# Troubleshooting Village Metrics: Support and Tech Solutions This guide helps you resolve common issues and provides information on getting additional help when needed. ## Common Issues ### Login and Authentication Problems **Can't Receive OTP Email**: - Check spam/junk folders - verification emails sometimes get filtered - Verify email address was entered correctly - Wait 5-10 minutes - delivery can sometimes be delayed - Request new verification code if first one doesn't arrive - Try different email address if persistent problems **OTP Code Not Working**: - Ensure you're using the most recent code (older codes expire) - Enter code exactly as received (no spaces or extra characters) - Check for typos in the 6-digit number - Request fresh code if current one has expired **Logged Out Unexpectedly**: - Check internet connection - poor connectivity can cause authentication issues - Update app to latest version through App Store/Google Play - Clear app cache (Android) or reinstall app if persistent - Ensure device date/time is correct ### Analysis and Processing Issues **"Need 5 More Days" Message**: - **Requirement**: Analysis requires at least 5 different days with journal entries - **Multiple entries per day still count as one day** - **All village members' entries count toward the requirement** - **Solution**: Continue daily journaling until threshold is met **Analysis Delays and Processing Time**: - **Normal Processing**: Journal entry analysis typically takes 30 seconds to 2 minutes - **High Usage Periods**: May take longer during peak app usage times - **Network Issues**: Poor internet connection can slow processing - **When to Be Concerned**: If processing takes more than 5 minutes, try restarting the app **Missing Analysis After Medication Changes**: - **Overnight Processing**: Analysis updates happen overnight, not immediately - **Requires New Entry**: At least one new journal entry must be submitted to trigger analysis update - **Wait Period**: Check the next day after adding journal entry - **Contact Support**: If analysis doesn't update after 48 hours with new entries **Analysis Data Seems Incorrect**: - **Check Time Period**: Ensure you've selected the intended date range - **Review Journal Coverage**: Low number of entries may skew results - **Consider External Factors**: Major changes (new school, family events) can affect patterns - **Manual Score Review**: Check if AI behavior scores match your observations ### Sync and Data Issues **Journal Entries Not Appearing**: - **Normal Processing Time**: Journal entry analysis takes approximately **30 seconds** due to complex AI processing (transcription, multiple AI analyses running in parallel) - **Look for Processing Animation**: You should see a circular animation with "Analyzing your entry" text while processing - **System Load Delays**: During high usage periods, processing may take longer as multiple users submit entries simultaneously - **When to Be Concerned**: If processing takes significantly longer than a few minutes, there may be an issue - **Failed Entries**: Entries should automatically error out if processing fails, but contact support if stuck processing for extended periods - **Check Internet Connection**: Entries require network connectivity to process - **Verify Child Selection**: Ensure correct child is selected in child picker - **Refresh Feed**: Pull down on feed screen to refresh **Missing Village Member Contributions**: - **Access is All-or-Nothing**: If you can see journal entries, you should be able to see **everyone's** entries - there's no partial access - **Verify Permissions**: Ensure caregiver has "contribute data" permission - **Check Child Selection**: Caregiver may have wrong child selected - **Confirm Invitation Status**: Ensure invitation was accepted, not just sent - **Subscription Status**: Expired parent subscription blocks all village access **Data Not Syncing Across Devices**: - **Server-Side Data Storage**: Almost all data is stored on Village Metrics servers, not locally on devices (devices only store temporary cached copies) - **Internet Connection Required**: Each device needs internet connectivity to sync with the server - data won't sync without connection - **Account Verification**: Ensure same email account used on all devices - **App Version**: Update to latest version on all devices - **Force Refresh**: Log out and back in on device showing stale data - **Automatic App Updates**: Ensure your device is configured for automatic app updates to receive the latest features and fixes (see [App Update Settings](#app-update-settings) below) ### App Update Settings **iOS (iPhone/iPad)**: - Open **Settings** app - Tap **App Store** - Under **AUTOMATIC DOWNLOADS**, ensure **App Updates** is enabled - Alternatively: Open **App Store** app → Profile icon → **Settings** → enable **App Updates** **Android**: - Open **Google Play Store** app - Tap your **profile picture** (top right) - Tap **Settings** → **Network preferences** → **Auto-update apps** - Choose **Over any network** or **Over Wi-Fi only** (recommended to avoid data charges) !!! tip "Background Updates" Village Metrics also uses over-the-air updates for minor improvements that don't require App Store/Play Store approval. These happen automatically in the background when you have the app open. ### Notification Issues **Not Receiving Push Notifications**: - **Operating System Permission Required**: You must opt into notifications at the device level before Village Metrics can send any push notifications - **Try Reset Method**: If notifications aren't working, try turning **all** VillageMetrics notifications OFF in device settings, then turn them back ON - this should re-prompt for permission - **Permission Re-prompt**: When you re-enable notifications, iOS/Android should ask "Do you agree to enable notifications?" - you must approve this - **Device Settings**: Check that VillageMetrics has notification permission in device settings - **App Settings**: Verify notifications are enabled in VillageMetrics Settings - **Do Not Disturb**: Check device's Do Not Disturb or Focus mode settings - **Background App Refresh**: Ensure VillageMetrics can run in background **Notifications Not Showing Details** (Enriched vs Generic): - **Check Consent**: Enriched notifications require HIPAA consent in onboarding or settings - **Verify Setting**: Go to Settings → Push Notification Settings → select child → check activity notification type - **Multi-Parent Issue**: If two parents, both must consent to enriched notifications **Too Many Notifications**: - **Per-Child Settings**: Disable activity notifications for specific children in Settings - **Daily Reminder**: Can disable daily reminder separately from activity notifications - **Village Education**: Inform caregivers they can adjust their own notification settings ### Subscription and Billing Issues **Subscription Not Working After Payment**: - **Payment Processing**: Allow 24-48 hours for payment to process - **Restore Purchases**: Use "Restore Purchases" in Settings → Subscription - **App Store Account**: Verify purchase through your device's app store account - **Contact Support**: Provide receipt information if issue persists **Free Trial Questions**: - **Trial Length**: 4 weeks of full access from account creation - **No Immediate Charge**: Billing begins after trial expires - **Cancel Anytime**: Cancel through your device's subscription management before trial ends - **Feature Access**: All features available during trial period **Caregiver Can't Access App**: - **Subscription Status**: Check if parent's subscription is active - **Invitation Status**: Verify caregiver's invitation was accepted, not just sent - **Permission Settings**: Ensure caregiver has at least one permission enabled - **Account Issues**: Caregiver may need to contact support for account-specific problems ### Export and Sharing Problems **PDF Export Not Working**: - **Consent Required**: Must agree to export consent on first use - **Internet Connection**: Export generation requires good connectivity - **Data Amount**: Large time periods may take longer to generate - **Try Different Time Period**: Start with shorter period (7 days) to test **CSV Export Empty or Incomplete**: - **Time Period Selection**: Ensure selected period contains journal entries - **Data Coverage**: Check that journal entries exist in the chosen date range - **Format Issues**: Try opening CSV in different applications (Excel, Google Sheets, etc.) **Clipboard Not Working**: - **Individual Consent**: Check Settings → Data Sharing → Clipboard Data Access - **Caregiver Access**: If you're a caregiver, parent must enable caregiver clipboard access - **Multi-Parent Consent**: Both parents must consent for caregiver clipboard access - **Device Permissions**: Ensure app has clipboard access in device settings ## Performance Issues ### App Running Slowly **General Performance**: - **Restart App**: Close completely and reopen - **Device Storage**: Ensure sufficient free storage space on device - **Background Apps**: Close other apps that may be using device resources - **Update App**: Install latest version from app store **Analysis Loading Slowly**: - **Data Amount**: Large time periods with many entries take longer to load - **Network Speed**: Analysis requires internet connection to load - **Try Smaller Time Periods**: Start with 7 days, gradually increase - **Peak Usage**: Performance may be slower during high-usage times ### Voice Recording Issues **Recording Not Starting**: - **Microphone Permissions**: Check that VillageMetrics has microphone access in device settings - **Hardware Issues**: Test microphone with other apps to confirm it's working - **Background Apps**: Close other apps that might be using microphone - **Restart App**: Force close and reopen VillageMetrics **Poor Transcription Quality**: - **Background Noise**: Record in quiet environment when possible - **Speaking Clearly**: Speak at normal conversational pace - **Device Position**: Hold device at normal talking distance - **Multiple Attempts**: Try re-recording if transcription seems very inaccurate ## Getting Additional Help ### In-App Support **Ask Anything Feature**: - **App Usage Questions**: How to use specific features - **Data Interpretation**: Understanding your analysis and insights - **Troubleshooting**: Basic problem-solving for app functionality - **Best Practices**: Guidance on effective use of VillageMetrics **Limitations of Ask Anything**: - Cannot resolve account-specific technical issues - Cannot provide medical advice or recommendations - Cannot fix billing or subscription problems - Cannot recover lost data or reset passwords ### Email Support **Contact Information**: hello@villagemetrics.com **When to Email Support**: - Billing and subscription issues - Account access problems - Technical issues that persist after troubleshooting - Data sync problems between devices - Privacy or security concerns - Feature requests or bug reports **What to Include in Support Emails**: - **Specific Error Messages**: Screenshot or exact text of any error messages - **Device Information**: iPhone/Android, app version, device model - **Steps to Reproduce**: What you were doing when the problem occurred - **Account Information**: Email address associated with account (don't include passwords) - **Timeline**: When the issue started and how frequently it occurs ### Response Times and Expectations - **Typical Response Time**: 24-48 hours for most inquiries - **Billing Issues**: Usually resolved within 1-2 business days - **Technical Problems**: May require back-and-forth troubleshooting - **Feature Requests**: Acknowledged but may not be immediately implemented ### Account Recovery - **Forgot Which Email**: Check with other family members who might remember - **Lost Access to Email**: Contact support with as much account information as possible - **Subscription Recovery**: Use "Restore Purchases" first, contact support if that doesn't work - **Data Recovery**: VillageMetrics cannot recover deleted accounts or children - deletions are permanent ## Preventive Measures ### Regular Maintenance - **Keep App Updated**: Install updates promptly for bug fixes and new features - **Monitor Storage Space**: Ensure device has adequate free space - **Review Settings Periodically**: Check notification and permission settings quarterly - **Backup Important Data**: Export important analysis reports periodically ### Best Practices for Stability - **Consistent Internet**: Use reliable Wi-Fi when possible for better performance - **Device Restarts**: Restart your device weekly to clear memory and refresh performance - **Background App Management**: Don't force-close VillageMetrics unnecessarily - **Update Device OS**: Keep device operating system current for compatibility --- Most issues can be resolved through these troubleshooting steps, but don't hesitate to contact support when problems persist. The VillageMetrics team is committed to ensuring you can effectively track and understand your child's behavioral patterns.