We recommend that your FLEX users work with the facility directly to troubleshoot any issues with their access. Within the Management App, you are able to manage all of your user's access. Below are some of the common problems that your users may encounter with steps on how you can assist them.
1. I did not receive the email invite.
Email invites come from email@example.com. Please instruct the user to check their spam/junk folder first. Have them whitelist the firstname.lastname@example.org email address and/or domain and you can resend the invite. Ensure that you have the correct spelling of their email address.
2. I cannot log in.
The vast majority of login issues are related to incorrect username or passwords. Steps for troubleshooting and resetting passwords can be found here.
3. Video Playback Errors
Any errors on the mobile app, such as video playback errors, can usually be solved with one of the following steps.
- Restart the app.
- On an iPhone, double-tap the home button and swipe the app up to close.
- On an Android, press the square in the navigation bar and swipe the app away to close.
- Uninstall/Reinstall the app
If there is still an issue with a specific video, try it on another device. If it still won't work, please reach out to support.
4. The videos are locked
Make sure that the user's email address shows up in the FLEX list in the Management App. Verify that the user is logging in using the email address that is on the FLEX list. If the user is using Facebook login, the email address on their Facebook account must match the email address used for FLEX. If not, the user should either change their Facebook email address or use their FOD FLEX login credentials instead.