Text functionality requires a stable internet connection (12 mbps minimum).
If you're having trouble sending or receiving text messages, please complete the troubleshooting steps below. If these steps don't resolve the issue, please submit a ticket to Engage Support. When reaching out to support, please provide an example of guest that is impacted, their phone number, and screenshots from your iPad.
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Troubleshooting Steps
- Verify if the issue is seen across all of your devices
- If the issue is seen on a specific device, isolate it from the other iPad(s)
- If the issue is seen across all devices, this is likely due to connectivity
- Make sure the iPads' timezone is "Set Automatically"
- Settings > General > Date & Time > Set Automatically
- Make sure the iPads are connected to your internal network
- Settings > WiFi > WiFi turned on > Connected to isolated, internal network
- Make sure the iPads are running the latest version of the Olo Host app and are on the latest iOS. To verify your app and iOS version, follow the steps below
- Open the Host App Settings by selecting the "3 stacked lines" located at the top left, and select Settings
- At the bottom of the Settings Menu, you can confirm which Host App version you are on (our latest version will be shown on the 'version history' of the app store) and which iOS version you're on (iOS 13 or higher is recommended, we only support the last 2 versions).
- If the app is at a lower version, an update can be downloaded via the App Store.
- If you are unable to download the latest version, you might have an MDM (Mobile Device Manager) and may need to contact your IT department.
- Forget any unwanted networks
- Settings > Wi-Fi.
- Tap the blue "i" next to the Wi-Fi network that you want your device to forget.
- Tap Forget This Network, then tap Forget to confirm.
Verifying Your Connectivity
Tap on other apps to see if they are affected by the issue. Checking Safari to see if web pages are loading is a great way to do this.
If after performing the steps above your devices are still not sending out messages, you can run a speed test to verify your network's speed:
Search "Speed Test" on Google, and click "Run Speed Test"
We recommend having a connection of 12Mbps or higher to run the Host App efficiently.
iPad Compatibility
To verify your device's compatibility, check out iPad Compatibility.
Still Need Help?
If after going through the steps above you are still experiencing issues, reach out to the Engage Support team for additional assistance.