Troubleshooting: iLobby Companion App

iLobby Companion App is Crashing  

1. Verify your mobile device is running the latest available software version available. If out of date, run any required updates.
2. Refer to the Apple App or Google Play store to confirm your device is running the latest version of the iLobby companion app. Run any necessary updates if out of date.
3. Access FacilityOS portal to verify there are no duplicate Address Book records for the associated email address.
   • Once logged in to FacilityOS select Manage
   • Select Address Book 
      
      
     
     
   • Use the Search field to search for the associated email address 
      
     
     
     
4. Delete the iLobby Companion Application from your mobile device and complete a re-install.
5. If the above steps don’t resolve the issue, reach out to our team at support@ilobby.com. We’re here to help!

iLobby Companion App Error Message:

“Invitation key is invalid. Please contact the iLobby support team to obtain a new key”

1. When logging in to the iLobby companion app for the first time begin by entering your email address.  
    
    
   
   
2. Select . An automated verification email will be sent.  
    
    
    
   
3. If your email address is included in your contact card in the Address Book you will receive the email below.  
    
    
   
   
4. Select
   • If successfully verified you will be directed to the message below in your browser.  
      
      
     
     
   • After selecting if the below error message is displayed this indicates the Verify Email link has been selected more than once or the link provided has expired. 
     “Invitation key is invalid. Please contact the iLobby support team to obtain a new key”    
      
     
     
     
5. If the initial verification did not work return to the companion application selecting or choose to  and re-enter your email address.
6. Refer to steps 3 and 4 to complete verification.
7. If you continue to receive an error message, reach out to our team at support@ilobby.com. We’re here to help!

Verification email not received when logging in to iLobby Companion app. 

1. When logging in to the iLobby Companion App, begin by entering your email address and selecting . Verify the email address visible on the Verification Screen is accurate.  
    
    
   
   
2. Search your inbox for an email from iLobby@ilobbycloud.com ensuring you check any junk / spam folders you may have as automated emails can sometimes end up in these folders.
3. After completing the above steps if you are still not receiving the verification email, please contact our team at support@ilobby.com and we’ll be happy to help.

Employee Pass missing in companion app.  

1. Confirm an employee pass has been issued to you in the iLobby VisitorOS Address Book. 
    
    
    
    
   
2. Confirm there are no duplicate contact records using the same email address in the Address Book. Use the Search function to search all contact records for the associated email address.  
    
    
   
   
3. If the above steps don’t resolve the issue, please contact iLobby support at support@ilobby.com, we’re here to help.