Troubleshooting Authentication Problems

There are many steps and check you can take to troubleshoot an authentication problem on a Pugpig app:

First ascertain if they are a subscriber to you directly or via the iTunes/Google Play store

Direct subscriptions

1. Take down as much information as possible from the user
   • Noting down their account details (if possible) and which make & model device they are using
2. Ensure the customer is using the latest version of the app, downloaded from the app store
3. Check that they do in fact have a subscription with you directly and are using the correct log-in/user details associated with their account.
4. Attempt their log-in details yourself and confirm that you are also unable to log-in with their details in the app.
5. Test out the user details in the Pugpig test form (your onboarder can direct you to the correct url for this)
6. Inspect the results of the test form
7. Once confirming that there is indeed a problem, retrieve app logs from either the user or your own unsuccessful log-in session: https://pugpig.zendesk.com/hc/en-us/articles/115003789272-Cheat-Sheet-Device-Logs
8. If all of the previous steps could not highlight the problem - then raise a support ticket with support@kaldorgroup.com, attaching the logs and all of the relevant information from previous steps.

App-Store subscriptions

1. Take down as much information as possible from the user
   • Which make & model device they are using
   • Which purchase they have made on the app-store & when they made it
2. Ensure the customer is using the latest version of the app, downloaded from the app store
3. (iOS only) Direct users to: https://support.apple.com/en-gb/HT202039 to check the subscriptions purchased on their account.
4. Check that the user is signed-in to the correct email address they used to purchase the app-store subscription.
   • iOS - This is the user's Apple ID, found in Settings > iTunes & App Store > Apple ID
   • Google Play - This is the user's Google account listed in Settings > Accounts > Google 
5. Retrieve app logs from the user: https://pugpig.zendesk.com/hc/en-us/articles/115003789272-Cheat-Sheet-Device-Logs
6. If all of the previous steps could not highlight the problem - then raise a support ticket with support@kaldorgroup.com, attaching the logs all of the relevant information from previous steps.