Mobile App Issues
Managing your tourism business on the go is essential. If you're having trouble with the Tourism Accelerator mobile app, let's get it working properly.
Quick Fixes
Before diving into specific issues, try these quick solutions:
1. Force Close and Reopen
iPhone:
Swipe up from the bottom and pause (or double-click the Home button)
Swipe left/right to find the app
Swipe up on the app to close it
Reopen the app
Android:
Tap the recent apps button (square or three lines)
Find the Tourism Accelerator app
Swipe it away or tap X to close
Reopen the app
2. Check Your Internet Connection
Ensure you have Wi-Fi or mobile data enabled
Test your connection by loading a website
Try toggling aeroplane mode on and off
3. Restart Your Phone
A simple restart resolves many app issues:
Power off your phone completely
Wait 30 seconds
Power it back on
Try the app again
Login and Authentication Issues
Can't Log In
If you can't access your account:
Verify your credentials:
- Make sure you're using the correct email - Check for typos in your password - Try logging in on the web to confirm credentials work
Reset your password:
- Tap "Forgot Password" on the login screen - Check your email for the reset link - Create a new password and try again
Check account status:
- Your account might be locked after failed attempts - Wait 15-30 minutes or reset your password
Session Keeps Expiring
If you're frequently logged out:
Check your phone's date and time settings are automatic
Update the app to the latest version
Uninstall and reinstall the app
Two-Factor Authentication Not Working
If 2FA codes aren't accepted:
Verify your phone's time is correct (set to automatic)
Make sure you're using the code before it expires
Try using a backup code
See our 2FA troubleshooting guide
App Performance Issues
App Running Slowly
If the app feels sluggish:
Clear app cache:
Android: - Settings > Apps > Tourism Accelerator > Storage > Clear Cache iPhone: - The only way is to uninstall and reinstall the app
Free up device storage:
- Delete unused apps and files - Move photos to cloud storage - Aim for at least 1GB free space
Close background apps:
- Too many apps running can slow everything down
App Crashing
If the app closes unexpectedly:
Update the app:
- Open App Store (iPhone) or Play Store (Android) - Check for app updates - Install any available updates
Update your phone:
- Check for operating system updates - Install pending updates
Reinstall the app:
- Delete/uninstall the app - Restart your phone - Download and install fresh from the app store
App Freezing
If the app becomes unresponsive:
Wait 30 seconds – it might be loading
Force close and reopen
Check your internet connection
Try again later if the issue persists
Sync and Data Issues
Bookings Not Showing
If you can't see recent bookings:
Pull down to refresh:
- On the bookings screen, pull down to force a refresh
Check filters:
- Make sure no filters are hiding bookings - Clear all filters and search again
Check your connection:
- New bookings need internet to sync - Try on Wi-Fi if mobile data is weak
Changes Not Saving
If updates aren't being saved:
Ensure you have an internet connection
Wait for the sync indicator to complete
Check if the change appears on the web version
Try making the change from the web if app issues persist
Offline Mode Issues
If offline features aren't working:
Check if offline mode is enabled in app settings
Ensure important data was synced while online
Some features require an internet connection
Notification Issues
Not Receiving Notifications
If you're missing booking alerts:
Check app notification settings: iPhone:
Settings > Notifications > Tourism Accelerator
Ensure "Allow Notifications" is enabled
Check that alerts, sounds, and badges are on
Android:
Settings > Apps > Tourism Accelerator > Notifications
Enable notifications
Check individual notification categories
Check in-app settings:
Open the Tourism Accelerator app
Go to Settings > Notifications
Enable the notifications you want
Notifications Delayed
If notifications arrive late:
Disable battery optimisation for the app
Ensure the app can run in the background
Check that Do Not Disturb mode isn't active
Camera and Photo Issues
Can't Upload Photos
If image upload isn't working:
Grant camera/photo permissions:
iPhone: - Settings > Tourism Accelerator > Photos - Select "All Photos" or "Selected Photos" Android: - Settings > Apps > Tourism Accelerator > Permissions - Enable Storage and Camera permissions
Check file size:
- Large photos may fail to upload on slow connections - Try uploading smaller images
Try Wi-Fi:
- Photo uploads work better on stable Wi-Fi
Device-Specific Issues
iPhone-Specific
App not installing:
Ensure you have enough storage space
Check your Apple ID is signed in
Try restarting your phone
Touch ID / Face ID not working:
Go to Settings > Tourism Accelerator
Enable Face ID or Touch ID
Re-enrol your face/fingerprint if needed
Android-Specific
App not compatible:
Check you meet minimum Android version requirements
Update your phone if possible
Contact support about older device compatibility
Battery optimisation closing app:
Settings > Battery > Tourism Accelerator
Disable battery optimisation for the app
Updating the App
Always keep the app updated for best performance:
iPhone:
Open the App Store
Tap your profile icon
Scroll to find Tourism Accelerator
Tap "Update" if available
Android:
Open the Play Store
Tap your profile icon
Tap "Manage apps & device"
Find Tourism Accelerator and update
Enable automatic updates:
This ensures you always have the latest version
Includes security patches and bug fixes
Reinstalling the App
If issues persist, try a fresh install:
Note your login details – you'll need them to log back in
Delete the app from your phone
Restart your phone
Download the app from the App Store or Play Store
Log in with your credentials
Reconfigure any settings as needed
When to Contact Support
Reach out if you experience:
Persistent crashes after reinstalling
Login issues that troubleshooting doesn't resolve
Data loss or sync problems
Features not working as expected
Contact us:
Email: [email protected]
Live Chat: Available Monday to Friday, 9am–5pm AEST
Include:
Phone model and operating system version
App version (found in app settings)
Description of the issue
Screenshots or screen recordings if possible
Steps to reproduce the problem
We'll help get the app working on your device.