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Supporting Your Users in Downloading and Installing the App

The cheat sheet for supporting users on-boarding into the platform

Amir Elharar avatar
Written by Amir Elharar
Updated over a week ago

Downloading and activating the App is a simple task. Users may still have questions, therefore we have aggregated for you a list of frequently asked questions and issues with the ways to address them:

In this article we will discuss how to support users in:

When Downloading the App

If your users can't find the app:

  1. Make sure the employee is looking for the right App name (as opposed to the company name), aka "Connecteam".

  2. Try and reconnect again from the link sent over text message

  3. Make sure the store associated with the right country, if it isn’t the App might not be available in foreign countries.

User is Getting a Link to the Connecteam App and Not Your Company’s Branded App (only relevant for company Branded Apps):

  1. Direct the user to search the App in the Appstore/google play using the App name, according to the name your company have selected. For example if your Branded app name is called Brother Building Group, Inc. that is the name they should be searching for.

  2. Update Connecteam so we can update the link on the text message.

A User Clicked on the Download Link but was Directed to the Browser and not the App Store/Play Store and they are asked to enter their Google account details:

  1. For Android users a click on a link could lead to several options. In some cases, instead of opening the Play Store the user will be directed to the browser and will be asked to enter their google account details.

  2. Direct users that don’t know their google account details, to the Play Store so they can download the company app from there. In most cases they are auto logged in to the Play Store.

  3. If the Play Store also requires Google account details, there’s no way around it and they’ll have to provide their Google account details to be able to download Apps (including your company App).

Supporting Users After Installing the App

A User Didn’t Get a Verification Code via Text After Typing in their Mobile Number:

  1. It is possible that the user typed in the wrong mobile number - close the App and reopen it and type in the mobile number again. (Make sure the flag next to the mobile number is the correct one).

  2. After re-entering the number if the employee still didn’t get the text message verification code they can select the resend button.

    3. For employees that has email in the system, you can also use the ‘login using email’ option (it will be available only after the 60 seconds and if the user has an email under their user details in the system).

A User Entered Their Mobile Number and Got an Error Message That the Mobile Number Doesn’t Exist in the System:

  1. It is possible that the user exists in the systems but their mobile number in the system is wrong. Update the mobile number and resend an invitation to download the App.

  2. It is possible that the user doesn’t exist in the system. Add them to the system and send them an invitation text message to download the App.

  3. If you are certain the user exists in the system and that their mobile number is right, close the App, reopen it and type in the mobile number again. Double check the country code (the flag) is correct.

Note that the error message seen in these situation can be seen below

A User Can’t See Specific Features or Assets in the App:

The specific content element is not assigned to the user. Navigate the the relevant content on your dashboard and make sure the user is part of the groups the content was assigned too.

A User Fails to Download the App or the Operating System is Not Supported:

Make sure the users operating system is:

  • For Android: version 5 or higher

  • For iOS: version 11 or higher

Need more guidance? 🙋 Our LIVE support team (at the bottom right corner of your screen) replies in under 5 mins to ANY question.

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