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Troubleshooting Evie App or Accounts with Members

IT is always happy to help when MS and/or members are experiencing issues with the Evie app. These instructions aim to help streamline that process, create a supportive environment for MS, and possibly save all teams some time.

General App Bugginess

Steps to Take With Members Before Sending to IT

Some general questions to ask as first steps:

  • Is the member logged in? Have member read you the first line they see on the Menu Tab. If it says “Login/Sign Up”, they are not logged in.
  • Is the member on the latest version of the app? We recommend that all members move to the latest version.

The following steps are laid out in ascending order. Therefore, please follow the list sequentially, then move to the next list item if it does not result in a fix for the member.

  • Close out app completely and restart it.
  • If the issue is related to connectivity, some users are known to have greater connection when they turn off the wifi for their phone.
  • Shutdown and restart device.
  • Attempt to clear cache (directly possible on Android, circuitous on iPhone).
    • Android:
      • In your phone settings, navigate to Application settings (“Apps and Notifications”)
      • Select the Evie Carshare app, and hit Force Stop in the lower right corner
      • Click into the “Storage and cache” option
      • Select the options to “Clear storage” and to “Clear cache”
      • Reload the app and see if that fixes the problem!
    • iPhone
      • For an iPhone: Power off, power on, delete the app, power off, power on, reinstall the app.
        • Note: These steps will feel very similar to the other bullet points, but this sequence is important on iPhones
  • Remove/delete, then reinstall the app
  • VPNs: if the member seems like they are fairly technically inclined, they might need to be asked about VPNs. They have been known to cause issues in the past, but in varying ways.
    • If the member is using a VPN:
      • Try having them disable the VPN while using our app.
      • (Some VPNs are not setup correctly, and prevent any data from leaving the phone/are specifically blocking Vulog and it’s affiliates)
    • Other members have a lot of trouble getting their mobile carrier to communicate with Vulog. In this case, a VPN can help, because the VPN acts as intermediary between carrier and Vulog, and Vulog accepts it better.
      • There is a known issue with T-Mobile MVNO users. So if that is the case for your member, ask them to use a VPN.
        • Some common examples of these users: Mint, US Mobile, GoogleFi, Metro
      • This can be an issue for other carriers, but less data exists about it.
  • If having done all these things, member is still experiencing issue, get them to fill out the troubleshooting form (template email), and then also open an IT Help Desk ticket internally. Explaining all the steps you took with member to IT will help us help you faster.

A Member is Not Receiving Emails from donotreply@hourcar.org

Scenario: Member is trying to reset password (either member requested from site or Back Office sent it) and are not receiving the email to reset password.

To Troubleshoot This Topic

  • Confirm with the member that the email inbox they’re looking at matches the one we have on file. It may be different than their username!
  • Ask the member to check their spam or junk mail folders for the password reset email
  • Also ask the member to ensure that donotreply@hourcar.org is not blocked. This includes having them ensure it is:
    • On the Allowlist list of their provider
    • Not in a Spam folder
    • Not in “Promotions” or other similar sorting mechanisms (Gmail in particular uses these)
  • Check to see if member is receiving emails from info@hourcar.org
    • The password reset comes from donotreply@hourcar.org. If member is receiving emails from info@hourcar.org but not from donotreply@hourcar.org, that suggests that there is a filter or blocker of some sort on the member’s side for auto-generated emails.
    • This narrows down the problem to the members email being the issue

To Try and Help Member Fix the Problem

Suspend and approve

A simple trick to test that the member is receiving emails from donotreply@hourcar.org: Trigger a welcome email via the Service approvals.

  • Suspend account then quickly reapprove
  • Check to see if the member receives a “welcome auto email”
  • If the member does receive the welcome email, send a reset password from our end
    • The pin will then be generated to log back into account

Settings That Block Auto-Emails

If member does not receive the welcome email in the above steps, it means there is a setting on the email that is blocking donotreply@hourcar.org.

  • Conduct tests to see if the problem truly is with their filters or settings:

    • Ask member if there is another email that we can use
    • Replace new email with the old email under Personal profile
      • Please note: many employer-run emails will have filters/rules set up to block any password items. We do not recommend swapping in an employer-managed email in this step.
      • If they don’t have another email, it is possible to use a temporary email service to test. This will create a generic email that can be used temporarily to see if the problem is the members email filters or a different problem.
        • IT uses Guerrilla Mail frequently.
        • Another option is Yopmail.
        • The provider does not matter greatly, if the member has a preferred option.

    Temporary Emails

    Some members may not want to take the steps regarding setting up a temporary email. If that is the case, IT suggests telling them that unless we can verify their filters settings, we have to assume it is on their end rather than ours.

    • Once the temporary email is created or a different email is swapped with the old one in Vulog, resend “reset password” link
      • If the password link is received to either email (the new personal one or generic one), the issue has been narrowed down to the members old email filters or settings.
        • They will need to adjust the settings on their end. MS and IT generally should not have to help them with this, as it is their personal account, not things on our end.
    • Ask the member to adjust their settings, or suggest they permanently change their contact email to one that allows us. If they had one already you used during testing, add that one.

  • The problem should be solved and a new password can be reset.

    Reminder!

    The username does not change, even if the email does. So members will still need to know the old email for login purposes.

  • If having done all these things, member is still experiencing issue, get them to fill out the troubleshooting form (template email), and then also open an IT Help Desk ticket internally. Explaining all the steps you took with member to IT will help us help you faster.