Troubleshooting for my snapp (Android and ios)

Transcription

1 Troubleshooting for my snapp ( and ) Introduction This document provides additional information to guide the use of my snapp for participants of the HeLP-GP trial. If you have feedback regarding the use of the app you can provide comments at If you require instructions on how to use my snapp, please refer to the document Instructions for using and downloading my snapp. There are separate documents covering the use of the app on and. System requirements To be able to download and run my snapp, you will need: A smartphone or tablet Access to the internet via WiFi or data An or operating system. my snapp will work on 4.4 and or higher. To determine if your device meets these requirements, please refer to Compatibility on page 2. At least 7.23MB of storage space on your device. To determine how much storage space you have on your device, please refer Storage space to page 3. A Google or itunes account to download my snapp from Google Play Store and itunes, respectively. To determine if you have the appropriate account, please refer to Accounts on page 4. If you need to create an account, please refer to Creating an account on page 5. 1

2 Compatability my snapp can be used on smartphones and tablets which run on or operating systems. It requires a minimum of 4.4 or To determine what version of or your device has, you can: 1. Open Settings 1. Open Settings 2. Click on About phone 2. Click on General 3. Look at Version 3. Click on About 4. Look at Version Depending on your device, you may need to take extra steps to locate this information. 2

3 Storage space my snapp takes up 5.7MB and 12.3MB on and devices, respectively. To determine how much available storage space you have on your device: 1. Open Settings 1. Open Settings 2. Click on Device maintenance 2. Click on General 3. Click on Storage 3. Click on About 4. Look at Available 5. Look at the Available space on your device If you do not have enough space, you can try deleting some of the files or apps you have on your device. 3

4 Accounts You will need a Google and Apple ID to be able to download my snapp from their respective stores. To check if you have an account try doing the following steps: 1. Open Google Play 1. Open Settings 2. Click on the menu icon 2. Click on General 3. You should see an image, similar to the one below 3. You should see the Apple ID First name Full name address Initial or picture Full name address 4

5 Creating an account To create a Google or Apple ID account, you can follow these steps: 1. Go to 2. Fill in the form and click Next Step To be able to use your device, you should have signed into your device using an Apple ID account. If it is not your Apple ID on the device, you can log out and log in with your Apple ID. If you do not remember your Apple ID details, you can try and attain them by going to the Apple ID website ( clicking on following the prompts. and If you do not have an Apple ID account, you can create an Apple ID account by going to the Apple ID website, clicking on the prompts. and following 3. Click I Agree if you agree with the terms and conditions. 4. Your account has been created. address Note: If you choose to use your current address, you will receive an to verify your e- mail address. Follow those steps. 5

6 Installation To install my snapp: 1. Open Google Play Store 1. Open App Store 2. Search for my snapp 2. Search for my snapp 3. Click on the my snapp icon 3. Click on the my snapp icon 4. Install my snapp by clicking the INSTALL button 4. Install my snapp by clicking the GET button and providing your finger print or password, as requested 6

7 Updates The most recent version of my snapp is , as of 17/04/2018. Updates may occur from time to time. These may occur automatically or manually, depending on how your device has been configured. If you need to update my snapp manually, you can do this by: 1. Opening Google Play Store 1. Opening the App Store 2. Clicking on the menu icon in the search bar 2. Clicking on the Updates tab in the footer. 3. Clicking on My apps and games 3. Scrolling through the list of apps to see if my snapp is there 4. Clicking on the Updates tab and scrolling through the list of apps to see if my snapp is there Note: If my snapp is on the list, then there is an update available. If it is not on the list, then it is upto-date. 7

8 Forgetting your password If you forget your password, you can click on the Forgot Password? button, located on the my snapp app login page or Forgot your password? on the Sign In page and follow the instructions for Changing your password, below. Changing your password 1. Click on Forgot your password? If you click on the Forgot Password? button on the my snapp app login page, you will be taken to this screen. If you choose to submit your in this screen, you will be sent an with a password you may choose to keep. The password will be made up of a random selection of upper case and lower case letters so if you choose to keep it, make sure you enter the password correctly. You can do this by ticking the button on the log in page of the app and keeping in mind that a lower case L may resemble an upper case I. If you choose not to keep this password, please refer to Step 4 of Changing your password, below. 2. Submit your address. You will receive a temporary password through your address. 3. Open your address and find your temporary password. 4. Sign in to the webpage using your address and temporary password. 8

9 5. Change your password. 6. You will receive confirmation that your new password has been created. Your new login details will also be sent to your address. If you have any further issues, please provide feedback via the website or contact us on