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Basic Technical Troubleshooting

Andrea Santarlasci
Updated

How to assess a technical issue with the inKind App

We understand that experiencing a technical issue can be frustrating. Before submitting a ticket to Customer Support, we ask that you follow these troubleshooting steps. This will often allow you to resolve your issue without having to wait for a response from our support team.
 

Force Close the App

If your app gets stuck loading, the easiest resolution is to force the app to close and open it fresh. Below are steps to do this for Apple and Android devices.
 

For iOS

  1. Drag your finger from the bottom left corner of the device across the center.
  2. Locate the inKind App in the list of “open” apps.
  3. Swipe the window up.
  4. Tap underneath the windows to return to the main screen
  5. Open the inKind App again

For Android

  1. Open the Settings app on the Android device.
  2. Scroll the list and tap Apps, Applications or Manage apps.
  3. Scroll the list to find the inKind App
  4. Tap FORCE STOP.
  5. Go back to the app and open it
 

Reload Cache Inside of the inKind App (Available within the inKind App)

If you are unable to see credit that you purchased, and you are sure you are logged into the correct account, it’s possible that there is an issue with cached data on your device. To ensure this isn’t the case please follow these steps:
  1. Open the inKind App
  2. Click three horizontal lines on the top right
  3. Tap “Settings"
  4. Tap "Reload Cache" at the bottom of the page
 

Clear Cache Outside App (Only available for Android)

If you are sure you have entered your login information correctly, but you are not able to access your account, it’s possible that this is an issue with cached data on your device. To ensure this isn’t the case please follow these steps:
  1. Open “Settings”
  2. Tap “Storage”
  3. Tap “Other Apps”
  4. ​Find and tap the inKind App
  5. Tap the “Clear Cache” button
  6. Accept further prompts
  7. Log back into the app
 

Still Having Trouble?

If these steps do not resolve your issue, the last step before contacting inKind's dedicated customer support team is to delete the app and reinstall it from the app store.
 
If your issue persists, please submit a ticket by emailing support@inkind.com and include your device information as well as your software version number. A screenshot of the issue is always appreciated.
 

Locating software version number on iOS

  1. Go to Settings
  2. Select “General
  3. Select “About”
  4. Notate the Software Version number

Locating software version number on Android

  1. Open your phone's Settings app.
  2. Near the bottom, tap System. System update.
  3. See your "Android version" and "Android security update
 

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