Troubleshooting Guide
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      3. Troubleshooting Guide

      How to Resolve Login and General App Issues?

      Try these troubleshooting steps:

      Check to ensure you are using the correct link

      Check your username  

      • You should have received an email from support@claimocity.com with your username.  
      • Most usernames follow this format:  First Initial + Last Name (Example: jsmith)
      • Usernames are case-sensitive and must be entered in all lowercase. 
      • Check to ensure you are not inadvertently adding any spaces before or after your username

      Change your password

      Change your password (Mobile)

      Change your password (Desktop)

      Password Requirements

      • Contains between 8 and 24 characters
      • Contains at least one uppercase letter (A-Z)
      • Contains at least one lowercase letter (a-z)
      • Contains at least one number (0-9)
      • Contains at least one special character (i.e. #,$,&,*@,^?,!)
      • Password cannot be the same as previous password
      • Common password patterns, such as sequential numbers or repeated characters shall not be permitted

      Note: After 3 or more failed log-in attempts, please allow at least 10 minutes before attempting to log-in again, this is to ensure the security and integrity of our systems.

      Refresh the Page (Desktop Version)

      • Press Ctrl + F5 to refresh the page. This ensures that any recent updates are properly processed.

      Clear your browsing history 

      Here's how you can clear your browsing history on your device depending on which browser you use:

      In many cases, uninstalling and reinstalling the current mobile version from your app store will resolve the issue 

      Claimocity Mobile App for IOS

      Claimocity Mobile App for Android

      Try a different device 

      • If you are unable to log in via the web browser, try the mobile app on your phone.  
      • You can download this app from your phone's app store by searching for Claimocity.

      Are you attempting to login from a new device or location? 

      If you are able to login on one device, but not another this indicates there is not an issue with your access.  

      We have seen an error occur in facilities that have a block or firewall. For this you would need to reach out to the facility IT department to request they whitelist the web address https://mobile.claimocity.io

      If this option is currently unavailable to you, you can try using an Incognito Tab. 

      How to open an Incognito Tab