" %}
Watch | Read | Listen
{% endembed %}
## My Library & My Stories
When you **open new content for the first time**, it is automatically added to your **library** (the section called My Library or My Stories - depending on your app type).
In **My Library** you can access content available to you:
| Content Category | Description |
| ---------------- | ------------------------------------- |
| **Stories** | eLearning stories |
| **Articles** | Articles / posts |
| **Podcasts** | Podcast episodes |
| **Assessments** | Quizzes / tests |
| **Surveys** | Survey-type questionnaires
|
# Usual Suspects
Things to try when something isn't working
## Can't download or open the app
If you can't download an app, please check if any of the below conditions apply to you:
**Android User:**
* [ ] **You need a Google Play account and/or should be signed in on your device.** You must be signed in to your Google Play account in order to download apps for Android devices.
**Apple User:**
* [ ] **You do not have an Apple ID/account and/or are not signed in to your Apple account on your device.** You must be signed in to your Apple account in order to download Apple apps.
* [ ] You may need to [trust the Developer Account (private apps only)](/common-problems/usual-suspects#untrusted-developer-whats-this)
* [ ] **You are using Safari to view the web app.** Please use Chrome to view the web app on your Apple device.
**All Users:**
* [ ] **Your connection has timed out.** You must be online to access a platform app via desktop, tablet or mobile. Check your internet connection and try again.
* [ ] **Make sure your device is** [**compatible**](/common-problems/device-requirements). Check if your browser or device has an update here: [**Update Chrome**](https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop\&hl=en) **|** [**Update Firefox**](https://support.mozilla.org/en-US/kb/update-firefox-latest-release) **|** [**Update Internet Explorer**](https://support.microsoft.com/en-us/help/4028118/windows-run-the-latest-version-of-internet-explorer-11) **|** [**Update Android**](https://support.google.com/android/answer/7680439?hl=en) **|** [**Update iOS**](https://support.apple.com/en-za/HT204204)
* [ ] **If your device is** **incompatible,** [**install Google Chrome**](https://support.google.com/chrome/answer/95346?co=GENIE.Platform%3DDesktop\&hl=en-GB) on your device and use the web app instead.
* [ ] **You have downloaded the app but can't sign in.** If you have forgotten your password, use the "Forgot Password" option. If you have a platform backend account, you must login with these details and may not use the "Forgot Password" option.
* [ ] **Your invitation to join the invite-only app may have expired**. [Request a new activation code](/common-problems/installing-and-accessing#invites-and-activation-codes) via the link in the invitation email or contact your account agent who will be able to re-send your invitation.
## App or content not loading
If you are struggling to install an app or access content...**Try This!**
* [ ] **Uninstall and reinstall the app.** Delete the app from your device and reinstall.
* [ ] **Remove the content** that's not loading and re-add it from the Discover section.
{% hint style="info" %}
**Tried everything?** Please submit an [**App Debug Report**](/common-problems/log-issues#log-issues-send-debug-report)**.**
{% endhint %}
## Not getting emails
If you are not getting invite, activation or password reset emails from the platform, this could be due to a number of reasons. The platform **uses a mail server that has a 99% uptime.** If mails are not being received, please check the following:
1. Check with your mail supplier and **whitelist** the **platformname.io** and any other **platform** domains (contact the platform provider).
2. The email may have ended up in your inbox **spam/trash folder** - please check.
3. Your **inbox is full** and you are unable to receive email.
4. The **email address used to invite you was not spelled correctly** - please check again carefully.
5. The email was received but **overlooked / sender not recognised**. All app invite emails are sent from the platform.
6. **You have a platform backend account** and have tried to reset your password on the app. Backend users must reset their password on the platform backend.
## Web app not working
When the **Progressive Web App** (PWA - the app version that runs on a web browser) does not load correctly, it may be because:
1\. Your **browser** is [not up to date](https://updatemybrowser.org/), or\
2\. You have a **plugin** installed that is blocking the app.
### **Try This!**
1\. Make sure your are using a **compatible browser** ([latest versions of Chrome, Firefox, Edge, and Safari](https://bestvpn.org/outdatedbrowser/en))
2\. Make sure the **browser is up-to-date** ([check latest versions](https://bestvpn.org/outdatedbrowser/en)).
3\. If the app still does not load, open an [incognito tab](https://support.google.com/chrome/answer/95464?co=GENIE.Platform%3DDesktop\&hl=en) in your browser and open the web app link. If the web app loads then there is likely an issue with an **installed plugin** (possibly an ad-blocker). Check your plugins for settings that may be blocking the **platformname.io** domain.
4\. If you have checked that your plugins and your browser are compatible and up-to-date, you may be experiencing a **network issue**. If you are at your place of work, check with your IT team to see if they setup any protocols that would **block** loading the web app.
{% hint style="warning" %}
**Note:** If you are on a slow or weak internet connection, content (specifically video content) will take longer to load.
{% endhint %}
## Untrusted Developer - what's this?
If you are on an **Apple** **device** and are trying to install a private app, you may see a message that looks something like this:
You will need to **trust the app developer** on your phone.
**Why?** This is because the app has been published privately and is not on the Apple App store. i.e. you are manually installing the app, therefore you must also manually establish trust.
**What to do?** Tap Settings > General > Profiles or Profiles & Device Management. Tap on “Developer Name”, then tap on “Trust Developer Name”. After doing this, the app will be installed on your device.\
\
For instructions on how to verify and trust Enterprise app developers, please view Apple's guidelines (Install custom enterprise apps on iOS).
# Story Completion
Experiencing completion issues? Are your story logs not visible to the backend admin?
## Getting Support
Use the "**Help & Support**" option in the **Account** section of your app to contact the app support team.
**Check that you have:**
* [x] Completed the story (it will be marked "COMPLETED" on the app).
* [x] Completed each page - sometimes the last page is missed.
The support team will be able to **check your story logs or force the completion status if needed.**
## Log Issues: Send Debug Report
If you have completed content but it is not reflecting (on your app and/or in the admin reports), you may be asked to **Send a Debug Report**.
**To send a Debug Report, you will need to:**
1. Open the app and go to "Account"
2. Under "Information", select "Send Debug Report"
3. Choose "Yes" to send
{% embed url="" %}
How to send a debug report
{% endembed %}
# Password & Login
User login support
## Forgot Password
If you are trying to login to the platform app but have **forgotten your password**, you can use the "Forgot Password" option on the login screen.
**STEP 1:** Enter your email address and select the **"Forgot Password" button.**\
**STEP 2:** You will be sent a "**Reset Code**" to your email address. Copy the code and follow the reset link. \
**STEP 3:** Enter the reset code and then **choose a new password.**\
**STEP 4:** You will be asked to **log in** with your new password.
{% hint style="danger" %}
For security reasons, the **Reset Code and link expire after 1 hour.**
{% endhint %}
## Forgot Password not working
If you receive an error message or are unable to reset your password, the following may have occurred:
1. You are **not using a valid email address**. You must use the email address that you registered with and/or that was used to invite you to the app.
2. **You are a platform backend user** and are trying to reset your password via the app. Backend users must always reset their password via the platform backend.
{% hint style="info" %}
If you tried to reset your password but **did not get an email**, check your spam/junk folder.
{% endhint %}
## Password Reset Code not working
When you use the Forgot Password option, you **receive a Reset Code and a link (via email).**
If the link/code aren't working, it's possible that they have **expired**.
Use the Reset Password option again and create a new password **within 1 hour** of receiving the email.
{% hint style="danger" %}
The password **Reset Code and link expire after 1 hour.**
{% endhint %}
## Forgot Password email not received
If you have used the "Forgot Password" option, you will receive an **email with a Reset Code**.\
\
If you have **not received** the email, it could be because:
1. The email has been sent but ended up in your inbox **spam/trash folder** - please check.
2. Your **inbox is full** and you are unable to receive email.
3. The **email address used to invite you was not spelled correctly** - please check again carefully.
4. The email was received but **overlooked / sender not recognised**. All app invite emails are sent from the platform.
5. **You have a platform backend account** and have tried to reset your password on the app. Backend users must reset their password on the platform backend.
## Backend user forgot password
Users who are also **backend users** (i.e. admins, agents and authors have access to a platform subscriber account), **may not use the “Forgot Password” option on an app** (desktop, tablet or mobile) to reset their password.
Backend users must **always edit their account details in the platform backend.**
## Invite email not received
If you were invited to a platform app, but did not receive an email, it could be because:
1. The email has been sent but ended up in your **spam/trash folder** - please check.
2. The **inbox is full** and you can't receive e-mail.
3. When added to the platform, your **email address was not spelled correctly**. Ask your account admin to check the spelling.
4. The email was received but **overlooked / sender not recognised**. All app invite emails are sent from the platform.
5. As a last resort, the invite may need to be sent **using another email address**.
## Change password
As a platform app user, you can **change your password in your app account.**
Access your platform app (via mobile, tablet or desktop) and go to **"Account".** Here you can use the **"Change Password"** option.
{% hint style="info" %}
**Note:** you will need to enter your **old password** in order to create a new one.
{% endhint %}
## Password not safe
When you are choosing your password, you will be asked to create a "**Safe Password**".
Safe passwords **contain numbers, symbols and/or caps,** and are **not easily guessable** or common words.
{% hint style="info" %}
**Security First!** The platform will not allow you to save a password that is not considered safe (according to widely recognised security standards).
{% endhint %}
## How long do emails take to arrive?
Emails from the platform are sent immediately, but because they have to go through the matrix it could take 1-5 minutes. Have a look at the [possible reasons](/common-problems/password-and-login#invite-email-not-received) the email does not arrive.
**Platform emails could include:**\
App invite email\
Account activated email\
Password reset (Forgot password email)\
Notifications
## I have to login twice
If you need to login twice before getting into the backend, try these things:
1. **Check there is no extension interference:** Login using an incognito tab in your browser. If the login succeeds then it is likely that an extension is interfering with the login.
2. **Check that cookies are enabled:** If browsers do not have cookies enabled, sessions can not be created. Sessions keep users signed into platforms.
3. **Clear cache and restart:** Sometimes a browser could be stuck with something in its cache that prevents sessions being created correctly. Clear your cache and restart the device.
## Activation Code expired
Activation codes expire after 3 days. Follow the "**Join**" link in the invite email and "**Request a new one**", if your code has expired.
# Installing & Accessing
Installing & accessing platform apps and content
Scan the topics to find your answer.
## Can't download or open the app
If you can't download an app, please check if any of the below conditions apply to you:
**Android User:**
* [ ] **You need a Google Play account and/or should be signed in on your device.** You must be signed in to your Google Play account in order to download Android apps.
**Apple User:**
* [ ] **You do not have an Apple ID/account and/or are not signed in to your Apple account on your device.** You must be signed in to your Apple account in order to download Apple apps.\
You may need to [trust the Developer Account](/common-problems/usual-suspects#untrusted-developer-whats-this).
* [ ] **You are using Safari to view the web app.** Please use Chrome to view the web app on your Apple device.
**All Users:**
* [ ] **Your connection has timed out.** You must be online to access a platform app via desktop, tablet or mobile. Check your internet connection and try again.
* [ ] **Make sure your device is** [**compatible**](/common-problems/device-requirements). Check if your browser or device has an update here: [**Update Chrome**](https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop\&hl=en) **|** [**Update Firefox**](https://support.mozilla.org/en-US/kb/update-firefox-latest-release) **|** [**Update Internet Explorer**](https://support.microsoft.com/en-us/help/4028118/windows-run-the-latest-version-of-internet-explorer-11) **|** [**Update Android**](https://support.google.com/android/answer/7680439?hl=en) **|** [**Update iOS**](https://support.apple.com/en-za/HT204204)
* [ ] **If your device is** **incompatible,** [**install Google Chrome**](https://support.google.com/chrome/answer/95346?co=GENIE.Platform%3DDesktop\&hl=en-GB) on your device and use the web app instead.
* [ ] **You have downloaded the app but can't sign in.** If you have forgotten your password, use the "Forgot Password" option. If you have a platform backend account, you must login with these details and may not use the "Forgot Password" option.
* [ ] **Your invitation to join the invite-only app may have expired**. [Request a new activation code](/common-problems/installing-and-accessing#invites-and-activation-codes) via the link in the invitation email or contact your account agent who will be able to re-send your invitation.
## App or content not loading
If you are struggling to install an app or access content...**Try This!**
* [ ] **Uninstall and reinstall the app.** Delete the app from your device and reinstall.
* [ ] **Remove the content** that's not loading and re-add it from the Discover section.
{% hint style="info" %}
**Tried everything?** Please submit an **App Debug Report.**
{% endhint %}
##
## Add web app to Apple iOS Home Screen
To **install the Progressive Web App** (PWA) on your **Apple** device (mobile, desktop or tablet), you need to be using the **Safari browser** when accessing the app link.
**How to add a platform app to your home screen & create an app shortcut:**
1. Open the app link, e.g. platformname.io/app-name
2. If it is detected that you are on an Apple device, you will be prompted to "Install App".
3. Tap the send icon and then select "Add to Home Screen"
4. On the next screen, confirm the action by selecting "Add"
5. The app icon will be saved to your device's home screen
{% hint style="warning" %}
If a **non-Apple browser** is being used on an Apple device, the **device detection will not work** and the PWA (web app) can not be installed.
{% endhint %}
## Remove stories from your app
To **remove stories on the "My Stories" / "My Library"** section of your app, select the settings icon (to edit) and remove the stories you no longer want to see here.
{% embed url="" %}
Remove stories from your app library
{% endembed %}
## Downloaded stories
**Download for Offline**\
Stories can be downloaded to your device. This will allow offline story access.
**Story Access Removed**\
If your story access is revoked, the downloaded story will be removed from your library.
This will happen automatically when there is a connection available or when the story updates check is run (every minute or so).
{% hint style="info" %}
Offline story progress is saved to your device & is only synced with the platform when you are online.
{% endhint %}
## App not available in your country
When platform apps are released, they are often only made available in specific countries.
If you receive the following message: "*This item is not available in your country"*, **please contact your account support to request access**.
## App screen frozen
If your app has frozen or you are unable to continue, please try one of the following approaches:
* Close and re-start the app
* Log out and login again
* Ask your Agent to report the issue
## Signing up on a public app
If a **platform app** has been made **public** (has a sign-up option), you will be able to **create an account without being invited** to join.
**If you are a user who signs up:**
1. You will have access to **stories that have been made publicly available** on that app.
2. You can still be **invited** to join private stories.
## Invites & activation codes
When you are **given access to a platform app and/or story,** you will receive an **invitation email** and activation code.
**Invites expire after 3 days**, meaning that anyone who has been invited must activate their account within 3 days. If not, the Activation Code will expire.
**If your Activation Code has expired**, you can use the "Request a New One" option to get a new code.
**Account activation reminders are sent** to users who have not activated their account within 1.5 days. Only one reminder is sent.
## How big is the app?
A platform app is **approximately 17MB**. This is a once-off download.
If you want to download and save stories to your device for offline access, you're looking at under 100MB per story.
## How big are stories?
Stories are limited to 100MB, and the **average story is 20-30MB.**
The more **stories you save for offline access**, the more space the app will need on your device.
## Save stories for offline access
To access stories, you need an internet connection. If you want to, you can download stories for offline reading.
{% hint style="info" %}
**Note:** Stories are downloaded to your device. If you switch devices, you will need to re-download stories for that device.
{% endhint %}
## Remove stories from your app
To remove stories on the "My Stories" / "My Library" section of your app, select the settings icon (top right) and remove the stories you no longer want to see here.
{% embed url="" %}
## Can't see a story
If you can't see a story on your app (and know you are supposed to have access to that story), contact your account support.
Please also [have a look here](/common-problems/usual-suspects#app-videos-or-stories-not-loading).
## Location sharing
When creating your user account, you will be asked to **share your location.**
If you are viewing the app from a **desktop or web browser** (Progressive Web App), then this options is only available if you **enable location sharing on your device.**
{% hint style="info" %}
When you are invited to join a platform app, it means that you have been **granted access to a private story** that is available on an **Invite-only,** [**private app**](/falkor-apps/what-is-a-falkor-app#types-of-apps).
{% endhint %}
## Slow app or video loading time
If the story, app, or video you are trying to open is taking a long time to load, you may need to c**heck your device storage & capacity**. Specifically, if you are on a lower-end device, there is only limited memory (storage and RAM) that can be allocated to run your app and provide a smooth experience.
**Other factors** that could contribute to video issues include: other apps that are running and eating into your device capacity, bad device codecs, or memory limit for apps set by the device manufacturer.
If your **connection is slow**, loading time may also be slow. On slow connections, the first load may take a long time, but when returning again later on a slow connection, the load time may be faster due to the device cache or the network cache.
## Can't download or install a story
**If a story is not installing or seems to be stuck, please try the following:**
* Close the app completely and re-open it then try installing the story again.
* Open the app, select the settings icon (top right) to open the library manager, and remove the story you are struggling with. Go to the app dashboard and try installing again.
* Ensure that your device has not run out of space, causing the install to pause.
{% hint style="info" %}
If issues persist, you can send a **debug report**. This can be done via the app by going to Account > Send Debug Report.
{% endhint %}
## App onboarding (Guided Tour) keeps coming up
The guided tour should only display the first time you are logging in or if you log in from a new device.
If you have installed the web app, you may need to clear your cache in order to solve the issue of the guided tour repeating. Follow these steps:
**Step 1**\
Open the web app and uninstall (click the options icon and select uninstall \)\
**Step 2**\
Navigate to the web app link, e.g.
**Step 3**\
Re-install the web app by using the install prompt, or doing so manually
{% hint style="info" %}
Need help **installing a web app** to your device? [Read this.](https://medium.com/progressivewebapps/how-to-install-a-pwa-to-your-device-68a8d37fadc1)
{% endhint %}
# Scores, Ranking & Leaderboards
How scoring works
## What are Experience Points?
**Experience Points** are earned by completing a story or an activity.\
\
**100 points for every activity completed**\
**100 points for every story completed**
Each story has the following formula: ***Total Story Score + 100 points = Experience Points earned***
**Example:**\
If you complete a card selection activity, you get 100 points. By answering 4/5 questions correctly in a quiz, you earn 400 points, PLUS you get the 100 points for completing the story. Based on this example, you would earn 600 points for completing the story, and would get to Level 1.
## What is the Current Level?
**Current Level** is determined by the number of Experience Points accumulated. Experience points are earned by **completing a story and the activities in a story.**
**Levels are structured as follows:**\
Level 1 - 4 (BEGINNER): 0 - 4800 points\
Level 5 - 9 (NOVICE): 7 500 - 24 300 points\
Level 10 - 14 (WELL-READ): 30 000 - 58 800 points\
Level 15 - 19 (ACHIEVER): 67 500 - 108 300 points
## What is the Top Score?
**Top Score** is your highest % achieved for a story completed (best score ever).
## What is the Average Grade?
**Average Grade** is the average you achieved based on all the stories you completed. The grading is as follows:
**A++** = 100%\
**A+** = 95%\
**A** = 95-80%\
**B+** = 80-75%\
**B** = 75-70%\
**C+** = 70-65%\
**C** = 65-60%\
**D+** = 60-55%\
**D** = 55-50%\
**F+** = 50-45%\
**F** = 45-40%\
**FF** = below 40%
## What are Skill Points & Trophies?
**Skill Points** can only be earned by receiving trophies. They do not affect and are not affected by Experience Points.
**Trophies are valued as follows:**\
BRONZE = 1 Skill Point\
SILVER = 2 Skill Points\
GOLD = 3 Skill Points
Only one trophy can be earned per story. Even if a reader completes the story multiple times, he/she will only ever get the trophy and skills points earned after completing the story (so you can not accumulate multiple trophies by completing the story multiple times).
### Your Stats & Leaderboard
> To see your **stats, progress, trophies and leaderboard ranking,** open the Analytics section in your app.
**YOUR STATS**\
Here you can see your **Current Level, Top Score and Average**.
**YOUR PROGRESS**\
See how many **New Stories** you have not started, how many stories are **In Progress**, and how many you have **Completed**.
**TROPHIES**\
Some stories award you with trophies. Here you can view ALL trophies, as well as GOLD, SILVER & BRONZE trophies.
**LEADERBOARD**\
Your **story interactions** will affect your ranking on the leaderboard.
You will be able to **see where you and your fellow users are ranked** on the leaderboards:
* **Overall** - shows user ranking across groups
* **Group** - shows top 10 users across the user groups that you are part of
* **Country** - shows top users in your country
* **City** - shows top users in your city
**GLOBAL STATS**\
If you have access to multiple platform apps, some stats will be **visible to you on every platform app** that you use. Regardless of which platform app you are on, you will always be able to see YOUR STATS (Current Level, Top Score & Average), as well as the trophies you have earned in TROPHIES & AWARDS.
## Story Attempts
When you complete a story, you have the option to re-do the story. Each attempt is archived and a new attempt and its logs are recorded.\
\
**How attempts and time affect ranking**\
The number of attempts, i.e. number of times you re-do a story, becomes a deciding factor when you are tied with someone else on the app leaderboard.
For example, a tied leaderboard may look like this:
1st John 1000 points in 2 attempts\
2nd Jane 1000 points in 3 attempts\
\
The amount of time taken to complete a story will also affect a tied ranking, e.g.:\
\
1st Jane 1000 points in 2 attempts in 10secs\
2nd John 1000 points in 2 attempts in 15secs
## What happens to my score when I remove a story?
If you remove a story from your app ("My Stories" or "My Library"), only the logs saved to your device will be lost.
Historical logs already uploaded to the server are saved to your user history. If you re-add the story it will use your logs on the server to allow you to pick up where you left off.
{% hint style="info" %}
Your story logs are saved to the platform when your device is online and the app is open.
{% endhint %}
## What happens to my score when I delete a story from the app?
If you **remove a story from your app ("My Stories" or "My Library")** only your device's saved logs will be removed. Logs already uploaded to the server are saved to your history.
If you **re-add** the removed story, your **saved logs (saved on the server)** will allow you to pick up where you left off. This also ensures that logs are synced across multiple devices & saved when you delete and re-install a platform app.
# Device Requirements
Minimum device requirements
The platform is compatible with most standard devices and the latest operating systems. When users experience issues accessing a story or if the story does not run as intended, this may be due to a device issue and it is best to check that the user meets the current system requirements.
**The following minimum system requirements apply to all platform users** (app users and platform backend users).
**Operating Systems (Mobile & Tablet):** Apple and Android only\
**Browser Requirement (for Desktop/Web):** Evergreen browsers (browsers that always receive the latest updates). See here: \
**Minimum Device OS:** Android Nougat 7.0+, Apple iOS 11 (note that the platform does not support operating systems that have been deprecated by either Android or Apple and therefore minimum device OS requirements will change accordingly)\
**Minimum Device Memory:** 512MB Ram\
**Minimum Device Storage:** 2GB\
**Minimum Available Storage:** 200MB\
**Access to Connection:** Device(s) must connect to download stories and sync data/results
{% hint style="info" %}
Note that the minimum requirements are regularly updated in order to ensure that the platform is up to date with the latest technology.
{% endhint %}
## Is my device incompatible or outdated?
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.
**Things To Try**
1\. Check if your browser or device has an update. ([Update Chrome](https://support.google.com/chrome/answer/95414?co=GENIE.Platform%3DDesktop\&hl=en) | [Update Firefox](https://support.mozilla.org/en-US/kb/update-firefox-latest-release) | [Update Internet Explorer](https://support.microsoft.com/en-us/help/4028118/windows-run-the-latest-version-of-internet-explorer-11) | [Update Android](https://support.google.com/android/answer/7680439?hl=en) | [Update iOS](https://support.apple.com/en-za/HT204204))
2\. If your device is up-to-date and the app still does not work, your device may be incompatible. [Install Google Chrome](https://support.google.com/chrome/answer/95346?co=GENIE.Platform%3DDesktop\&hl=en-GB) onto your desktop or device and use the web app instead.