Troubleshooting

Symptoms

• No calls at scheduled time
• App shows "call scheduled" but no call made

Try These Solutions

1. 1Verify the phone number is correct in Settings > Care Recipients
2. 2Check that the correct time zone is set
3. 3Ensure the call schedule is enabled (not paused)
4. 4Confirm the phone line is working by calling it yourself
5. 5Check if the phone has Do Not Disturb or call blocking enabled

Symptoms

• Calls arrive at unexpected times
• Timing is off by several hours

Try These Solutions

1. 1Verify the time zone setting for the care recipient matches their location
2. 2Check if daylight saving time recently changed - update the time zone if needed
3. 3Confirm the scheduled time in the app matches your expectation
4. 4Remember: times shown in the app are in the care recipient's local time

Symptoms

• Call marked as missed
• Notification that call wasn't answered

Try These Solutions

1. 1Don't panic - occasional missed calls are normal (they might be busy, napping, or away)
2. 2The next call will occur at the next scheduled time
3. 3If you're concerned, give them a call to check in
4. 4Review the missed call pattern - if it's becoming frequent, adjust the call time
5. 5After 2+ consecutive missed calls, you'll receive a priority alert

Symptoms

• No push notifications
• No alerts for concerning calls
• No call summaries

Try These Solutions

1. 1Check that notifications are enabled in your phone's Settings > FamilyPulse
2. 2Verify notification settings in the FamilyPulse app > Settings > Notifications
3. 3Ensure Do Not Disturb is not blocking FamilyPulse notifications
4. 4On Android: Check that battery optimization isn't killing the app in background
5. 5Try toggling notifications off and on again
6. 6Make sure you're signed in to the correct account

Symptoms

• Overwhelmed by alerts
• Notifications for every call

Try These Solutions

1. 1Go to Settings > Notifications to customize what you receive
2. 2Turn off "Call Completed" notifications if you only want alerts for concerns
3. 3Adjust alert sensitivity to reduce false positives
4. 4Set quiet hours for non-urgent notifications

Symptoms

• Voice is unclear
• Words are garbled
• Volume is too low

Try These Solutions

1. 1Check their phone volume is turned up
2. 2If using a landline, ensure the handset is working properly
3. 3Try a different AI voice in Settings > Care Recipients > Voice Settings
4. 4Slow down the speaking speed in voice settings
5. 5Ensure they're in a quiet environment during calls

Symptoms

• AI asks to repeat often
• Responses don't match what they said
• Transcripts are inaccurate

Try These Solutions

1. 1Encourage speaking clearly and not too fast
2. 2Reduce background noise during calls (TV, radio, etc.)
3. 3Ensure they're speaking into the phone properly
4. 4If they have a strong accent, the AI may take a few calls to adapt
5. 5Check for hearing aid interference if applicable

Symptoms

• App closes unexpectedly
• App becomes unresponsive
• White or black screen

Try These Solutions

1. 1Force close the app and reopen it
2. 2Check for app updates in the App Store / Play Store
3. 3Restart your phone
4. 4Clear app cache (Android: Settings > Apps > FamilyPulse > Clear Cache)
5. 5Ensure you have enough storage space on your phone
6. 6Uninstall and reinstall the app (your data is saved in the cloud)

Symptoms

• Login fails
• "Incorrect password" error
• Stuck on loading screen

Try These Solutions

1. 1Double-check your email address for typos
2. 2Use "Forgot Password" to reset your password
3. 3Check your internet connection
4. 4Try logging in on a different device or the web
5. 5Clear app data and try again
6. 6Make sure you're not using the wrong sign-in method (email vs. Apple/Google)

Symptoms

• Empty call history
• Transcripts show "Loading"
• Data appears missing

Try These Solutions

1. 1Pull down to refresh the screen
2. 2Check your internet connection
3. 3Log out and log back in
4. 4Verify you're viewing the correct care recipient
5. 5Remember: new call data may take a few minutes to appear after a call ends

Symptoms

• Card declined
• Subscription expired
• Service paused

Try These Solutions

1. 1Verify your card details are correct in Settings > Subscription > Payment Method
2. 2Ensure your card hasn't expired
3. 3Check that you have sufficient funds
4. 4Try a different payment method
5. 5Contact your bank if they're blocking the transaction

Symptoms

• Double charged
• Wrong amount
• Charged after cancellation

Try These Solutions

1. 1Check Settings > Subscription for your current plan and billing history
2. 2Verify you don't have multiple accounts
3. 3If you recently upgraded/downgraded, the charge may reflect prorated amounts

Symptoms

• Invite email not received
• Invite link not working

Try These Solutions

1. 1Have them check their spam/junk folder
2. 2Verify you entered the correct email address
3. 3Resend the invitation from Settings > Family & Sharing
4. 4The invite link expires after 7 days - send a new one if expired

Symptoms

• Empty screens for shared family member
• No access to care recipient

Try These Solutions

1. 1Verify they accepted the invitation and created an account
2. 2Check their access level in Settings > Family & Sharing
3. 3Have them log out and log back in
4. 4Ensure they're viewing the correct care recipient