Troubleshooting

Common problems with the mobile app, what usually causes them, and what to do.

Pairing

Symptom	Likely cause	What to do
The invite link opens a browser page instead of the app	The app is not installed, or the link was opened on a different device	Install the app from the store on the phone that will be used, then open the link again on that phone.
"Invalid authentication code" after pasting a code	The code was copied incompletely or has expired	Copy the whole code again. If it still fails, ask the clinician to generate a new invite.
"URL is invalid" when opening an invite	The invite is incomplete or was altered by a messaging app	Ask the clinician for a fresh invite, preferably as a QR code.
Pairing stops at the consent step	A required document has not been accepted	Open each document and tick its acceptance box; the Continue button activates when every required one is accepted.
"Error accepting device registration"	The invite has already been used or has expired	Ask the clinician to generate a new invite.

Questionnaires

Symptom	Likely cause	What to do
No questionnaires on the Home screen after pairing	The sync has not finished, or the patient has no active enrollment yet	Wait for the loading indicator to finish, then pull to refresh. Check Records to see the enrollments and their status.
A questionnaire shows "Available in …"	The next access window has not opened	This is expected; the questionnaire opens automatically at the shown time.
A questionnaire shows "Currently unavailable"	The enrollment has ended or has no future windows	The care team can extend the schedule or create a new enrollment.
The questionnaire opens but shows an error	The engine could not be loaded, often after an interrupted download	Close the app, make sure the phone is online, reopen the app so the engine is downloaded again.
"You are currently offline" after submitting	No network at the time of submission	Nothing is lost. The answers are sent automatically when the phone is back online.
An enrollment says "Pending consent"	Enrollment terms have not been accepted	Tap Accept invitation on the Home screen and accept the terms.

Reminders

Symptom	Likely cause	What to do
No reminders at all	Notification permission was declined	Tap Enable Notifications on the Home screen, or allow notifications for Medipal in the phone's settings.
Reminders arrive in the wrong language	The app language was changed after the reminders were planned	Reminders are re-planned on the next sync; open the app once and they will use the new language.
Reminders stopped after a while	The phone's battery optimisation is restricting the app (Android)	Exclude Medipal from battery optimisation in the phone's settings, then open the app to rebuild the reminders.

Updates and storage

Symptom	Likely cause	What to do
The app stays on the loading screen	The update download was interrupted	Close and reopen the app. It resumes with the existing content and retries the download in the background.
"Failed to initialize app content"	The installed package is damaged	Reinstall the app from the store. Pairing has to be repeated with a new invite.
The app is in the wrong language	The phone language is not one of the supported languages	Choose a language explicitly in Settings.
Text is too small or contrast is too low	Default display settings	Use Text Zoom and High Contrast in Settings → Accessibility.

When to contact the care team

Contact the organisation that enrolled you when:

• an invite has expired or was used already,
• a questionnaire you expected does not appear and Records shows no matching enrollment,
• an enrollment shows a terminated status you did not expect.

The care team can regenerate invites, adjust schedules and re-enroll patients from the web application; the app itself does not need to be reinstalled for any of these.