Need Help?

Access to help

If you need to share troubleshooting and help topics with your app users, go here to see the platform's front-end user help.

You've come to the right place. Here we will link you to all the answers that will help you install and use your app.

Here are some common issues encountered and how to solve them.

App Download
Activation & Password
Device Compatible?
App Download

Can't download the app? Have a look at the app install & access FAQs. If you can't spot your issue, contact your Support Agent for assistance.

Activation & Password

Trouble activating or creating your app or platform account? Can't log in? Look no further.

Device Compatible?

If your device seems to freeze or content does not load, this may be related to your device or browser either being incompatible or not up-to-date. Go here and try steps to fix the issue.

App, videos, or stories not loading

If your device seems to freeze or content does not load, this may be related to your device or browser either being incompatible or not up-to-date. You can try the following steps to fix the issue. In some cases, you may need to reinstall a story or the app.

Try This!

1. If you are getting a story error or can't open a story, try to uninstall the story and re-add it from the Discover section on the app.

2. If you're having trouble accessing the app, check if your browser or device has an update. (Update Chrome | Update Firefox | Update Internet Explorer | Update Android | Update iOS).

3. Uninstall and reinstall the app.

4. If your device is up-to-date and the app still doesn't work, your device may be incompatible. Install Google Chrome onto your desktop or device and use the web app instead.

How to set up your account

Have a look at the user onboarding video.

Yikes! Apple wants me to "Trust" something

For private apps, Apple adds an extra layer of security by asking you to trust the developer account - the account from which the app was published.

Go here for easy instructions on how to trust the developer account.