Search events

Connection Issues

Fix network and connection problems

Network connectivity problems can prevent the app from loading event data, scanning tickets, or accessing files. This guide helps you resolve common connection issues and get back to using Seaty.

At its simplest, troubleshooting connection issues answers one question: Why can't the app communicate with the server, and how do I fix it?

Who uses this: Any Seaty app user experiencing network-related problems.

Key capabilities:

  • Identify the cause of connection problems
  • Resolve issues with loading event data
  • Set up offline mode for scanning without internet
  • Fix authentication and permission errors
  • Optimise your connection for better performance

How It Works

At a glance: Connection issues typically follow a pattern - identify the symptom, check your network, try basic fixes, then use offline mode if needed.

1. Recognise the Problem

The app shows clear messages when something goes wrong with your connection. Common signs include "No internet connection" banners, loading screens that never complete, or error messages when trying to access events.

2. Check Your Network

Before troubleshooting the app, verify your internet connection works. Open your phone's web browser and try loading any website. If websites load, your internet works and the issue may be temporary.

3. Try Basic Fixes

Most connection problems resolve by switching networks (Wi-Fi to mobile data or vice versa), restarting the app, or waiting a few minutes for temporary server issues to clear.

4. Use Offline Mode

For event scanning, you can download ticket data in advance. This lets you scan tickets without needing an internet connection during the event.

Think of it this way:

  • Your connection is the road between your phone and Seaty's servers
  • Offline mode is like having a local copy of the event data on your phone
  • Syncing happens automatically when you reconnect to the internet

Cannot Connect to Server

What you might see:

  • "You are currently offline" message at the top of screens
  • Data won't load or refresh
  • Blank screens instead of event information
  • Buttons that don't respond

Possible causes:

  • No internet connection
  • Server temporarily unavailable
  • Network timeout
  • VPN or firewall blocking the app

Verify Your Internet Connection

  1. Open Safari (iOS) or Chrome (Android)
  2. Navigate to google.com
  3. If it loads, your internet connection works
  4. If not, check your Wi-Fi or mobile data settings

Try Different Networks

  • Switch between Wi-Fi and mobile data
  • Disable VPN if you're using one
  • Try a different Wi-Fi network
  • Move closer to your Wi-Fi router

Restart Network Connection

  • iOS: Settings, then Wi-Fi, then toggle Off and On again
  • Android: Settings, then Network & Internet, then toggle Aeroplane Mode On and Off

Request Timeouts

What you might see:

  • "Request timeout" messages
  • App takes very long to load data
  • Operations hang then fail

Possible causes:

  • Slow internet connection
  • Server under heavy load
  • Large data transfers on poor connection
  • Network congestion

Test Connection Speed

  1. Run a speed test using fast.com or similar service
  2. Minimum required: 3 Mbps download speed
  3. If slower, switch to a faster Wi-Fi network or mobile connection

Retry the Operation

  • Wait 30 seconds
  • Try again with a more stable connection
  • Avoid starting multiple downloads at once

Use Offline Mode Instead

For scanning events:

  1. Download event data when you have a good connection
  2. Navigate to your event
  3. Enable offline scanning in scan settings
  4. Scan tickets offline without timeout risk

Offline Mode Not Working

What you might see:

  • Cannot scan tickets without internet
  • "Download event data" option not available
  • Offline data showing as unavailable
  • Scans not syncing when back online

Possible causes:

  • Event data not downloaded
  • Offline data has expired (cleared 24 hours after the event ends)
  • Device storage full
  • Wrong event selected

Why does offline data expire? For security, the app automatically removes downloaded ticket data 24 hours after the event date. This prevents old ticket data from being misused.

Download Event Data (Requires Internet)

  1. Connect to Wi-Fi or mobile data
  2. Navigate to your event
  3. Open scan settings and enable offline mode
  4. Download the event data
  5. Wait for download to complete (may take 1-5 minutes for large events)
  6. You'll see confirmation when complete

Verify Sufficient Storage

  • Check device storage in your phone's Settings
  • Need at least 100MB free for typical events
  • Large events may require 500MB or more
  • Clear old downloads to free space: go to Data & Privacy in the app menu

Test Offline Mode

  1. Enable aeroplane mode on your device
  2. Open Seaty and navigate to your event
  3. Try scanning a test ticket
  4. Should work if offline data downloaded correctly
  5. Scans automatically sync when internet connection restored

Authentication Errors

What you might see:

  • "Failed to load data" errors
  • "Session expired" messages
  • Authentication errors
  • "User account issue" messages

Possible causes:

  • Your session has expired
  • Server experiencing issues
  • Permission removed from your account
  • Signed into wrong account

Session Expired

Your session may have expired:

  1. Force close the app
  2. Reopen the app
  3. Sign in again if prompted
  4. Try your operation again

Permission Issues

You may not have permission for this action:

  1. Contact your event organiser to verify your permissions
  2. Request necessary permissions if missing
  3. Confirm you're signed into the correct account

Server Issues

If the problem is on Seaty's side:

  • Wait 5-10 minutes and try again
  • Contact support@seaty.co.uk if the issue persists
  • Server issues are typically resolved quickly

Try Clearing App Cache

If errors persist:

  1. Open the app menu
  2. Go to Data & Privacy
  3. Tap Clear Cache
  4. Restart the app
  5. Contact support if it persists

Slow Data Loading

What you might see:

  • Events take a long time to load
  • Screens show loading indicators for extended periods
  • Images load slowly or not at all
  • File downloads are very slow

Possible causes:

  • Slow internet connection
  • Large event data
  • Poor cellular signal
  • Server under load

Move to Better Location

  • Closer to Wi-Fi router
  • Near window for better mobile signal
  • Away from interference (microwaves, metal structures)

Close Background Apps

  • Other apps may be using bandwidth
  • Close apps you're not using
  • Disable automatic updates temporarily

Download Data in Advance

For events:

  1. Download offline event data when on fast Wi-Fi
  2. Access downloaded data instantly during event
  3. No waiting for slow connections

VPN Connection Issues

What you might see:

  • App works without VPN but fails with VPN
  • Intermittent connection problems
  • Authentication failures when VPN active

Possible causes:

  • VPN blocking Seaty's servers
  • VPN causing routing delays
  • Geographic routing issues

Disable VPN Temporarily

  • Turn off your VPN
  • Test if app works
  • If it works, VPN is the issue

Whitelist Seaty Domains

If you need to keep VPN enabled, add these to your VPN's whitelist:

  • seaty.co.uk and all subdomains

Try Different VPN Server

  • Connect to a UK-based VPN server
  • Seaty is UK-focused, so UK servers work best

Platform-Specific Issues

iOS

Mobile Data Restrictions:

  • Settings, then Cellular, then find Seaty and enable it
  • iOS may block mobile data for apps

Low Data Mode:

  • Settings, then Cellular, then Cellular Data Options, then Low Data Mode Off
  • Low Data Mode restricts background networking

iCloud Private Relay:

  • May interfere with connections
  • Settings, then Apple ID, then iCloud, then Private Relay Off (for testing)

Android

Data Saver Mode:

  • Settings, then Network & Internet, then Data Saver Off
  • Or whitelist Seaty from Data Saver

Background Data:

  • Settings, then Apps, then Seaty, then Mobile Data, then Allow background data

Wi-Fi Sleep Policy:

  • Settings, then Wi-Fi, then Advanced, then Keep Wi-Fi on during sleep set to Always

Advanced Troubleshooting

Clear App Cache

  1. Open the app menu
  2. Go to Data & Privacy
  3. Tap Clear Cache
  4. Confirm the action
  5. Restart app
  6. Reconnect to network

Reset Network Settings (iOS)

Warning: This forgets all Wi-Fi passwords

  1. Settings, then General, then Transfer or Reset iPhone
  2. Reset, then Reset Network Settings
  3. Enter passcode
  4. Confirm reset
  5. Reconnect to Wi-Fi

Reset Network Settings (Android)

  1. Settings, then System, then Reset Options
  2. Reset Wi-Fi, mobile & Bluetooth
  3. Confirm reset
  4. Reconnect to networks

Common Questions

Connection Basics

How do I know if I'm offline? When you're offline, a banner appears at the top of the screen saying "You are currently offline". Some features may be unavailable until you reconnect.

Why does the app need an internet connection? The app needs to communicate with Seaty's servers to load event data, verify tickets, and sync your activity. Offline mode lets you scan tickets without internet, but you need to download the data first.

How long can I use offline mode? You can use offline mode for the duration of your event. Downloaded ticket data is automatically removed 24 hours after the event ends for security.

Troubleshooting

I've tried everything and it still doesn't work. What now? Contact support@seaty.co.uk with details about your device, what you've tried, and any error messages you see. Screenshots help us diagnose the issue faster.

Does clearing the cache delete my downloaded files? No, clearing the cache only removes temporary data. Your downloaded files and offline ticket data remain intact.

Why do I keep getting signed out? Sessions expire for security. If you're being signed out frequently, check that your device's date and time are set correctly, and ensure you have a stable connection when signing in.

Offline Scanning

Can I scan tickets if the venue has no Wi-Fi? Yes, if you download the event data beforehand. Enable offline mode in scan settings and download while you have internet access.

What happens to scans made offline? Scans are saved locally and automatically sync to the server when you reconnect to the internet. You'll see confirmation when syncing completes.

How much data does offline mode need? Typical events need about 100MB. Large events with many tickets may need up to 500MB. Check your device's available storage before downloading.

Still Having Issues?

If connection problems persist:

Contact Support: Email: support@seaty.co.uk

What to include in your support request:

  1. App version - Found in the app's General Settings
  2. Device model - Your phone model and OS version
  3. Connection type - Wi-Fi, 4G, 5G
  4. Error messages - Screenshot if possible
  5. When it started - Today? Last week? Specific date?
  6. Does it happen on all networks? - Tested on multiple Wi-Fi and mobile connections
  7. What you've already tried - Troubleshooting steps you followed