Troubleshooting the Seaty Mobile App

Troubleshoot the Seaty mobile app: fix common iOS and Android issues including crashes, scanning errors, slow performance, and connection problems.

At its simplest, troubleshooting answers one question: Why isn't the app working as expected, and how do I fix it?

Who uses this: Anyone experiencing issues with the Seaty mobile app.

Key capabilities:

Diagnose and resolve common app problems yourself
Find the right support channel when you need help
Provide useful information to speed up support responses

How It Works

At a glance: Most issues can be resolved by restarting the app, checking your internet connection, or clearing cached data.

1. Identify the problem area

Determine whether the issue relates to network connectivity, file downloads, scanning, or general performance.

2. Try basic fixes

Simple steps like restarting the app or checking your internet connection resolve most issues.

3. Follow specific guidance

Use the detailed guides below for step-by-step solutions to particular problems.

4. Contact support if needed

When self-help doesn't work, reach out with the right information to get faster assistance.

Think of it this way:

Basic fixes solve most temporary glitches

Specific guides address particular features

Support contact helps when you're stuck

Quick Links to Common Issues

Connection Issues - Network problems, offline mode, timeouts
Download Problems - File download failures, storage issues
Scanning Issues - QR code scanning, camera problems, validation errors
Performance - App slowness, battery drain, memory issues

App Version Information

When contacting support, the app automatically includes your version and device details in the email. To send a support request with this information:

Open the Seaty app
Tap the menu icon in the top corner
Tap Need help?
Tap the Support@Seaty.co.uk button to compose an email with your details pre-filled

Getting Help

Support Contact

If you cannot resolve your issue using these guides:

Email: support@seaty.co.uk

Note: Using the Need help? button in the app automatically includes your app version and device details in the email, which helps us assist you faster.

What to include in your support request:

Description of the issue - What happens and when
When the problem started - Today? Last week? After an update?
Steps you've already tried - What troubleshooting steps you followed
Screenshots - If relevant (never include sensitive ticket information)

Emergency Issues

For urgent issues during live events:

Call your event organiser directly
They have direct access to technical support
Have your event name and organisation ready

Common Issues Summary

Network & Connectivity

No internet connection during scanning
"Unable to connect" or "Request failed" errors
Slow data loading
Offline mode not activating

Quick fix: Verify internet connection, switch between Wi-Fi and mobile data

Downloads

Files won't download
"Low Storage" warnings
Downloads stuck at 0% or 100%
Corrupt file downloads

Quick fix: Clear app cache (Settings → Data & privacy → Clear cache), check available storage space

Scanning

Camera not working
QR codes not detected
"Ticket already scanned" errors
Scanner shows "Access Denied"

Quick fix: Grant camera permission in device Settings → Apps → Seaty → Permissions, improve lighting

Performance

App running slowly
Battery draining quickly
App crashes or freezes
Storage filling up quickly

Quick fix: Restart the app, clear cache, remove old downloaded files

General Troubleshooting Steps

Before contacting support, try these steps:

1. Force Close and Restart

Close the app completely (don't just background it)
Wait 5 seconds
Reopen the app

2. Verify Internet Connection

Open Safari (iOS) or Chrome (Android) and load google.com
Test if other apps access the internet successfully
Switch between Wi-Fi and mobile data

3. Update the App

Check the App Store (iOS) or Google Play (Android) for updates
Install any available updates
Restart the app after updating

4. Clear Cache

Open Seaty app
Navigate to Settings → Data & privacy
Tap Clear cache
Confirm when prompted
Restart the app

5. Check Device Storage

Go to your device Settings → Storage
Ensure you have some free space available
Delete unused apps or files if needed

6. Check Permissions

Go to device Settings
Find Seaty in your apps list
Check that Camera, Storage, and Network permissions are enabled

7. Reinstall the App (Last Resort)

Warning: This will delete all offline data and cached files

Delete the Seaty app from your device
Reinstall from App Store or Google Play
Sign in with your account
Re-download any offline event data you need

Known Limitations

Offline Mode

Offline ticket data is cleaned up 24 hours after the event date
You must be online to download offline data
Large events may take several minutes to download

File Management

Large files (over 50MB) are stored on your device rather than held in memory
When device storage is low, files are stored temporarily and deleted after 30 minutes
Background downloads may pause when the app is closed

Scanning

Requires camera permission and good lighting
Offline scanning requires pre-downloaded event data
When multiple staff scan at the same time, there may be a brief delay before scan results appear on other devices

Platform-Specific Notes

iOS

Camera Permission: Settings → Seaty → Camera → Enable
Storage: iOS manages storage automatically, but you can check Settings → General → iPhone Storage
Background Audio: Must grant permission for media playback with screen locked

Android

Camera Permission: Settings → Apps → Seaty → Permissions → Camera
Storage: Settings → Storage → Internal Storage
Battery Optimisation: Disable battery optimisation for Seaty to prevent background task interruption

Explore Troubleshooting

Browse the topics below to learn more about troubleshooting in the Seaty mobile app.

Connection Issues

Fix network and connection problems

Download Problems

Resolve file download issues

Scanning Issues

Fix QR code scanning problems

Performance

Improve app performance

Common Questions

Getting Help

How do I contact support? Tap the menu icon, then Need help?, then the Support@Seaty.co.uk button. This automatically includes your app version and device information in the email.

What information should I include in a support request? Describe what's happening, when it started, and what you've already tried. The app includes your device details automatically when you use the in-app support button.

How long does support take to respond? We typically respond within 24 hours during business hours (Monday to Friday, 9am to 5pm UK time).