Troubleshooting your live location feature

Having a problem with live locations (either your own or for a loved one)? Go through our checklist to ensure all your settings are correct: 

I can't see my emergency contact's live location on the App, or they can't see mine
  • Has the person whose location you want to view given you permission to see their live GPS location?
    • If No, and if they would like you to see their live location they must grant you permission in their App to do so. This goes for people seeing your live location too - You must grant them permission.
      • To grant permission to someone to see your live location, simply swipe up on the contact drawer in the App and tap on 'Add Contact' and add the relevant person. In the same way, they will need to do this to do this to grant permission to you to see their live location.
      • If you would like to ask an emergency contact to share their live location with you, select that emergency contact in the contact drawer and tap on 'Message'. This will populate a SMS for you to send directly to that person encouraging them to share their live location with you.
    • Once permission is granted, you may see your loved one's live location and request assistance on their behalf if you believe that they are in trouble.
  • Do you have mobile data or an internet connection
    • If No, this needs to be resolved, as the Namola App cannot work without a working network connection.
  • Do you have your location settings enabled for your Namola App? This should be "Always" if you would like the live locations feature to work.
    • If No, please make sure to follow the steps suggested in the next question.

Have you granted Namola App access to the relevant app permissions?


 Apple

    • Apple/ iOS devices: Go to profile > go to “App permissions” > if everything is correct it will say “Congratulations - All permissions are correct” otherwise please grant Namola the relevant permissions:
      • Enable Background App Refresh,
      • Toggle Location to always,
      • Ensure mobile data and motion are all turned on,
      • Ensure the phone is not in low power mode, and
      • Ensure that there is sufficient space on the phone to allow the App to run seamlessly.
Android
    • Android devices: Settings > Apps > Scroll down and select the Namola App > Permissions > Toggle the relevant settings to the right
      • If you have an Android device: Have you checked your Battery Optimisation settings? Some smartphones identify the Namola App as a power-intensive application and to save battery life (particularly when the battery is low), location settings may be disabled. With this you have two options: 
        • Switch off battery optimisation completely 
        • Allow Namola to bypass battery optimisation settings
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    • Huawei devices: Settings > Apps > Scroll down and select the Namola App > Toggle the relevant settings on and off.
      • If you have a Huawei device: We also recommend you ensure the following settings are set up correctly:
        • Battery/Battery Optimization - ensure "System wakeup" and "Keep running after screen off" is enabled.
        • Sound/Allow notifications/Lock screen notifications - We recommend allowing sounds, notifications and lock screen notifications.
        • Gentle notifications - We do not recommend you enable this setting.

 

My emergency contact did not receive a notification for my request to add them to the live location feature

  • Have they installed the Namola App? 
    • If yes, go to the next question.
    • If no, they should have received a download link. If they did not, please share this link with them and ask them to download Namola. As long as they register with the same number that you’ve invited them on, your request as an emergency contact will wait for them as soon as they’ve registered.
  • Have they enabled their push notifications?
    • If no, they should enable this setting for Namola.
  • Are they registered on Namola with the mobile number that you sent the invite to?
    • If no, send the notification to the number that they used to register with on Namola, or encourage them to download Namola.
  • Do they have an active data connection and/or data bundle?
    • If No, this needs to be resolved, as the Namola App cannot work without a working network connection.

 

My contact did not receive an alert for my emergency

Check to make sure that the contact has the following:

  • Have they installed the Namola App? 
    • If no, they should have received a download link. If they did not, please share this link with them and ask them to download Namola. As long as they register with the same number that you’ve invited them on, your request as an emergency contact will wait for them as soon as they’ve registered.
  • Have they enabled their push notifications?
    • If no, they should enable this setting for Namola.
  • Are they still registered on Namola with the mobile number that is the emergency contact?
    • If no, they should be added as an emergency contact with the number that they have used to register for the Namola App.
  • Did they accept the request to be your emergency contact?
    • If no, this is why. Ask them to please accept your request or send them a new one.
  • Do they have an active data connection and/or data bundle?
    • If No, this needs to be resolved, as the Namola App cannot work without a working network connection.

If yes to all of the above, was the incident:

  • A real emergency  AND were you requesting assistance for themselves?
    • If it was not a real emergency and/or you were requesting for someone else, your trusted loved ones will not be notified but they will still be able to see your location via the live location tab (if you have enabled this permission for them). A loved one is only notified if: 
      • The emergency is marked as real.
      • The help you are requesting is for yourself, and not for someone else.
      • You indicate that you would like your emergency contacts to be notified.
    • If it was a real emergency and your loved ones were still not notified: 
      • Contact Namola Support via email or send us a WhatsApp, and we will happily reach out to assist you.

 

Any other questions? Email our support desk or send us a WhatsApp to 063 708 4989