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7. Troubleshooting
7.1. Unable to locate SpaLink App on App Store
7.2 Problems with registration process
7.3 Unable to login to app
Problem
Causes
Solutions/Actions
Cannot find app
when searching on
an iPad device
Tap Filters to left of search bar
and change from “iPad Only”
to “iPhone Only”
On some devices the SpaLink
App is listed as an iPhone only
app
Problem
Causes
Solutions/Actions
“Username Taken”
error when trying to
register
Another user has already
registered the username you
entered
- Press YES to accept the
alternative username suggested
- Press NO to go back, enter
a different username, then try
register again
You have already completed
the registration process
previously
Use the Forgot Password link on
the Login page to recover your
password
“Email address
already registered”
error when trying to
register
A successful registration has
already been completed with
the email address entered
Use the Forgot Username or
Forgot Password links on the
Login page to recover your
details
Problem
Causes
Solutions/Actions
App will not respond
to Login press OR
app crashes or hangs
on spinning wait icon
when attempting to
Login OR
“The Internet
connection is
offline” error when
attempting to Login
Your smart device has no
Internet connection OR you
are connected to the
SmartLink SV hot spot instead
of your home WiFi network
Check that you are connected
to your home WiFi network OR
ensure mobile data is active if
running off your phone carrier’s
cellular data
Open a browser or a
different
app to confirm Internet is
working OK on your device
Disconnect from the SV network
and reconnect to your home
WiFi network
NOTE: If you are attempting to run the app setup process, DO NOT connect to the SV
network hot spot until prompted by the app. You must have normal Internet connection
to Login to the app and start the “New Device” process.
