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Support

Hey there! Are you having trouble with Mobio INsider?

Don't worry, our support staff are always here to help!

 

Before you submit a support ticket:

  1. Did you check out the FAQ page?
  2. Have you looked through the Knowledge Base to see if there is a solution to your issue?
  3. Are you running the latest version of Mobio INsider?

For quicker results please submit the following information:

  • Device Model
  • Device Operating System (most recent version)
  • Mobio INsider version (most recent version)

       Submit a Ticket

 

 

 

How do I recover my account?

If you need to recover your account simply open the "Profile" icon on the Mobio INsider main screen and enter the email address you used to register your Mobio INsider account. A temporary one-time PIN will be delivered via email along with instructions of how to recover your account.

The temporary one-time PIN is only valid for 25 minutes. If you are unable to use your current PIN to recover your account there is a good chance it has expired. Go to the "Profile" icon on the Mobio INsider main page and enter your email to request a new temporary one-time PIN.

**Note** If you are unable to locate the temporary one-time PIN make sure to check your junk mail or spam folder.
 

I've forgotten my passcode to log into my Mobio INsider, what should I do?

If you have forgotten your 4 digit passcode follow the steps below:
  • Uninstall / Resinstall Mobio INsider
  • Recover your Mobio INsider account by following the steps from "How do I recover my account?"
  • You can now set up a new 4 digit passcode

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My 1-to-1 won't load, what do I do?

Check to see if your phone has sufficient connectivity by doing a quick search in your phone's mobile browser. If the page loads then try restarting the Mobio app. If that does not work, a phone restart may be required to assure that the app completely closes. 

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When I scan a barcode my phone makes a clicking sound but nothing happens?

Refer to "Why isn't Mobio INsider scanning a QR code?"

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Can I save a barcode I've scanned?

Barcodes scanned with Mobio INsider are automatically saved to your "Activity" tab. From there you can set favourites, re-load barcodes, and share barcodes (via Facebook, Twitter, & Email).
 

When I try to download Mobio INsider I am told my phone is not supported. What does this mean?

 
Mobio INsider is supported by several different levels of operating systems and devices. Please check the appropriate app store to ensure your device is supported and that you are running the most recent operating system.
 

Why isn't Mobio INsider scanning a barcode?

Mobio INsider will only scan QR barcodes. Check to make sure the barcode you are scanning is a QR barcode and refer to "Why isn't Mobio INsider scanning a QR code?" for additional support.

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Why isn't Mobio INsider scanning a QR code?

This can be caused by a variety of factors. Lighting, positioning, QR code quality, QR code size and phone camera quality can all effect a scan. The best thing to do, especially with older phones, is to hold your phone very steady pointed directly at the barcode with the code centered in the display. Try to ensure there is no glare on the barcode and allow the camera to capture the barcode multiple times until a successful scan triggers a response.
 

Why can't I sign up my credit card?

The most likely cause is that the credit card information being entered has a small discrepancy. You must enter your exact credit card information with 100% accuracy (this means case sensitive as well) in order to verify a card. If you continue to experience issues please contact your credit card provider to ensure your account information is correct.

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