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Basic Troubleshooting Steps for the Exos app

Updated

I can’t Register

  1. Check for any pending/uninstalled systems updates on the device you are using
  2. Uninstall / reinstall the Exos app
    • once installed power down the phone, and power it back on
  3. Make sure you have a strong internet connection
  4. try using a different internet connection
    • from cellular to wifi
    • personal vs work vs public wifi
  5. If your employer requires first signing into any type of authenticator app to access services such as the Exos app, are you able to complete that step? If not, please contact your employer’s technical support team for assistance 

 

I can’t sign in to the app

  1. Check for any pending/uninstalled systems updates on the device you are using
  2. Uninstall / reinstall the Exos app
    • once installed power down the phone, and power it back on
  3. Make sure you have a strong internet connection
  4. try using a different internet connection
    • from cellular to wifi
    • personal vs work vs public wifi
  5. If your employer requires first signing into any type of authenticator app to access services such as the Exos app, are you able to complete that step? If not, please contact your employer’s technical support team for assistance
  6. Not receiving password reset verification code email
    • check your spam folder
    • switch your internet connection (ie from cellular to wifi) then select “get another code” 
  7. “This is taking awhile” error screen. This usually indicates:
    • the email address is not authorized/eligible to use the Exos app. Common causes include:
      • If fitness center membership is a pre-requisite to use the app, your membership may have lapsed/expired - check with fitness center staff
      • your email address is not on the most recent eligibility file we received from your employer - check with your benefits team to confirm eligibility

 

The app isn’t working as expected

  1. Confirm you have the latest version of the app installed on your phone
    • depending on the mobile device, go to the applicable app store (Apple App store or Google Play (android)) to check for the current version and if any updates are available to be installed 
  2. Quit the app (force close if possible)
  3. Uninstall / reinstall the Exos app
    • once installed power down the phone, and power it back on
  4. Make sure you have a strong internet connection
  5. Try using a different internet connection
    • from cellular to wifi
    • personal vs work vs public wifi