If one of your students is having trouble with the mobile app—no worries! This guide will walk you through what’s likely going on and how to quickly support them. These kinds of hiccups are totally normal and usually simple to fix.

There are a lot of factors that can affect how an app performs on a mobile device. Most of the time, these issues are related to the student’s phone, operating system, or internet—not the Xperiencify platform itself.

Here are some common causes:

If a student reports the app isn’t working properly, you can walk them through these steps to resolve most issues:

1. Restart the device
Turn the phone or tablet off, wait a few seconds, then turn it back on.

2. Check for iOS updates
Go to Settings > General > Software Update and install any updates

3. Reinstall the Xperiencify app
Delete the app and reinstall it from the App Store. This refreshes the app and often clears up the issue.

4. Clear the app cache
Go to Settings > General > iPhone Storage > Xperiencify > Offload App, then reinstall the app.

5. Check the internet connection
Switch between Wi-Fi and mobile data to see if the issue improves.

If the issue continues after trying the steps above, reach out to us—we’re happy to help!

To speed things up, you can gather the following info before reaching out:

Once we have that, our support team can take a look and escalate it to our developers if needed.

Mobile tech issues are part of the journey—but they’re usually easy to resolve. A quick reset or update is often all it takes. Most importantly, you’re not alone. We’re here to support you and your students every step of the way.