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

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 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)

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

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.