Troubleshooting
Fix common login, location, purchase, message, notification, and app reliability issues before contacting support.
Basic checks
- Update SameHive to the latest App Store or Google Play version.
- Restart the app and confirm that your device has a stable internet connection.
- Check whether your device date, time, and location services are accurate.
- Try signing out and back in only if you still have access to your original login method.
Location and venue issues
- Confirm SameHive has location permission in your device settings.
- Move out of low-signal areas and reopen the app near the eligible venue.
- Some venues may not be available because of rollout stage, safety settings, or data quality.
Purchase and messaging issues
- Use Restore purchase if Premium or credits do not appear after reinstalling or switching devices.
- Confirm you are signed into the same App Store or Google Play account that made the purchase.
- If a chat disappeared, the other user may have deleted their account, blocked, been moderated, or the chat may have expired.
FAQ
Why am I stuck in a login loop?
Use the original login method, update the app, check network settings, and contact support if the issue continues.
Why is my venue not showing?
Venue availability can depend on location accuracy, rollout stage, venue eligibility, and safety settings.
What should I include in a bug report?
Include device model, OS version, app version, login method, screenshots if safe, and the exact steps that caused the issue.
Why are location permissions still not working?
Check device-level location services, SameHive app permission, low power or privacy modes, network strength, VPN settings, and whether the venue is eligible.
Why did Premium disappear after reinstalling?
You may be signed into a different SameHive account or store account. Use Restore purchase with the same App Store or Google Play account.
Why are notifications missing?
Confirm notification permission, focus or do-not-disturb settings, background app refresh, internet connection, and that you are signed into the correct account.
Why was my support ticket not answered immediately?
Safety and account access issues may be prioritized by severity. Sending duplicate tickets can slow review, so reply to the existing ticket when possible.
What should I try before contacting support?
Update the app, restart it, check permissions and connection, use the original login method, restore purchases if relevant, and capture exact reproduction steps.