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FAQs for Launch Event Team

Question

Response

“I already have an account but I can’t login because my email needs to be verified”

All new and existing users of the app need to have verified their email in order to login.

The user will need to check their emails (including spam) for a message asking them to verify their email address. If they do not have this they can click the button on their login screen ‘Resend verification email’. 

If they are definitely not getting these emails, it may be due to their company’s firewall and may need to be raised with the company’s IT department. You might like to make a note of the user’s email address and company to pick up with them after the launch event.

“My company won’t let me use my work email address to register” 

The user can use a personal email address, but it is important in this case to select the correct company.

The user will also need to wait for their account to be approved. You might like to make a note of the user’s email address and company to ensure you approve their account after the launch event.

“My company isn’t listed”

You’ll need to add the company via Equiem One. We recommend adding the company as soon as possible so as not to prevent users from registering.

You might like to make a note of any user’s details that were unable to register to reach out to them once the company has been added.

‘My account is pending approval, why?”

Likely because a work email address wasn’t used. If the user signed up with their work email, the authorised domain list may need updating. 

You can check in Equiem One for users with pending accounts. Once you have approved a user’s account, the user will get an email confirmation.

My app store doesn’t have the app, or it’s not available for download

This is because the user’s app store is connected to another country (i.e. not the UK) or they have an older device/OS which is not supported. They can register on the web platform instead: [ Insert web URL. ]

“Why do I have to verify my email?”

This helps us to keep the app protected from bots and spam email accounts

Bluetooth services relate to certain features of the app that will be released in the future - you will hear more on this when these features are about to launch

“How do you store my data?” (or any data/personal info related questions)

The privacy policy can be accessed at any time by going to [ Insert Web URL /privacy ]

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