The Quoox member app is designed to work on both Android and iOS mobile phones and tablets.
In use by tens of thousands of members, the app is thoroughly tested on various mobile devices and emulators before release. Whilst the app is functional and bug-free, like all apps, it can sometimes be adversely affected by incorrect settings or other 3rd party apps.
Whilst it is not necessarily possible to resolve the occasional issues that may arise, some common causes are easy to fix and are outlined below.
An alternative to the mobile app
Whilst most issues with the mobile app are addressed below, members have an alternate mobile-friendly option – the FitnessHub. This is designed to work seamlessly on mobile devices. Members can opt to remain logged in, and the FitnessHub may also be easily added as a “tile” to the mobile device home screen – meaning it can be used precisely like the native mobile app.
The FitnessHub site contains all of the mobile app’s functionality, plus a few extras. The URL for each facility is different, so please ask your facility for theirs.
Common issues, their causes and resolution
The most common issues reported to Quoox regarding the native mobile member app are listed below, along with information regarding their causes and, where possible, their resolution.
My facility is not showing in the list
The facility list is loaded once, when the app first starts. If the app doesn’t have an Internet connection when it is opened, or at the time you’re taken to the login screen, the facility list will be empty.
To address this problem:
- Make sure you have an Internet connection
- Fully close the app (I.e. swipe it off the screen)
- Re-open the app, and you should then be able to find your facility
“No member has been found matching the login details that you provided”
The facility you selected has been recognised, but either the email address you entered does not match that in the Quoox system, and/or the password entered does not match that against your Quoox record.
Almost always, it is that the incorrect password is being entered. Beyond a mismatch of email and/or password, there is no other reason this message would display.
Try re-entering your password or, if that does not work, select to reset your password and follow the process.
“You must select your facility, as well as enter your email address and login password.”
The mobile app has been unable to determine the facility you have selected.
When entering the facility name, make sure you click on the facility when it pops up. This click is important, as it confirms your selection.
If you are confident that you have done this, and you’re still having this issue, it could be that a 3rd party update has adversely affected the Quoox app. To try to resolve this:
- Remove the Quoox app from your device
- Reboot your phone/tablet
- Reinstall the Quoox app
- Re-try the login process
I keep being logged out
The Quoox mobile app needs access to the Quoox servers to be able to function. If you lose Internet connection, the app is unable to fetch the data it requires. In this situation you may find that you are returned to the login screen.
Please be aware that, if you leave the app open in the background on your device, you may also be logged out from time-to-time if you happen to be without Internet connection at a moment the Quoox app tries to communicate with the servers.
The app hangs or crashes when I try to upload a photo
To take and upload a photo, the mobile app requires permissions for the camera; the photo library; and your phone storage. If any or all of these are missing, the app may crash or hang when you attempt to upload a photo.
Mobile apps are only permitted to request for a permission once. Therefore, to add missing permissions, go into the app settings section of your phone and add the missing settings. For the app to be fully functional, you should grant permission for every permission listed.
Some phones take very large photos. These can take some time to upload. Also, if you are using an iPhone, try temporarily turning off “live photo”, as this creates much larger mini-videos, rather than static photos.
The app hangs or crashes when I access the venues tab
The venues tab includes the map component of your device, which uses your location to centre the map. If you have not granted the app permission to access your location when the app is running, then the app may crash or hang.
Mobile apps are only permitted to request for a permission once. Therefore, to add missing permissions, go into the app settings section of your phone and add the missing settings. For the app to be fully functional, you should grant permission for every permission listed. For the venue tab map to function correctly, you should grant permission to access your location when using the app.
Please note: The Quoox app does not track your location or retain any location information. Your location is only used momentarily for certain functions, such as map display.
A form hangs when I try to complete it
This can sometimes occur if the question/narrative on the form is too long. The app hasn’t necessarily crashed, but the action button may be pushed off the bottom of your screen.
If you are a member, try completing the form on the FitnessHub site. If you are the facility administrator, reduce the length of the narrative or split it across multiple questions/statements.
The app crashes or hangs when…
If the app crashes or hangs on other occasions it might be being impacted by a 3rd party app on your phone, such as an anti-malware or privacy protection tool. Some of these inhibit some features required by the Quoox app.
Firstly, try the following:
- Uninstall the Quoox app
- Reboot your device
- Re-install the Quoox app and retry.
If you continue to have difficulties, we suggest you use the FitnessHub site for your venue instead.
Adding the FitnessHub app to your home screen
It is possible to add the FitnessHub member site to your home screen and use it the same way as you would the mobile app.
- Open Chrome.
- Navigate to the FitnessHub site (you can find this from your facility)
- Tap the menu icon (3 dots in the upper right-hand corner) and tap Add to home screen.
- Choose a name for the website shortcut, then Chrome will add it to your home screen.
- Open Safari.
- Navigate to the website you want to save to your home screen by entering the URL of the FitnessHub site (you can find this from your facility)
- Tap the Share button at the bottom of the page.
- In the list of options that appear, scroll down until you see Add to Home Screen.