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Troubleshooting some typical challenges on the HSi App

How to overcome some common issues when using the HSi Application

Debbie Halliday avatar
Written by Debbie Halliday
Updated over 3 years ago

  1. Preferred browsers are the latest versions of Google Chrome and MS Edge with Java Script enabled.

  2. If you expecting an invitation from Heartstyles check your junk/spam/deleted/promotions folders if are new to Heartstyles (first time receiving emails from Heartstyles). Sometimes you need to release the first email from quarantine (if using MS Outlook).

  3. Click on the blue BEGIN HEARTSTYLES / I WOULD LIKE TO HELP OUT words (links) to initiate the process correctly. Do not use the www.heartstyles.com link as this goes to our website and is not connected to the survey application.

  4. If you get to the log in screen and it seems to be stuck in a loop, clear the cache and try a different browser.

  5. If you click on the link and get an error message like there was a problem creating your Heartstyles Account, check with your IT that there is no email security that is disabling the HTML links. They may need to whitelist the Heartstyles domain.

  6. You will only be able to log in if the email you are invited with matches the email (username) you try to log in with (we do not accommodate the use of alias emails)

  7. If you are a regular user and have accessed the Heartstyles application before you can log in directly to https://survey.heartstylesapp.com

  8. If you are a Certified Practitioner or Campaign Manager log in via https://live.heartstylesapp.com

  9. If you are part of YUM! Brands and your YUM ID is linked to a unique, personal email, then you can log in via YUM SSO at https://yum.heartstylesapp.com

  10. If you are directed to YUM SSO, ensure it reflects your login details correctly. If it shows someone else's details click the Log out now button and start again by clicking on the BEGIN HEARTSTYLES link in your participant email.

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