Overview

Check the Basics

• Log into the EnrolleeApp on one device at a time.
• Ensure the phone is on, and the EnrolleeApp is open.
• Update the EnrolleeApp to the latest version.
• Ensure there is a good connection to cellular data.
  • Note: Some carriers may not provide reliable data while on a call.
• Avoid using mobile hotspots or vehicles with built-in Wi-Fi hotspots.
• Open the EnrolleeApp to refresh after the phone battery has died.
• Avoid using parental control or security apps that may interfere with the app.
• Open the EnrolleeApp every two days to prevent it from entering 'sleep mode.'
• Do not use a VPN with the EnrolleeApp, as it can affect accuracy.

Note: If you're having trouble locating an enrollee, the issue is likely with their phone's connection and signal.

Check the Phone Settings

For Android

• Location must be set to On and Use Precise Location.
• Wi-Fi must be On.
• 'Airplane Mode' must be Off.
• 'Data Saver' must be Off.
• 'Power Saving Mode' must be Off.
• 'Physical Activity' permissions must be On and Allowed.

For iOS

• Location must be set to On and Always Allow.
• Wi-Fi must be On.
• 'Airplane Mode' must be Off.
• 'Low Power Mode' must be Off.
• Data Mode must be set to Allow More Data.
• 'Physical Activity' permissions must be On and Allowed.
  
• 'Background App Refresh' must be On. Ensure that "Background App Refresh" within the phone's settings is configured to WiFi & Cellular Data.