How to Troubleshoot the Mobile App

If you are experiencing issues with the True Brand Mobile App, please follow the steps below in order, doing this usually resolves most issues people have with the app. If the steps below do not solve your issue, please contact us using the form at the bottom of this page.

For Android

1. Make sure you're running the latest version
To do this, open the Google Play Store app on your phone, then perform the following steps:

1. Tap the Menu button
2. Head to My Apps & Games
3. Select Installed
4. Choose Update to see if there is an update for the True Brand app. If there is an update available, please update it to the latest version and try again. We regularly update the Android app to fix issues and release new features - so this is definitely the first thing to check!

Additionally, you can turn on auto-updates for all your Android apps in your Google Play Store settings so that way you don't have to check to make sure you're up-to-date with our app.

2. Delete the app and reinstall it
If you're still having problems, please try deleting the app from your device entirely, and reinstalling it. This will make sure you have a clean install and will refresh the link between True Brand and your Android.

1. Delete the app on your Android - press and hold the app’s icon for a couple of seconds then drag to the top right-hand corner to Uninstall. When asked "Do you want to uninstall this app?" select OK.
2. Launch the Google Play store app.
3. Search for the True Brand app (make sure you choose the one with our logo as seen below) then tap the Install button to reinstall it. Wait for the app to download and install.

3. Fully restart your Android device
Depending on which model of Android you have, this process will look different. Nothing more is needed to perform this task than a basic shutting down and powering back on of your device. Most of the time this simple task can cure a lot of frustrations you might be experiencing with your Android!

When you open the app, you'll need to log in again using your True Brand account credentials. Once you're up and going again - try again and see if this resolves the problem. If it hasn't, please reach out to us using the form below and let us know!

For iOS

1. Make sure you're running the latest version
To do this, open the App Store on your phone, then tap Updates, and finally look to see if there is an update for the True Brand app. If there is an update available, please update it to the latest version and try again. We regularly update the iOS app to fix issues and release new features. So this is definitely the first thing to check!

2. Delete the app and reinstall it from the App Store
If you're still having problems, the final step is to delete the app from your device entirely and reinstall it through the App Store. This will make sure you have a clean install and will refresh the link between True Brand and your iPhone.

1. Delete the app on your iPhone - press and hold the app’s icon for a couple of seconds (hold until the icons start to wiggle), then tap the x in the top left corner of the app icon, then tap Delete.
2. Launch the App Store app.
3. Search for the True Brand app and tap the Download button to reinstall it. Wait for the app to download and install.

3. Perform a force restart on your device
If you're still having problems, try performing a hard restart on your iPhone (don't worry, you won't lose any of your data!). To hard restart, follow these instructions depending on which iPhone model you have.

Now you've done a hard restart on your iPhone, try the App again to see if the issue is resolved.

When you open the app, you'll need to log in again using your True Brand account credentials. Once you're up and going again - try again and see if this resolves the problem. If it hasn't, you can reach out to us using the form below and let us know!