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Mobile App Troubleshooting

Solutions to common issues with the FairTest mobile app.

App won't open​

  • Force close the app and reopen it
  • Check for updates in the App Store (iOS) or Google Play (Android) and install the latest version
  • Restart your device if the issue persists

Can't log in​

  • Ensure you're using the correct email and password
  • Check your internet connection
  • Try logging in to the web app at app.fairtest.com.au to verify your credentials work
  • If your organisation uses SSO, make sure your SSO provider is accessible

Biometric login not working​

  • Disable and re-enable biometric login in Account settings within the app
  • Ensure Face ID or fingerprint is set up on your device in your device's system settings
  • If you recently changed your biometric data (e.g., added a new fingerprint), you may need to re-enable biometric login

Photos won't upload​

  • Check your internet connection — photos require an active connection to upload
  • Photos are compressed automatically, but very large files may still fail on slow connections
  • Use standard image formats (JPG, PNG)
  • Try again when you have a stronger connection

GPS not capturing​

  • Open your device's settings and enable location permissions for FairTest
  • Ensure your device's location services are turned on
  • If you're indoors, GPS accuracy may be reduced — try moving closer to a window or outside

App is slow or freezing​

  • Check for app updates and install the latest version
  • Force close and restart the app
  • Ensure you have a stable internet connection
  • Clear the app cache if your device supports it

Camera not working​

  • Open your device's settings and grant camera permissions to FairTest
  • If the camera works in other apps but not FairTest, try force closing and reopening the app
  • Restart your device if the issue persists

Still need help?​

Contact support at support@fairtest.com.au and include:

  • Your device model and operating system version
  • The version of the FairTest app (found in Account settings)
  • A description of the issue and any error messages

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