The MoveMentors mobile app (iOS and Android) is a wrapper around the same backend as the web app, with native push notifications. This article covers common issues.
I cannot log in on the app
Same diagnostic as web. See I cannot log in.
Specific to mobile:
- Auto-fill issues: some password managers do not autofill cleanly into the app's login form. Type manually if autofill fails.
- Stale session: force-close the app and reopen. Pull-to-refresh on the login screen.
- Outdated app version: update to the latest version via the App Store / Play Store.
Push notifications not arriving
Have you granted permission
First time you opened the app, it asked for notification permission. If you said no, push will not work.
Re-enable:
- iOS: Settings → MoveMentors → Notifications → "Allow Notifications" on.
- Android: Settings → Apps → MoveMentors → Notifications → enabled.
Have you toggled them off
In the app: Profile → Notifications. Check the toggles.
In MoveMentors web: /settings/notifications. The app reads from these preferences.
Battery optimisation (Android)
Some Android phones aggressively kill background apps to save battery. This prevents push notifications from being delivered.
To fix:
- Settings → Apps → MoveMentors → Battery → "Unrestricted" or "No restrictions".
- Or remove MoveMentors from your "battery optimisation" list.
The exact path varies by manufacturer (Samsung, Xiaomi, Huawei all have their own UIs).
Do Not Disturb mode
If you have Do Not Disturb enabled, notifications are silenced. Check.
App crashes on open
Force-close and restart
Sometimes a stale state breaks. Force-close the app and reopen.
Clear cache (Android)
Settings → Apps → MoveMentors → Storage → "Clear cache". Then reopen.
iOS does not have a manual cache clear; reinstalling the app accomplishes the same.
Reinstall
If the crash persists, delete the app and reinstall. You will need to log in again. Your data on our server is untouched.
Report the crash
If reinstalling does not fix it, email support with:
- Your device model (e.g. "iPhone 14 Pro", "Samsung Galaxy S23").
- Your OS version.
- The app version (visible in About in the app).
- What you were doing when it crashed.
- Any error message.
We monitor crashes via Sentry; severe issues are typically fixed within days.
App is slow
Mobile performance depends on:
- Your connection (slow wifi or weak cellular signal).
- Your device's RAM / CPU (older phones struggle).
- The app version (we ship perf improvements regularly).
Try:
- Switch to a faster network.
- Force-close other apps competing for resources.
- Reinstall to get the latest version.
If the app is consistently slow on a modern device with a fast network, that is a bug; report it.
Cannot complete a booking on the app
A few specific cases:
Stripe Checkout opens in a browser, not in-app
By design. Stripe Checkout runs on stripe.com directly for PCI compliance. The app opens the system browser. Complete the payment, then the browser redirects back to the app.
If the redirect back to the app fails (the browser stays open, the app shows a stale state), the booking still succeeded if Stripe captured. Check /my-bookings.
Manual payment method's instructions are missing
The booking confirmation page should show the host's payment instructions. If you see "Loading..." or empty, pull-to-refresh.
If still missing, the booking confirmation email (sent to your email) has the same info.
"Network error" when booking
Slow or interrupted connection. Retry.
If repeatedly: the booking was probably NOT created on our side. Refresh /my-bookings to verify. If not there, try again.
App is showing old data
The app caches some data for performance. If a class schedule, profile, or booking status looks out of date:
- Pull-to-refresh the screen.
- Force-close the app and reopen.
- Log out and back in (extreme; usually not needed).
Calendar sync not working on mobile
Mobile app does not have separate calendar sync; it uses the same backend connection set up in /mentor/settings/connections on web.
If you set up calendar sync on web, events show up in your phone's calendar app (because your phone is connected to Google / Apple Calendar separately, not via our app).
If events are missing on your phone's calendar:
- Check that the relevant calendar is enabled on your phone (in Google Calendar app, in Apple Calendar settings).
- Check the sub-calendar visibility toggles.
- Refresh the calendar app.
App is asking for permissions I do not understand
What we ask for and why:
- Notifications: for push alerts (bookings, reminders, etc).
- Camera (rare): for uploading profile photos directly.
- Photos (rare): for choosing an existing photo for your profile.
- Location (optional): for "near me" class search.
We do NOT ask for:
- Contacts.
- Microphone.
- Calendar (we sync via Google / Apple Calendar's own API, not via the system calendar).
- SMS or call logs.
You can deny any permission you do not want; the app will work without it, with the related feature degraded.
Account on the app vs web
The account is the same. Logging in on the app with the same email/password gives you access to the same data.
Changes you make on one are reflected on the other within seconds (sometimes a refresh is needed).
You do NOT need to "link" the app to your web account; the email/password IS the link.
Updating the app
iOS: App Store → Updates. Android: Play Store → My apps & games.
We push updates every few weeks. Major changes are highlighted in the update notes.
We do not enforce forced updates except for security-critical fixes. You can usually keep using an older app version for a while.
Common questions
The app is in English; how do I change language? The app respects your phone's system language setting (English, Spanish, Portuguese). We do not have an in-app language toggle yet.
Is there a tablet (iPad / Android tablet) version? The same app runs on tablets but is optimised for phone form factor. iPad / tablet-optimised layouts are on the roadmap.
Can I use the app without an account? You can browse the directory and view classes, but you cannot book without an account.
Does the app work offline? No. The app requires an internet connection to load classes and submit bookings.
Next steps
- Mobile app: features overview.
- Notification preferences: toggle notifications.