iLobby Companion App
Issue 1: The iLobby Companion App is crashing.
Resolution time varies.
Step 1: Ensure your phone is running the latest available software version for your device.
Step 2: Make sure that you have the latest iLobby companion app version. If it is not the latest, please update it.
Step 3: Verify that there are no duplicate Address Book records for the associated email address.
Step 4: Try re-installing the iLobby Companion App on your mobile device and try signing in again.
Issue 2: Receiving “Invitation key is invalid. Please contact the iLobby support team to obtain a new key” error message when trying to log into the iLobby Companion app.
Resolution time varies.
Assumption:
You have a host record in the address book and would like to see your visitors in the iLobby Companion app.
Step 1. When you enter your email, click on
Let’s start!, you get a verification email. Usually, if your email address is found in the iLobby Address book of your company’s account, you should see this message:
Step 2. If you see an error message “Invitation key is invalid. Please contact the iLobby support team to obtain a new key” after you have clicked on Verify Email in the email, it means that you might have clicked on the Verify Email link twice, or the link has expired.
Step 3. Please try entering your email and clicking on the green Let's start button on the app again to get a new verification email.
Step 4. You should be directed to your default browser on your smartphone and see the confirmation that the email address was verified.
Issue 3: I don’t get a verification email when trying to log in to the iLobby Companion app.
Resolution time varies.
Assumptions:
You have a host record in the iLobby Address Book
Step 1: If after you’ve entered our email, and clicked on Let’s start!, you didn’t receive a verification email, please make sure that the email address you’ve entered is correct.
Step 2: Check your spam/junk folder in your inbox. Sometimes emails from us end up there.
Step 3: If the above steps didn’t resolve the issue, please send an email to
support@ilobby.com and provide them with the email address you are trying to log in to the companion app, and the approximate time you tried to log in.
Issue 4: I don’t have an employee pass in my companion app.
Resolution time:
Average 5 minutes
Assumptions:
You have a host record in the iLobby Address Book
Step 1: Contact an account administrator to see if the employee pass was issued to you in the iLobby Address Book
Step 2: Make sure that you don’t have duplicate records with the same email address in the Address Book.
Step 3: If the above steps don’t resolve the issue, please contact iLobby support at support@ilobby.com.
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