Known Issues, Symptoms and Resolutions

Platform

Version

Supports

iOS

v1.X.X

• End of life was June 2016, no longer supported

• Supported iOS versions older than iOS 10

V2.X.X

• Supports iOS 10 and up

V3.X.X

•Supports iOS 10 and up

v4.X.X

• Current version

•Supports iOS 11 and up

Android

v1.X.X

• End of life will be Feb 2018 and will no longer be supported

• Supported versions up to Android 4.4

v2.X.X

• Supports Android 4.4 and up

v3.x.x

• Current version

• Supports Android 5.0 and up

You are having difficulty connecting to a network or our servers

Symptoms:

i) App crashing 

ii) An error message appears indicating that you cannot connect to the internet

iii) Location cannot be found

Related To: ios Forced Update

Identified in: V.3.9   09/01/2018

Work around/Fix:

i) Update to iOS 10 or higher

ii) If you prefer to not update, you can try using m2@paybyphone.com from your phone's web browser or the IVR (phone # on sign.)

Accidentally Parking as a Guest User

Symptoms:

i) The App is always prompting to enter my location, plate, phone number, email address and payment details. 

ii) A transaction is not appearing in my recent history or I can’t download a receipt for a recent transaction.

 iii) The system asking me to create an account and when I input my phone number it says user already exists.

Related To: Progressive registration feature

Identified in: V.3.0.1    10/18/2018

Fixed: V.3.32     02/12/2018

Work around/Fix:

i) User interface updates to make it clear when a user is logged out of their account. 

ii) Guest account users can input email address to receive transaction details at the time of purchase. 

iii) The app will prompt you to register an account at the end of the Guest parking flow. You have likely transacted under a guest account when you already have an account set up.

'Location not found' displays

Known issue.

The App cannot find my location. The screen is greyed out and unresponsive.

Related to: Location is not set to proper country

Identified: May 2017

Fixed: n/a

Resolution:Click the App Menu bar>Account Settings>Location Services >Manually set your Country

Cannot park in the future error message

Symptom:

The app is telling me that I cannot park in the future.

Related To: Device calendar not set to Gregorian

Identified: ongoing

Fixed: n/a

Resolution:

1. Open Settings

2. Click Calendar

3. Click Alternate Calendars

4. Ensure the phone is not set to Chinese

Keyboard blocking submit button on password reset screen 

Symptom:

Keyboard blocking the submit button when a user is trying to reset password via the reset password link sent by SMS

Related To: Bug Keyboard blocking number pad

Identified:11/18/2017

Fixed: V.3.3.0     01/02/2018

Users prompted to login every time they launch the app 

Symptom:

The app asks user to enter their login details each time they go to park.

Related To: Lost authentication token in OS

Identified: 11/06/2017

Fixed/Release Date:  V 2.8.1.7189

Auth token is no longer lost when app is closed. User credentials are maintained when launching the app.

Accidentally Parking as a Guest

 Symptoms:

i) The App is always prompting to enter my location, plate, phone number, email address and payment details. 

ii) A transaction is not appearing in my recent history or I can’t download a receipt for a recent transaction. 

iii) The system asking me to create an account and when I input my phone number it says user already exists

Related To: Progressive registration feature

Identified in: V 2.5.0 (7159)     11/06/2017

Fixed/Release dateV 2.9.0 (7191)     02/13/2018

Work around/Fix:

i) User interface updates to make it clear when a user is logged out of their account.

 ii) Guest account users can input email address to receive a transaction details at the time of purchase. 

Iii) you are likely transacting as a guest account when you already have an account set up

App is requesting several permissions

Symptom:

The app is asking me to approve a long list of permissions.

Related To:  Older Android OS

Identified: 10/22/2017

Fixed: 11/27/2017

Work around: none

Older versions of Android software will list each permission out and ask users to approve all at once.

The newer versions of Android OS will only prompt for permission on an as-needed basis.

Invalid CVV error when attempting to process parking payment 

Symptom:

My transaction is failing due to invalid CVV code message, but I was never prompted to input the code. 

Related To: Cached data on device

Identified: 06/07/2017

Fixed: n/a

Resolution:

Clear the cached data in your device Settings. 

Settings > Applications manager> PayByPhone app> Storage> Clear data

Payment Details Missing

Being prompted to add credit card, and when I input the payment details, the system states that the card is already on file.

Related to: Cached data on device

Identified: 02/13/2018

Fixed: 05/04/2018

Resolution:

1. Clear the cached data in your device Settings. 

Settings > Applications manager> PayByPhone app> Storage> Clear data

2.Update to Android version 2.10.2

Account information disappearing in landscape mode

I try to access the menu options and I cannot see any of my account information i.e. plate, payment info, location services

Related to: phone orientation

Identified: 01/10/2019

Fixed: the next release, scheduled around 01/31/2019

Resolution

Close the app, then ensure the phone is upright before engaging 

“Browser not supported” message displays when accessing site 

Symptoms:

I load the web app and receive an error message indicating that my browser is not supported. I am redirected to another link, m2.paybyphone.com, but this link also does not work.

 (This is common among Blackberry devices and older Android Phones)

Related To: Unsupported Android OS version

Identified:11/23/2017

Fixed: n/a

Resolution:

Customers must update to an Android OS higher than version 4.4 to use PayByPhone. 

Due to known security flaws in Android OS 4.4 and lower, PayByPhone is no longer compatible with devices on these versions.

Parking countdown clock is missing time

Symptoms:

The countdown clock has started ahead of the current time.  

Related To: Users device clock is set manually

Identified: 2017

Fixed: n/a

Resolution:

Set the phone to auto update time instead of manually setting the time.

Invalid Password

Symptoms:

Trying to create a password and the system does not accept it.

Related To: Password parameters

Identified: 2018

Fixed: n/a

Resolution:

Ensure that the alphanumeric passwords are between 6 and 20 characters and do not contain spaces.