Troubleshooting Guide

Solution Steps:

Step 1: Check Internet Connection

1. Open Safari and try loading a webpage
2. Verify Wi-Fi is connected (Settings → Wi-Fi)
3. Or verify cellular data is enabled (Settings → Cellular)

✅ If internet works, proceed to Step 2

❌ If internet doesn't work, reconnect to Wi-Fi or enable cellular data

Step 2: Force Refresh

1. Open AuPairSync
2. Navigate to any screen (Calendar, Tasks, Messages)
3. Pull down from top of screen and release
4. Wait for refresh spinner to complete

✅ If data updates, issue resolved!

❌ If data still old, proceed to Step 3

Step 3: Force-Quit and Reopen

1. Swipe up from bottom of screen (or double-click home button)
2. Find AuPairSync in app switcher
3. Swipe up on AuPairSync to force-quit
4. Tap AuPairSync icon to reopen
5. Wait 30 seconds for sync

✅ If data updates, issue resolved!

❌ If data still old, proceed to Step 4

Step 4: Sign Out and Sign In

1. Open AuPairSync
2. Tap Settings → Account
3. Scroll to bottom
4. Tap "Sign Out"
5. Tap "Sign In"
6. Enter your email and password
7. Wait for sync to complete

✅ If data updates, issue resolved!

❌ If data still old, proceed to Step 5

Step 5: Restart iPhone

1. Press and hold Side Button + Volume Down
2. Slide to power off
3. Wait 10 seconds
4. Press and hold Side Button to turn on
5. Open AuPairSync
6. Wait for sync

✅ If data updates, issue resolved!

❌ If data still old, contact support

Advanced Troubleshooting:

• Check with other family members if they can see updates (isolate issue)
• Update iOS: Settings → General → Software Update
• Update AuPairSync: App Store → Updates → AuPairSync
• Reinstall app (data will sync back after sign-in)

Causes & Solutions:

Cause 1: Poor Internet Connection

• Test internet speed (use Fast.com or Speedtest app)
• Solution: Switch from Wi-Fi to cellular data (or vice versa)
• Solution: Move closer to Wi-Fi router
• Solution: Restart Wi-Fi router

Cause 2: Large Photo Library

• Too many photos in activity logs
• Solution: Archive old activities (Settings → Data → Archive)
• Solution: Delete unnecessary photos

Cause 3: Low iPhone Storage

1. Settings → General → iPhone Storage
2. If available storage < 1 GB, delete unused apps or photos
3. AuPairSync needs ~500 MB for optimal performance

Cause 4: Outdated App/iOS

1. Update AuPairSync (App Store → Updates)
2. Update iOS (Settings → General → Software Update)
3. Restart iPhone after updates

Still slow? Contact support with:

• Internet speed test results
• iPhone model and iOS version
• How long sync typically takes

Solution Steps:

Step 1: Check iPhone Notification Settings

1. Open Settings app
2. Tap Notifications
3. Scroll to AuPairSync
4. Verify settings:
   • ✅ Allow Notifications: ON
   • ✅ Lock Screen: ON
   • ✅ Notification Center: ON
   • ✅ Banners: ON
   • ✅ Sounds: ON (optional)
   • ✅ Badges: ON (optional)

Step 2: Check In-App Notification Settings

1. Open AuPairSync
2. Tap Settings → Notifications
3. Verify these are enabled:
   • ✅ New messages
   • ✅ Task assignments
   • ✅ Calendar reminders
   • ✅ Activity updates
   • ✅ Family updates

Step 3: Check Do Not Disturb / Focus Modes

1. Settings → Focus
2. Verify Do Not Disturb is OFF
3. If using Focus modes, add AuPairSync to "Allowed Apps":
   • Tap your Focus mode (Work, Sleep, etc.)
   • Tap Apps → Add Apps
   • Select AuPairSync

Step 4: Check Low Power Mode

1. Settings → Battery
2. If Low Power Mode is ON, notifications may be delayed
3. Turn OFF for immediate notifications

Step 5: Reinstall Notification Permissions

1. Open AuPairSync
2. Settings → Notifications
3. Tap "Reset Notification Permissions"
4. Accept permission prompt when it appears

✅ Issue resolved!

❌ Still not working? Contact support

Solution:

Option 1: Adjust Notification Types

1. Open AuPairSync
2. Settings → Notifications
3. Disable notification types you don't want:
   • Messages (⚠️ careful - you'll miss family messages)
   • Task assignments (recommended to keep ON)
   • Calendar reminders (recommended to keep ON)
   • Activity updates (can safely disable)
   • Family updates (can safely disable)

Option 2: Adjust Message Notifications

1. Settings → Notifications → Messages
2. Choose notification frequency:
   • Immediate - Every message instantly
   • Summary - Batched every hour
   • Off - No message notifications (not recommended)

Option 3: Mute Individual Conversations

1. Open Messages tab
2. Long-press on conversation
3. Tap "Mute Notifications"
4. Choose duration (1 hour, 1 day, forever)

Option 4: Quiet Hours

1. Settings → Notifications → Quiet Hours
2. Enable "Quiet Hours"
3. Set time range (e.g., 9 PM - 7 AM)
4. Notifications are silenced during this time

Solution Steps:

Step 1: Check Photo Permissions

1. Open iPhone Settings
2. Scroll to AuPairSync
3. Tap Photos
4. Select "All Photos" (not "Selected Photos")

Step 2: Check Photo File Size

• AuPairSync maximum: 10 MB per photo
• Check photo size:
  1. Open Photos app
  2. Select the photo
  3. Tap share button → Options
  4. Look at file size
• If over 10 MB:
  • Use "Medium" or "Small" quality when sharing
  • Or compress photo using third-party app

Step 3: Check Internet Connection

• Photos require stable connection
• Switch between Wi-Fi and cellular
• Wait for strong signal before uploading

Step 4: Check Available Storage

• Settings → General → iPhone Storage
• Free up space if less than 500 MB available
• Delete unused apps or photos

Step 5: Retry Upload

1. Force-quit AuPairSync
2. Reopen app
3. Navigate back to photo upload screen
4. Try again

Step 6: Try Alternative Method

• Instead of uploading from library, try "Take Photo"
• Photos taken directly in app may upload more reliably

✅ Issue resolved!

❌ Still failing? Email support@aupairsync.com with:

• Screenshot of error message
• Photo file size
• Internet connection type (Wi-Fi or cellular)

Explanation:

AuPairSync compresses photos to save storage and improve upload speed.

Maximum Quality Settings:

1. Settings → Media → Photo Quality
2. Select "High Quality" (vs. "Standard" or "Low")
3. Note: High quality uses more storage and data

Original Quality:

• AuPairSync does NOT store original full-resolution photos
• This is intentional to keep app fast and storage low
• Original photos remain in your iPhone Photos library

For Important Photos:

• Share full-resolution photos via AirDrop or iCloud outside AuPairSync
• Use AuPairSync for everyday documentation and quick sharing

Solution:

Step 1: Check Camera Permission

1. Settings → AuPairSync → Camera
2. Enable if disabled

Step 2: Check Photos Permission

1. Settings → AuPairSync → Photos
2. Select "All Photos"

Step 3: Restart App

1. Force-quit AuPairSync
2. Reopen app
3. Try accessing camera/photos again

Step 4: Reinstall App (Nuclear Option)

1. Delete AuPairSync (data is safe - stored in cloud)
2. Reinstall from App Store
3. Sign in
4. Accept permission prompts when asked

Solution:

1. Open AuPairSync
2. Tap "Sign In"
3. Tap "Forgot Password?"
4. Enter your email address
5. Tap "Send Reset Link"
6. Check email (including spam/junk folder)
7. Click reset link in email
8. Create new password
9. Sign in with new password

Didn't receive email?

• Check spam/junk/promotions folder
• Verify email spelling is correct
• Wait 5 minutes (email may be delayed)
• Try again
• If still not received: Email support@aupairsync.com

Solution Steps:

Step 1: Verify Email Spelling

• Check for typos
• Verify correct email address
• Check with family member what email was used

Step 2: Reset Password

• Tap "Forgot Password?"
• Follow password reset process

Step 3: Check Account Status

• Account may have been deleted
• Email support@aupairsync.com to verify

Step 4: Check Internet Connection

• Sign-in requires internet
• Switch between Wi-Fi and cellular

Common Issues:

Error: "Invalid Invitation Code"

• Code may have expired (codes expire after 7 days)
• Ask host family to generate new code
• Verify code spelling (no spaces, correct characters)

Error: "Code Already Used"

• Each code can only be used once
• Request new invitation code

Error: "Family Full"

• Family account may have reached member limit
• Contact host family to resolve

Still not working?

Email support@aupairsync.com with:

• Invitation code
• Error message (screenshot)
• Host family contact information

Solution Steps:

Step 1: Check Filters

1. Open Calendar tab
2. Tap filter icon (funnel, top right)
3. Verify no active filters
4. Tap "Clear All Filters"

Step 2: Check Date Range

• Swipe to current date
• Verify you're looking at correct month/week
• Events may be in past or future

Step 3: Refresh Calendar

• Pull down to refresh
• Wait for sync to complete

Step 4: Check Family Membership

• Settings → Family
• Verify you're in correct family
• Events are family-specific

Step 5: Check Event Assignment

• Events may be assigned to other family members
• Clear filters to see all events (not just yours)

Explanation:

Only the event creator can edit or delete events.

Solution:

• Ask event creator to make changes
• Or ask creator to delete event so you can recreate

Future Feature:

We're working on shared editing permissions for families.

Check:

1. Tap Tasks tab
2. Verify filter: "All Tasks" (not just "My Tasks")
3. Check completed tasks aren't hidden
4. Pull down to refresh

Still missing?

• Task may have been deleted
• Check with family member who created task

Common Cause:

• Task assigned to different family member
• Only assignee can mark complete

Solution:

• Ask assignee to mark complete
• Or reassign task to yourself first

Solution Steps:

Step 1: Check Internet

• Verify connection
• Messages require internet

Step 2: Check Recipient

• Verify recipient is in your family
• Can't message people outside family

Step 3: Wait for Retry

• App automatically retries failed messages
• Wait 1-2 minutes

Step 4: Force-Quit and Retry

• Force-quit app
• Reopen
• Message should send

Step 5: Resend Message

• Long-press on failed message
• Tap "Resend"

Check:

1. Messages tab
2. Scroll down to see older messages
3. Pull down to load more

Messages automatically load as you scroll.

Missing specific conversation?

• Conversation may have been deleted
• Check with family member

Immediate Solution:

1. Force-quit app (swipe up in app switcher)
2. Restart iPhone
3. Reopen AuPairSync

If Crashes Persist:

Step 1: Update iOS

• Settings → General → Software Update
• Install any available updates

Step 2: Update AuPairSync

• App Store → Updates
• Install AuPairSync update

Step 3: Free Up Storage

• Settings → General → iPhone Storage
• Delete unused apps/photos
• Need at least 1 GB free space

Step 4: Offload and Reinstall

1. Settings → General → iPhone Storage → AuPairSync
2. Tap "Offload App" (keeps data)
3. Tap "Reinstall App"
4. Sign in again

Step 5: Report Crash

• Crashes auto-reported to developers
• Email details to support@aupairsync.com:
  • What were you doing when crash happened?
  • Does it crash repeatedly?
  • iPhone model and iOS version

Common Causes:

Background App Refresh:

1. Settings → General → Background App Refresh
2. Find AuPairSync
3. Turn OFF (messages will still sync when app is open)

Location Services (if enabled):

1. Settings → Privacy → Location Services
2. Find AuPairSync
3. Select "Never" (app doesn't need location)

Notifications:

• Reduce notification frequency
• Settings → Notifications → adjust

Old iPhone:

• Older iPhone models may struggle
• Consider updating device

Solution:

For Au Pairs:

1. Contact host family immediately
2. Ask them to create new account
3. They send new invitation code
4. Rejoin with new code

For Parents:

1. If account was deleted accidentally:
   • Email support@aupairsync.com within 24 hours
   • Account may be recoverable
2. If account permanently deleted:
   • Create new account
   • Re-enter family information (cannot be recovered)
   • Invite au pair with new code

Prevention:

• Use password manager to save credentials
• Share account access with spouse/partner
• Export data regularly (Settings → Privacy → Export Data)