Mobile App Troubleshooting

This comprehensive guide helps you resolve issues with the Carteja mobile application on both Android and iOS devices.

Device Compatibility and System Requirements

Minimum Device Specifications

---

Requirement	Android	iOS
OS Version	Android 12+	iOS 15+
RAM	3GB minimum, 4GB recommended	3GB minimum
Storage	500MB free space	500 GB free space
Screen Size	4.7” minimum, 5.5”+ recommended	4.7” minimum, 5.5”+ recommended
Screen Resolution	720x1280 (HD) minimum	720x1280 (HD) minimum
Touch Support	Multi-touch (5 points minimum)	Multi-touch (5 points minimum)
Network	3G/4G/5G or WiFi	3G/4G/5G or WiFi

Checking Your Device Compatibility

Android

1. Check Android Version

   • Settings > About phone > Software information
   • Look for “Android version”
   • Must be 12.0 or higher

2. Check Available Storage

   • Settings > Device care > Storage
   • Ensure at least 2GB free space
   • Clear unnecessary files if needed

3. Check RAM Usage

   • Settings > Device care > Memory
   • Close unused apps to free up RAM
   • Restart device if RAM usage is high

4. Verify Screen Specifications

   • Settings > Display > Screen resolution
   • Check that resolution meets minimum requirements

iOS

1. Check iOS Version

   • Settings > General > About
   • Look for “iOS Version”
   • Must be 15.0 or higher

2. Check Available Storage

   • Settings > General > iPhone Storage
   • Ensure at least 2GB free space
   • Offload unused apps if needed

3. Check Device Model

   • Settings > General > About > Model Name
   • Verify device supports iOS 15+
   • iPhone 6s and newer supported

4. Verify Display Settings

   • Settings > Display & Brightness
   • Check screen resolution in device specifications

Installation Troubleshooting

Google Play Store Problems (Android)

1. Clear Play Store Cache

   • Settings > Apps > Google Play Store > Storage
   • Tap “Clear Cache” then “Clear Data”
   • Restart Play Store app

2. Update Play Store

   • Open Play Store > Menu > Settings
   • Check for Play Store update
   • Install if available

3. Check Google Play Services

   • Settings > Apps > Google Play Services
   • Ensure it’s enabled and updated
   • Clear cache if needed

4. Storage Space Issues

   • Free up at least 500MB beyond app size
   • Uninstall unused apps
   • Move photos/videos to cloud storage

App Store Problems (iOS)

1. Sign Out and Back Into App Store

   • Settings > [Your Name] > Media & Purchases
   • Sign out, wait 30 seconds, sign back in
   • Try downloading again

2. Check Payment Method

   • Even for free apps, valid payment method may be required
   • Settings > [Your Name] > Payment & Shipping
   • Update or add payment method

3. Restart Device

   • Hold power button + volume button
   • Slide to power off
   • Wait 30 seconds, turn back on

4. Check Date and Time

   • Settings > General > Date & Time
   • Enable “Set Automatically”
   • Incorrect time can prevent downloads

Network-Related Installation Issues

• Switch Networks: Try WiFi instead of mobile data (or vice versa)
• Check Data Limits: Ensure mobile data limit isn’t reached
• Router Issues: Restart WiFi router if using WiFi
• VPN Interference: Disable VPN during download

Storage and Permission Issues

Android Storage Cleanup:
1. Settings > Storage > Free up space
2. Delete large files and unused apps
3. Clear app caches: Settings > Apps > [App] > Storage > Clear Cache
4. Move files to SD card if available

iOS Storage Management:

1. Settings > General > iPhone Storage
2. Enable "Offload Unused Apps"
3. Delete large files and videos
4. Use "Optimize Photos" to save space

App Performance and Stability Issues

Crash and Stability Troubleshooting

Android

Force Stop and Restart Process

1. Force Stop the App

   • Settings > Apps > Carteja
   • Tap “Force Stop”
   • Wait 10 seconds before reopening

2. Clear App Cache (Preserves Data)

   • Settings > Apps > Carteja > Storage
   • Tap “Clear Cache” (NOT “Clear Data”)
   • Reopen app and test

3. Clear App Data (Removes All Data)

   • ⚠️ Warning: This removes login info and preferences
   • Settings > Apps > Carteja > Storage
   • Tap “Clear Data”
   • You’ll need to log in again

4. Check for App Updates

   • Open Google Play Store
   • Search for “Carteja”
   • Tap “Update” if available

Android-Specific Performance Optimization

Memory Management:
1. Settings > Device care > Memory
2. Close background apps
3. Restart device if RAM usage > 80%

Battery Optimization:

1. Settings > Battery > App power management
2. Find Carteja app
3. Disable "Put app to sleep"
4. Enable "Allow background activity"

Developer Options (Advanced):

1. Settings > About phone > Tap "Build number" 7 times
2. Settings > Developer options
3. Set "Animation scale" to 0.5x for faster performance

iOS

iOS App Management

1. Force Close App

   • Double-click home button (or swipe up and hold on newer iPhones)
   • Swipe up on Carteja app to close
   • Wait 10 seconds before reopening

2. Restart Device

   • iPhone 8 and newer: Press volume up, press volume down, hold side button
   • iPhone 7: Hold volume down + side button
   • Older iPhones: Hold home + power button

3. Update App

   • Open App Store
   • Tap profile icon (top right)
   • Scroll to find Carteja and tap “Update”

4. Free Up Storage

   • iOS needs 10-15% free space for optimal performance
   • Settings > General > iPhone Storage
   • Offload unused apps

iOS Performance Optimization

Background App Refresh:
1. Settings > General > Background App Refresh
2. Enable for Carteja (for notifications)
3. Disable for unused apps to save battery

Low Power Mode:

1. Settings > Battery
2. Disable "Low Power Mode" while using Carteja
3. This can limit app functionality

Storage Optimization:

1. Settings > General > iPhone Storage
2. Enable "Optimize Photos"
3. Enable "Auto Delete Old Conversations"
4. Offload unused apps automatically

Memory and Storage Issues

RAM Management

Symptoms:

• App closes unexpectedly
• Very slow app switching
• Device becomes unresponsive

Solutions:

• Close all unnecessary apps
• Restart device to clear memory
• Uninstall unused apps
• Check for memory-intensive apps running in background

Storage Cleanup Strategy

Immediate Actions:

• Delete photos and videos (back up to cloud first)
• Remove unused apps
• Clear app caches for all apps
• Delete downloaded files and music

Long-term Management:

• Use cloud storage for photos
• Stream music instead of downloading
• Regularly clean download folders
• Use “Smart Delete” features

Network and Connectivity Issues

Network Troubleshooting

WiFi Connection Issues

1. WiFi Network Diagnostics

   • Check if other devices connect to same WiFi
   • Move closer to router to test signal strength
   • Restart router: Unplug 30 seconds, plug back in
   • Try connecting to different WiFi network

2. Device WiFi Settings

   • Forget and reconnect to WiFi network
   • Reset network settings (will remove all saved WiFi passwords)
   • Check for WiFi interference from other devices

3. Router Configuration

   • Ensure router firmware is updated
   • Check if MAC filtering is blocking your device
   • Try 2.4GHz instead of 5GHz (or vice versa)
   • Disable VPN on router temporarily

Mobile Data Issues

Android

Mobile Data Troubleshooting:
1. Settings > Connections > Mobile networks
2. Toggle "Mobile data" off and on
3. Check "Data roaming" if traveling
4. Verify APN settings with carrier
5. Test airplane mode: On for 30 seconds, then off

Data Usage Check:

1. Settings > Connections > Data usage
2. Check if data limit is reached
3. Verify Carteja isn't restricted
4. Reset data usage cycle if needed

iOS

Cellular Data Settings:
1. Settings > Cellular
2. Toggle "Cellular Data" off and on
3. Check "Data Roaming" if traveling
4. Scroll down to find Carteja app
5. Ensure cellular access is enabled

Reset Network Settings:

1. Settings > General > Reset
2. "Reset Network Settings"
3. Enter passcode
4. Will need to re-enter WiFi passwords

App-Specific Network Issues

Server Communication Issues

Symptoms:

• “Network error” messages
• Content not loading
• Failed login attempts
• Cart not updating

Diagnostic Steps:

1. Test other apps requiring internet
2. Try web browser to visit other sites
3. Check if issue occurs on both WiFi and mobile data
4. Test at different times of day

Solutions:

• Clear app cache and data
• Log out and back into app
• Try VPN if available
• Contact ISP if problem persists

Performance Optimization

Speed Test:

• Use speedtest.net to check connection speed
• Minimum recommended: 3 Mbps for basic functionality
• 10+ Mbps recommended for optimal experience

Network Optimization:

• Close bandwidth-intensive apps (streaming, downloads)
• Use WiFi instead of mobile data when possible
• Move closer to WiFi router
• Try 5GHz WiFi band if available

Login and Account Management Issues

Login Troubleshooting

Password and Username Issues

1. Verify Login Credentials

   • Double-check email address for typos
   • Ensure correct capitalization
   • Try typing in notes app first to verify
   • Check for extra spaces

2. Password Reset Process

   • Tap “Forgot Password” on login screen
   • Check email (including spam folder)
   • Use reset link within 24 hours
   • Create new password following requirements

3. Account Verification Status

   • Check if account email verification was completed
   • Look for verification email in all folders
   • Resend verification if needed
   • Contact support if verification email missing

4. Multiple Account Issues

   • Verify using correct email address
   • Check if you have multiple accounts
   • Try different email addresses you might have used

Two-Factor Authentication Issues

OTP Delivery Issues

1. Check Message Filtering

   • Look in spam/blocked messages
   • Check if SMS filtering is enabled
   • Verify phone number is correct

2. Network Reception

   • Ensure strong cellular signal
   • Try moving to different location
   • Test with other SMS messages

3. Carrier Issues

   • Some carriers block automated SMS
   • Try using different phone number
   • Contact carrier about SMS blocking

Authenticator App Issues

• Time Synchronization: Ensure device time is correct
• App Updates: Update authenticator app
• Backup Codes: Use backup codes if available
• Re-setup: May need to disable and re-enable 2FA

Account Recovery

Account Recovery Warning

Account recovery may take 24-48 hours and requires identity verification.

When Account Recovery is Needed

• Forgotten email address used for registration
• Lost access to phone number for 2FA
• Suspect account has been compromised
• Unable to reset password through normal means

Information Needed for Recovery

• Full name as registered
• Alternative contact information
• Recent order information
• Device information used during registration

Touch Interface and Navigation Issues

Touch Sensitivity and Responsiveness

Hardware-Related Touch Issues

1. Screen Cleaning and Maintenance

   • Clean screen with microfiber cloth
   • Remove any screen protector temporarily
   • Check for cracks or damage to screen
   • Ensure hands are clean and dry

2. Touch Calibration

   • Android: Settings > Display > Touch sensitivity
   • Some devices have touch calibration tools
   • Restart device to reset touch processing
   • Test with other apps to isolate issue

3. Screen Protector Issues

   • Cheap protectors can interfere with touch
   • Air bubbles can create dead spots
   • Thickness can reduce sensitivity
   • Try removing temporarily to test

4. Environmental Factors

   • Cold weather reduces touch sensitivity
   • High humidity can interfere
   • Static electricity from clothing
   • Remove gloves if wearing any

App-Specific Navigation Issues

UI Element Responsiveness

Common Issues:

• Buttons not responding to taps
• Menus not opening
• Scrolling not working smoothly
• Gestures not recognized

Solutions:

1. Force restart the app
2. Clear app cache (Android) or offload app (iOS)
3. Update app to latest version
4. Try different finger or stylus
5. Adjust touch settings in device accessibility options

Smooth Navigation Problems

Symptoms:

• Jerky or laggy scrolling
• Pinch-to-zoom not working
• Swipe gestures unresponsive
• Page jumps unexpectedly

Optimization Steps:

• Reduce visual effects in accessibility settings
• Close background apps consuming memory
• Check if “Reduce Motion” is enabled (iOS)
• Disable animation effects to improve performance
• Test in airplane mode to rule out network lag

Accessibility and Special Needs

Accessibility Features

Carteja supports various accessibility features for users with different needs.

Vision Accessibility

• Text Size: Increase text size in device settings
• High Contrast: Enable high contrast mode
• Screen Reader: VoiceOver (iOS) or TalkBack (Android) support
• Magnification: Use zoom features for detailed product views

Motor Accessibility

• Touch Accommodations: Adjust touch timing and sensitivity
• Switch Control: External switch support for navigation
• Voice Control: Use voice commands for app navigation
• Assistive Touch: iOS floating button for easier access

Push Notifications and Communication Issues

Notification Setup and Troubleshooting

Android

Android Notification Management

1. App Notification Settings

   • Settings > Apps > Carteja > Notifications
   • Ensure “Show notifications” is enabled
   • Check all notification categories are allowed
   • Set importance to “High” for order updates

2. System-Level Notifications

   • Settings > Notifications
   • Ensure notifications aren’t blocked system-wide
   • Check “Do Not Disturb” settings
   • Verify notification sound is audible

3. Battery Optimization

   • Settings > Battery > Battery optimization
   • Find Carteja and select “Don’t optimize”
   • This prevents system from killing app
   • Essential for receiving notifications

4. Background App Activity

   • Settings > Apps > Carteja > Battery
   • Enable “Allow background activity”
   • Disable “Put app to sleep”
   • Allow unrestricted data usage

iOS

iOS Notification Configuration

1. App-Specific Settings

   • Settings > Notifications > Carteja
   • Enable “Allow Notifications”
   • Choose notification style (banners/alerts)
   • Enable sounds, badges, and lock screen display

2. Focus and Do Not Disturb

   • Settings > Focus
   • Check if DND or Focus modes are blocking notifications
   • Add Carteja to allowed apps if needed
   • Schedule Focus modes appropriately

3. Background App Refresh

   • Settings > General > Background App Refresh
   • Enable for Carteja specifically
   • This allows app to check for updates when closed
   • Required for timely notifications

4. Screen Time Restrictions

   • Settings > Screen Time
   • Check if app limits are affecting Carteja
   • Add to “Always Allowed” apps if restricted

Notification Types and Troubleshooting

Order Update Issues

Expected Notifications:

• Order confirmation
• Payment processed
• Order being prepared
• Out for delivery
• Order delivered

Troubleshooting Missing Notifications:

1. Check notification history in device settings
2. Verify order was placed successfully in app
3. Check email for backup notifications
4. Test with small test order if possible
5. Contact store directly through chat feature

Marketing Communication Issues

Notification Categories:

• Daily deals and discounts
• New store arrivals
• Seasonal promotions
• Recommended products
• Special events

Managing Preferences:

• In-app settings: Customize notification types
• Frequency control: Adjust how often you receive promotions
• Category selection: Choose which types interest you
• Complete opt-out: Disable all marketing notifications

Chat and Communication Features

Store Communication Issues

1. Chat Feature Not Working

   • Check internet connection stability
   • Ensure app has latest updates
   • Log out and back in to refresh session
   • Clear app cache to reset chat functionality

2. Messages Not Sending

   • Verify network connection is stable
   • Check if message contains prohibited content
   • Try sending shorter messages
   • Restart app and try again

3. Not Receiving Store Responses

   • Check if notifications are enabled for chat
   • Verify store is currently online/available
   • Look for responses in chat history within app
   • Consider store may be busy or closed

4. Chat History Missing

   • Chat history tied to account login
   • Ensure logged into correct account
   • May be cleared after certain period
   • Contact support if recent chats disappeared

Store Availability and Response Times

Store Hours

Remember that sari-sari stores have varying operating hours and may not respond immediately to chat messages.

Typical Response Times:

• During business hours: 15-30 minutes
• Evening/weekend: 1-2 hours
• Late night: Next business day
• Holiday periods: May be delayed

Alternative Communication:

• Use phone number if provided by store
• Check store’s posted business hours
• Try contacting during peak business hours
• Leave detailed message if urgent

Order Management and Transaction Issues

Shopping Cart Functionality

Cart Items and Management

1. Items Not Adding to Cart

   • Check if you’re logged into your account
   • Verify product is in stock
   • Clear app cache and try again
   • Log out and back in to refresh session

2. Cart Items Disappearing

   • Cart items may expire after certain time
   • Logging out clears cart on some systems
   • App crashes can lose unsaved cart items
   • Network issues during add-to-cart process

3. Quantity and Price Issues

   • Refresh cart to get latest prices
   • Check if bulk pricing affects total
   • Verify minimum order quantities
   • Contact store if prices seem incorrect

4. Cross-Store Cart Management

   • Items from different stores may be separate
   • Delivery fees calculated per store
   • Minimum orders may apply per store
   • Some stores may not deliver to your area

Checkout Process Issues

Cash on Delivery Issues

Common Problems:

• Delivery area not covered
• Minimum order not met
• Invalid delivery address
• Payment method not available

Solutions:

1. Verify delivery coverage in your area
2. Check minimum order requirements per store
3. Ensure address is complete and accurate
4. Contact store directly to confirm COD availability

Address and Delivery Issues

Proper Address Format:
✅ Correct Example:
Street: 123 Main Street
Barangay: Barangay San Jose
City: Marikina City
Province: Metro Manila
Postal Code: 1800
Landmark: Near McDonald's

❌ Common Mistakes:

- Missing barangay information
- Incorrect postal code
- Vague landmarks
- Missing unit/floor numbers for condos

Confirmation and Receipt Problems

Missing Order Confirmation:

1. Check app order history immediately after placing order
2. Screenshot confirmation screen if displayed
3. Check email (including spam folder) for receipt
4. Note order timestamp for reference
5. Contact support if no confirmation received

Order Status Tracking:

• Order placed: Awaiting store confirmation
• Confirmed: Store accepted order
• Preparing: Items being gathered
• Ready for pickup/delivery: Available for collection
• Completed: Order fulfilled

Order History and Tracking

Accessing Order Information

1. Finding Order History

   • Open Carteja app
   • Go to Profile/Account section
   • Look for “Order History” or “My Orders”
   • Filter by date range if needed

2. Order Details and Status

   • Tap on specific order to view details
   • Check current status and estimated delivery
   • View itemized receipt and totals
   • Access store contact information

3. Reordering Previous Items

   • Find previous order in history
   • Use “Reorder” or “Buy Again” feature
   • Review items and quantities before confirming
   • Update delivery address if changed

4. Order Issues and Disputes

   • Use “Report Problem” feature if available
   • Contact store directly through app
   • Document issues with photos if relevant
   • Keep order confirmation for reference

Delivery Tracking and Updates

Real-time Tracking:

• GPS tracking when available
• SMS updates for major status changes
• Push notifications for delivery updates
• Estimated delivery time windows

Delivery Issues:

• Driver can’t find address: Provide clear directions and landmarks
• No one home for delivery: Check if safe drop-off is possible
• Wrong items delivered: Document with photos and contact store
• Missing items: Check packing slip and report immediately

Advanced Troubleshooting and Recovery

Factory Reset and Fresh Installation

Data Loss Warning

These procedures will remove all app data including login information, order history, and preferences. Only proceed if other solutions haven’t worked.

App Reinstallation Process

Android

1. Backup Important Information

   • Screenshot order confirmations
   • Note down login credentials
   • Save favorite store information
   • Record any ongoing order numbers

2. Complete App Removal

   • Settings > Apps > Carteja
   • Tap “Uninstall”
   • Clear any remaining data files
   • Restart device

3. Fresh Installation

   • Open Google Play Store
   • Search for “Carteja”
   • Install latest version
   • Don’t restore from backup initially

4. Account Recovery

   • Log in with credentials
   • Allow permissions as prompted
   • Test basic functionality before restoring preferences

iOS

1. Backup Critical Data

   • Screenshot important orders
   • Note login information
   • Save delivery addresses elsewhere
   • Record store contact information

2. Complete App Deletion

   • Press and hold Carteja app icon
   • Select “Delete App”
   • Choose “Delete App” again to confirm
   • This removes all app data

3. Reinstall from App Store

   • Open App Store
   • Search for “Carteja”
   • Download and install
   • Don’t sign in immediately

4. Test and Restore

   • Test app functionality first
   • Log in with account credentials
   • Reconfigure notifications and preferences
   • Verify all features working

Device-Level Troubleshooting

Operating System Issues

System Update Problems:

• Pending updates: Install all available OS updates
• Storage for updates: Free space needed for OS updates
• Beta software: Avoid beta OS versions with production apps
• Rollback issues: May need to wait for app compatibility updates

Post-Update Issues:

• App may need time to adapt to new OS
• Clear app cache after major OS updates
• Check for app updates after OS changes
• Some features may be temporarily unavailable

Device Hardware Tests:

1. Touch screen test: Use built-in diagnostic tools
2. Network hardware: Test cellular and WiFi radios
3. Storage health: Check for storage errors
4. Battery condition: Verify battery isn’t failing
5. Memory test: Check for RAM issues

When to Suspect Hardware:

• Multiple apps having similar issues
• Problems persist after factory reset
• Physical damage to device
• Device overheating frequently
• Battery draining unusually fast

Network and Connectivity Advanced Diagnosis

DNS and Connection Issues

Network Diagnostic Commands (Android with ADB):
adb shell ping google.com
adb shell nslookup carteja.com
adb shell netstat -rn

Manual DNS Configuration:
Android: Settings > WiFi > [Network] > Advanced > IP Settings > Static
iOS: Settings > WiFi > [Network] > Configure DNS > Manual

Recommended DNS Servers:
Google: 8.8.8.8, 8.8.4.4
Cloudflare: 1.1.1.1, 1.0.0.1
Quad9: 9.9.9.9, 149.112.112.112

Corporate and Restricted Networks

Common Enterprise Restrictions:

• Firewall blocking e-commerce apps
• Proxy servers interfering with connections
• SSL certificate inspection causing errors
• Port restrictions preventing full functionality

Workarounds:

• Use mobile data instead of corporate WiFi
• Contact IT department about app requirements
• Use VPN to bypass restrictions (if allowed)
• Access through mobile web browser as alternative

When to Contact Support

Critical Issues Requiring Immediate Support

Account Security:

• Suspected unauthorized access
• Fraudulent charges or orders
• Account locked without reason
• Identity theft concerns

Payment and Financial:

• Payment processed but order not confirmed
• Duplicate charges
• Refund requests not processed
• Billing discrepancies

Technical Failures:

• App consistently crashes on startup
• Cannot complete any orders after troubleshooting
• Data loss (order history, addresses)
• Features completely non-functional

Essential Information for Support Tickets

Device Information

• Device Model: Samsung Galaxy S22, iPhone 13 Pro, etc.
• Operating System: Android 13, iOS 16.1, etc.
• App Version: Check in app settings or store listing
• Storage Available: Amount of free space on device
• Network Type: WiFi, 4G, 5G, carrier name

Problem Details

• Exact Error Messages: Copy/paste or screenshot
• Steps to Reproduce: Detailed sequence of actions
• Time of Issue: Date and time when problem occurred
• Frequency: One-time, intermittent, or constant
• Impact: What features are affected

Account Information

• Email Address: Associated with your account
• Recent Activity: Last successful login, recent orders
• Payment Method: Type used (without sensitive details)
• Delivery Area: General location for service area verification

Prevention and Best Practices

Regular Maintenance Schedule

Daily Best Practices

• Close app completely when finished shopping
• Check for app notifications about orders
• Monitor data usage to avoid overage charges
• Keep device charged during active orders

Weekly Maintenance

• Update app if updates available
• Clear app cache to maintain performance
• Check device storage and free up space if needed
• Review notification settings and adjust as needed

Monthly Tasks

• Update device OS when available
• Review and clean order history if desired
• Check account security and update passwords
• Verify delivery addresses are current

Optimization Settings for Best Performance

Recommended Device Settings:

Battery Optimization:
❌ Don't optimize Carteja app
✅ Allow background app refresh
✅ Enable push notifications

Storage Management:
✅ Keep 2GB+ free space
✅ Enable automatic cache clearing
❌ Don't store large files on device

Network Settings:
✅ Enable automatic network selection
✅ Allow app to use both WiFi and cellular
❌ Don't use VPN during checkout unless necessary

Accessibility:
✅ Set comfortable text size
✅ Enable high contrast if needed
❌ Don't enable reduce motion (affects app animations)

Security Best Practices

Account Security

• Use unique, strong passwords for your account
• Enable two-factor authentication when available
• Log out from shared devices after use
• Monitor account activity regularly
• Don’t share login credentials with others

Payment Security

• Use secure networks for transactions
• Avoid public WiFi for checkout processes
• Verify store information before ordering
• Keep transaction records for your records
• Report suspicious activity immediately

Privacy Protection

• Review app permissions regularly
• Limit location sharing to when using app
• Be cautious with personal information in chat
• Use delivery to secure locations when possible

---

Professional Support Available

If you’ve exhausted all troubleshooting options in this guide, our technical support team is available to provide personalized assistance. Contact us with the detailed information outlined above for the fastest resolution of your issue.