Troubleshooting

Most problems in AINOW Mobile come down to four things: the invitation went to the wrong address, the account is not the work account, the organization is not set up yet, or the build is stale. Work down the section that matches what you see, then contact your AINOW contact with what you tried.

You cannot install the app

The invitation link says it is expired or already used. Testing invitations are time-limited and single-use. Ask your AINOW contact to send a fresh one.

The link does nothing, or the store says the app is not available. The invitation must be redeemed by the account it was addressed to — the address on your Apple Account on iPhone, or the Google account signed in to the Play Store on Android. If yours differs, ask for the invitation to be reissued to the right address.

TestFlight says the build has expired. Open TestFlight and install the current AINOW build. Test builds are replaced regularly.

You are looking for AINOW in the public App Store or Play Store. It is not there yet. The app is distributed to invited testers only.

You cannot sign in

Nothing happens when you tap Sign in with Microsoft. The app hands off to a secure system browser window. If your phone blocks that, or you dismissed it, tap the button again.

Microsoft rejects the account. Use your work account — the same one you use for Zoe on the web. A personal Microsoft address has no organization behind it and cannot sign in.

Your organization blocks the sign-in. Some organizations require the sign-in to be approved by an administrator, or require a managed device. The message on the Microsoft page tells you which; forward it to your IT team.

You are asked to sign in over and over. Sign out cleanly and start again: tap your avatar at the top right, then Sign out, then sign in. If it persists, reinstall the latest build.

No organization found

"Your organization isn't set up yet." You signed in successfully, but your account is not attached to any AINOW organization. Nothing you can do in the app fixes this — ask your AINOW contact to add you.

"No modules are enabled yet." Your organization exists, but no AINOW modules are enabled for you. Your administrators control that; ask them, or your AINOW contact.

The organization you want is missing from the list. The list shows only organizations your account is a member of. If one is missing, membership is the thing to fix. If the app went straight in without asking, you belong to exactly one — the tile at the top left names it.

Notifications are not arriving

Check the permission in your phone's settings for AINOW, confirm you have opened the app at least once while signed in, and confirm you are signed in to the organization the notification would come from. Battery optimization, low-power mode, and Focus or Do Not Disturb all suppress delivery. The full sequence is in Notifications.

If a notification opens the app and you see "That notification isn't available for this workspace", it belongs to a different organization — switch organization from the tile at the top left, then open it there.

A voice call will not start

"Call couldn't start." Check your connection first — a call needs a steady one. Then check that you granted the microphone permission; you can turn it on in your phone's settings for AINOW.

There is no orb and no microphone button. Voice is not enabled for your organization. Ask your AINOW contact about the voice module. Everything else in the app still works.

The call ends on its own. Calls end after about twenty seconds of mutual silence, and they end when another app takes over your phone's audio, such as an incoming phone call.

An approval will not go through

• "This approval has expired." Approvals last 24 hours. Ask Zoe to prepare the change again.
• "This action was already decided." It was approved or rejected elsewhere first. Reopen the conversation to see the outcome.
• "This change can't be approved by voice under your organization's policy." Tap Approve on the card instead. Your administrators choose which changes may be confirmed by voice.
• "Failed — nothing was changed." The connected system refused the change or was unreachable. Nothing partial was written; try again, and tell your administrator if it keeps failing.

More detail in Approvals on the go.

Something else is wrong

Before reporting anything, install the newest test build and try once more — a stale build is the most common cause during testing.

When you report it, include: your phone and OS version, the build number, the organization, what you did, and what you saw. A screenshot of the message helps.

How to get help

• Your AINOW contact is the fastest route for invitations, access, and anything specific to your organization.
• Your own administrators control connectors, skills, voice settings, and who may approve what.
• This support portal — open a case if your organization has portal access.

Privacy

What the app collects, how your messages and voice are handled, and how to exercise your privacy rights are set out in the AINOW Mobile privacy policy at https://www.ainowsolutions.ca/privacy/mobile. The general AINOW Solutions privacy policy is at https://www.ainowsolutions.ca/privacy.

Requests to delete conversation content go through your organization's administrator, since your organization owns the data. Signing out of the app removes your device's notification registration.