Support Version Matrix:
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Platform |
Version |
Supports |
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iOS |
v1.X.X |
• End of life was June 2016, no longer supported • Supported iOS versions older than iOS 10 |
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|
V2.X.X |
• Supports iOS 10 and up |
|
|
V3.X.X |
•Supports iOS 10 and up |
|
|
v4.X.X |
• Current version •Supports iOS 11 and up |
|
Android |
v1.X.X |
• End of life will be Feb 2018 and will no longer be supported • Supported versions up to Android 4.4 |
|
|
v2.X.X |
• Supports Android 4.4 and up |
|
|
v3.x.x |
• Current version • Supports Android 5.0 and up |
Common Occurrences & Known Issues
iOS
|
You are having difficulty connecting to a network or our servers Symptoms: i) App crashing ii) An error message appears indicating that you cannot connect to the internet iii) Location cannot be found |
Related To: ios Forced Update Identified in: V.3.9 09/01/2018 Work around/Fix: i) Update to iOS 10 or higher ii) If you prefer to not update, you can try using m2@paybyphone.com from your phone's web browser or the IVR (phone # on sign.)
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Accidentally Parking as a Guest User Symptoms: i) The App is always prompting to enter my location, plate, phone number, email address and payment details. ii) A transaction is not appearing in my recent history or I can’t download a receipt for a recent transaction. iii) The system asking me to create an account and when I input my phone number it says user already exists. |
Related To: Progressive registration feature Identified in: V.3.0.1 10/18/2018 Fixed: V.3.32 02/12/2018 Work around/Fix: i) User interface updates to make it clear when a user is logged out of their account. ii) Guest account users can input email address to receive transaction details at the time of purchase. iii) The app will prompt you to register an account at the end of the Guest parking flow. You have likely transacted under a guest account when you already have an account set up. |
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'Location not found' displays Known issue. The App cannot find my location. The screen is greyed out and unresponsive.
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Related to: Location is not set to proper country Identified: May 2017 Fixed: n/a Resolution:Click the App Menu bar>Account Settings>Location Services >Manually set your Country |
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Cannot park in the future error message Symptom: The app is telling me that I cannot park in the future.
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Related To: Device calendar not set to Gregorian Identified: ongoing Fixed: n/a Resolution: 1. Open Settings 2. Click Calendar 3. Click Alternate Calendars 4. Ensure the phone is not set to Chinese |
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Keyboard blocking submit button on password reset screen Symptom: Keyboard blocking the submit button when a user is trying to reset password via the reset password link sent by SMS |
Related To: Bug Keyboard blocking number pad Identified:11/18/2017 Fixed: V.3.3.0 01/02/2018 |
Android
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Users prompted to login every time they launch the app Symptom: The app asks user to enter their login details each time they go to park. |
Related To: Lost authentication token in OS Identified: 11/06/2017 Fixed/Release Date: V 2.8.1.7189 Auth token is no longer lost when app is closed. User credentials are maintained when launching the app. |
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Accidentally Parking as a Guest Symptoms: i) The App is always prompting to enter my location, plate, phone number, email address and payment details. ii) A transaction is not appearing in my recent history or I can’t download a receipt for a recent transaction. iii) The system asking me to create an account and when I input my phone number it says user already exists |
Related To: Progressive registration feature Identified in: V 2.5.0 (7159) 11/06/2017 Fixed: V 2.9.0 (7191) 02/13/2018 Work around/Fix: i) User interface updates to make it clear when a user is logged out of their account. ii) Guest account users can input email address to receive a transaction details at the time of purchase. Iii) you are likely transacting as a guest account when you already have an account set up |
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App is requesting several permissions Symptom: The app is asking me to approve a long list of permissions.
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Related To: Older Android OS Identified: 10/22/2017 Fixed: 11/27/2017 Work around: none Older versions of Android software will list each permission out and ask users to approve all at once. The newer versions of Android OS will only prompt for permission on an as-needed basis. |
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Invalid CVV error when attempting to process parking payment Symptom: My transaction is failing due to invalid CVV code message, but I was never prompted to input the code.
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Related To: Cached data on device Identified: 06/07/2017 Fixed: n/a Resolution: Clear the cached data in your device Settings. Settings > Applications manager> PayByPhone app> Storage> Clear data |
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Payment Details Missing Being prompted to add credit card, and when I input the payment details, the system states that the card is already on file.
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Related to: Cached data on device Identified: 02/13/2018 Fixed: 05/04/2018 Resolution: 1. Clear the cached data in your device Settings. Settings > Applications manager> PayByPhone app> Storage> Clear data 2.Update to Android version 2.10.2
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Mobile Site:
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“Browser not supported” message displays when accessing site Symptoms: I load the web app and receive an error message indicating that my browser is not supported. I am redirected to another link, m2.paybyphone.com, but this link also does not work. (This is common among Blackberry devices and older Android Phones)
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Related To: Unsupported Android OS version Identified:11/23/2017 Fixed: n/a Resolution: Customers must update to an Android OS higher than version 4.4 to use PayByPhone. Due to known security flaws in Android OS 4.4 and lower, PayByPhone is no longer compatible with devices on these versions. |
Other Items:
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Parking countdown clock is missing time Symptoms: The countdown clock has started ahead of the current time. |
Related To: Users device clock is set manually Identified: 2017 Fixed: n/a Resolution: Set the phone to auto update time instead of manually setting the time. |
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Invalid Password Symptoms: Trying to create a password and the system does not accept it. |
Related To: Password parameters Identified: 2018 Fixed: n/a Resolution: Ensure that the alphanumeric passwords are between 6 and 20 characters and do not contain spaces. |