Chat with us!

Chat Widget available in the bottom right

Mobile App Troubleshooting and FAQs (Android and iOS)

Haydon
Haydon
  • Updated

There are a variety of common issues users tend to experience with the Cloaked App, but don't hesitate to chat with us through the portal at the bottom right!

App not showing in App Store/Google Play

Currently, the Cloaked App/Service is only supported in the US at this time - if you experience issues downloading the app, you may have have issues if:
1. You are Located outside the US

2. You are connected to a VPN that sets your IP address from outside the US

3. Your device location or subscription is set to outside the US

If you are experiencing issues locating the app in the app store, you can also download the app directly at https://download.cloaked.app/ or through the dashboard via the settings panel on the top right:

Screenshot 2024-03-11 at 3.53.47 PM.pngApps.png

Issues logging in

If you are having issues logging into the app, the best troubleshooting method is to ensure that you have a strong internet connection.

Sometimes, having an older version of the app installed can cause issues. Check the App Store or Google Play Store to download the latest updates for the Cloaked app.

Ensure you are using your Cloaked username and password you would normally use on the Cloaked Dashboard in your browser. If you have not logged in to Cloaked for an extended period you may want to check that you can still log in to the Dashboard on a PC or Mac.

When using autofill with the Cloaked App when logging in sometimes you may need to delete the last character of your password and enter it manually. This usually works if the login/sign-in button remains unavailable after using autofill.

Otherwise, if you cannot remember your password, you will need your recovery key and either use our self-service tool on our website or chat with us at the bottom right of this page for additional help!

Troubleshooting the Cloaked App

If you are still experiencing issues with logging into the app, or it is failing to load here are some steps you can take to resolve the issue:

  • Close all open apps and restart your device.
    • Disable any AntiVirus/AntiMalware Apps running on your device
    • If connected to a VPN or Proxy disable these and attempt to use the app again
  • Check for Android or iOS Updates (Operating Systems/OS Updates)
  • Manually check for app updates (in Google Play Store or App Store)
  • Clear the Cloaked app Data and Cache (Android Only)
  • Log out of the Cloaked app, then Login in again.
  • Delete and Reinstall the Cloaked App
  • Ensure the Time and Date are set correctly on your device.

Troubleshooting the Cloaked App in iOS Lockdown Mode

If you are using Lockdown Mode within iOS and are unable to login to the Cloaked App the following steps below:

  • Disabling Lockdown mode
  • Restarting your phone and then log in to Cloaked (with Lockdown mode switched off)
  • Enabling biometrics/FaceID for verification within Cloaked
  • Re-enable Lockdown mode again and relaunch the Cloaked App

If you are still experiencing issues with the Cloaked App and Lockdown mode feel free to reach out to Cloaked Support who will be able to assist you further.

Payment issues with the Cloaked App

If you experience issues trying to purchase a Cloaked Subscription in our app, here are some steps you can take to resolve the issue:

  • Check your App Store or Google Play Store Profile Region and Country Settings
    • Android:
      Open the Google Play Store app on your Android device. Then, tap your profile icon at the top right and tap Settings. Then tap General then Account and Device Preferences from the menu.
      Once there Select the country where you want to add an account under Country and Profiles. Select the available country and then you'll need to select a payment method and enter your new payment information and billing address accordingly.
    • iOS:
      Open the Settings app. Tap your name which will be shown at the top of Settings, then tap Media & Purchases. Once there tap on View Account. You may be asked to sign in.
      Once you are signed in tap on Country/Region then tap on Change Country or Region. Then tap your new country or region, then review the terms and conditions, then tap on Agree in the top right-hand corner, then tap Agree again to confirm.
      You'll then need to select a payment method and enter your new payment information and billing address, then tap Next. You must enter a valid payment method for your new country or region.

Android Sign-Up Issue

If you are signing up to Cloaked using the Android App and encounter an issue using the Try it free button you can create an account by selecting Log in then under the login prompt tap the link that says Need an account? Sign up this will redirect you to your default web browser where you can create an account and then login to the Cloaked App.

android-screen-20240123-194907.gif

Need more help?

If you are still having issues you can always reach out to Cloaked Support team who will be happy to help. 

 

Related to

Was this article helpful?

1 out of 1 found this helpful

Have more questions? Submit a request

Comments

0 comments

Please sign in to leave a comment.