# GoMobile: Support FAQs

HTML version: [GoMobile: Support FAQs](https://support.gladstonesoftware.cloud/kb/gomobile-support-faqs)

## Problem
This article covers common issues your members may run into with the GoMobile app, such as images not loading, payment failures and missing site or activity information. It also answers common questions about what the app can and cannot do.

Some checks below you can make yourself in [GO Operator](../guides/glossary.md) or on your GladstoneGo websites. Others need changes to your platform configuration or stored images, which only Gladstone can make. Where a step is marked **Gladstone Support**, raise a case at [Raising a support case](../guides/raising-a-support-case.md) and say which issue you are seeing.

## Resolution

### Front page images failing to load
- **Gladstone Support** checks that each activity's image reference matches an uploaded image, uploads any missing stock images with the correct names, and reruns the process that assigns images to activities.

### Promoted items not displaying on the home screen
1. Check that the classes you want promoted carry the "Promoted" tag in GO Operator.
2. Check that those promoted classes have sessions in the future.
3. **Gladstone Support** checks that a mobile default site is set for your app, and that the "Start of day" process has run.

### Payments not working through the app
1. Check that payments work in Go Book. If they fail there too, the problem is not specific to the app.
2. **Gladstone Support** checks your GladstonePay configuration and that a mobile default site is set for your app.

### Member wallet not displaying
1. Check the member's wallet in Go Consumer.
2. **Gladstone Support** checks your GladstonePay wallet configuration.

### Site not displaying in the app
1. The site must be web-enabled to appear in the app.
2. If your app is set up for a single site, the site search is not shown. This is expected.

### Activity not displaying in the app
1. The activity must be web bookable to appear in the app.

### Tag not displaying against an activity
1. Check that the tag is associated with the activity in GO Operator.

### Splash screen image not loading
1. Check that the splash screen image, including its background, is the correct size and resolution.
2. Check that the logos are correctly configured for light and dark mode.
3. Check on different screen resolutions, and on both Android and iOS.
4. **Gladstone Support** checks that the splash screen image is stored correctly for your app.

### Logo not displaying correctly in header
1. Check that the logo is the correct size and resolution.
2. Check that the logos are correctly configured for light and dark mode.
3. Check on different screen resolutions, and on both Android and iOS.
4. **Gladstone Support** checks that the logo is stored correctly for your app.

### App loads, but no sessions display and members cannot log in
1. Check that members can see activities and log in on Go Book. If they cannot, the problem is not specific to the app.
2. **Gladstone Support** checks that the environment address the app uses is active, and checks the environment's allow-list configuration, including regional settings.

### QR code not displaying
1. Check that the MobileID and MobileOfflineID additional card types are available. See [GoMobile: Regenerative QR Access Control](gomobile-regenerative-qr-access-control.md).
2. Check that the member's mobile device is online.
3. Check that the member has a primary card ID on their record.

### Which screen profile is used for the personal details section?
- The current version of the app does not use a screen profile for the personal details section.

### Can a member update their email address?
1. Yes, but they must log in again to validate their new credentials.
2. For version 1.1, the app does not use GBGroup validation for email addresses (this is scheduled for version 2.0).

### Can a member register for an account using the app?
1. Not in the current version. Apple's rules require that an app which lets a user create an account must also let them delete it, and that is not possible in the app because of RCP and Direct Debit memberships.
2. The usual flow is for a member to sign up using Go Consumer on the web, then download the app from a link in an email. Signing up in the app is not a primary flow.

### Can a member see and update their membership details through the app?
1. From version 1.5.0, members can see their memberships in the "My Account" section.
2. Members can see their remaining usage membership units in the membership section of "My Account".
3. Major membership management is not scheduled to be added to the app.

## Notes
- Some features, such as email validation, have enhancements scheduled for future versions of the app.
- Some limitations come from external platform rules, such as Apple's rules on account management.