Troubleshooting

Your timezone is likely set incorrectly. Go to Settings → Check-in Schedule and verify the timezone matches your actual location. If it shows the wrong timezone, close and reopen the app — it should auto-detect. Contact support if it doesn't update.

Same issue — incorrect timezone. The system calculates your check-in time based on your timezone. If it's set to a different country, the times won't match. Verify in Settings → Check-in Schedule.

The same contact may be added multiple times. Go to Contacts tab and check for duplicates. Delete the extras — keep one entry with the correct name, email, and phone.

SMS is a Family plan feature ($19.99/year, billed yearly) and only fires at Stage 3+ (2+ hours overdue). Stage 1-2 alerts use push notifications and email only. Also verify the phone number includes the country code (e.g., +447... for UK, not 07...).

Check: (1) Is their email address correct in your contact entry? (2) Ask them to check spam/junk folder — emails come from support@webmobi.com. (3) If they have the app, verify push notifications are enabled in their phone Settings.

Apple Sign-In doesn't always share your name. Go to Settings → Your Profile → tap Name → enter your name → Save. If saving doesn't work, contact support and we'll set it for you.

Try: Settings → Restore Purchases. This syncs your Apple purchase with the app. If that doesn't work, contact support with your email and we'll activate your plan manually.

The Guardian Dashboard shows people who have added YOU as their emergency contact. It's empty until someone adds you. Ask the person you want to monitor to download I'm Alive, set up their check-in, and add your email as their emergency contact.

University (.ac.uk, .edu) and corporate emails often block automated messages. Try: (1) Check spam folder. (2) Use Apple Sign-In instead (recommended — no email needed). (3) Use a personal email (Gmail, Outlook).

Each sign-in method creates a separate account. Use one method consistently. If you purchased a subscription on one account, always sign in with that method. We recommend Apple Sign-In for simplicity.

Phone numbers must include the + and country code. UK: +447XXXXXXXXX (not 07...). USA/Canada: +1XXXXXXXXXX. Australia: +61XXXXXXXXX. India: +91XXXXXXXXXX.

The history screen may be showing cached data. Close the app completely and reopen it. Your check-in is saved — the display just needs to refresh.