Help Centre · 10 articles
App troubleshooting
Sign-in loops, missing policies, payment errors, and getting human help.
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Stuck on the sign-in screen
Almost always a typo — or tapping the link on a different device. Try this first.
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Policies aren't showing up
Email-mismatch is the usual cause; broker-not-supported is the other.
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App crashes / freezes
Force-quit and reopen. If it keeps happening, check the App Store for an update.
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Talking to a human
Open Profile then tap New Message to start a conversation.
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Notifications aren't arriving
Check the system setting for My Portal then re-toggle in-app under Settings.
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Face ID / Touch ID keeps failing
Re-enrol biometrics in iOS / Android settings, then turn the toggle off and back on in My Portal.
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My magic-link expired before I could tap it
Tap 'Resend confirmation email' on the sign-in screen for a fresh link.
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The app feels slow
Force-quit and reopen, then check for an App Store update. Old phones may need cache cleared.
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My Wallet shows £0
Could be: no instalment policies (one-off paid), pull-to-refresh, or a sync delay.
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Why am I being signed out?
A security event triggered a session reset. Sign in again — it's not a problem with your account.
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