Onboarding Scenarios
This topic describes the common issues that can occur during onboarding and setting up an account, and the steps to resolve them. The error message displayed on the app assists you to identify the cause and mitigate the issue.
| Error Message | Cause | Workaround |
| Please wait. Your phone number is currently being registered with the TeleMessage server. Edit Number. | Registering your number with the Telemessage server is ongoing. The process is taking longer as the server is down or is handling a load. | * Ensure that the Telemessage server is up and available. * If the server is down, try registering after some time. * If the server is up and available, do not close the app. Wait for the app to progress to the next step. * If your organization has an MDM, some security restrictions can block communication between the server and the app. * An admin must remove these restrictions. * If the devices are not fully managed by the organization, users can download the app from App Center or Google Play. |
| Error. This phone number was previously deactivated on this device. It will be automatically logged in when it is reactivated. There is no need to login. Send Logs. OK. | * The account status of the user in the Telemessage server is set to suspended, blocked, or deleted. * The TeleMessage server might be down and unavailable. | * Admins must check if the user is active in Capture Mobile. * If the server is down and unavailable, users must wait for some time and not uninstall app. |
| * iOS: Error. Error with registration please try again later. OK. * Android: Oops! TeleMessage couldn’t locate your account. Please send logs to support and contact your system administrator. SEND LOGS. OK. | The TeleMessage server is down and not responding. | Contact TeleMessage support. |