Step 1 - Choose Your Device
Thanks for accessing the MedAdvisor mobile troubleshooting guide.
The following guide will assist you in attempting to resolve MedAdvisor technical problems on your Apple or Android device.
To start off with, please choose the type of device you are using:
- I am running MedAdvisor on an Apple iPhone, iPad or iPod.
- I am running MedAdvisor on an Android device.
Step 2 - Re-Login to Your Account
If you are able to launch MedAdvisor and navigate around the application, try explicitly logging into your account again, which refreshes your profile.
If you had previously saved your password, firstly logout by tapping:
- Settings
- My Profile
- Logout
You will either see the Welcome page of MedAdvisor (in which case, tap the Existing User Login option), or the login screen.
Type in your email address and password, then tap Login.
You should see the Home page with your medications listed.
Try doing the same thing which caused a problem previously - do you still receive an error message?
Step 2 - Re-Login to Your Account
If you are able to launch MedAdvisor and navigate around the application, try explicitly logging into your account again, which refreshes your profile.
If you had previously saved your password, firstly logout by tapping:
- Settings
- My Profile
- Logout
You will either see the Welcome page of MedAdvisor (in which case, tap the Existing User Login option), or the Login screen.
Type in your email address and password, then tap Login.
You should see the Home page with your medications listed.
Try doing the same thing which caused a problem previously - do you still receive an error message?
Step 3 - Re-Install the MedAdvisor Application
Next, we will attempt to uninstall and re-install the MedAdvisor app, which will correct any local device problems, and ensure you are running the latest version of MedAdvisor.
To uninstall the MedAdvisor app, on the home screen of your Apple device, tap and hold your finger over the MedAdvisor icon.
After a couple of seconds, a little cross icon will be displayed over the icon.
Tap on the cross.
A message will be displayed confirming that you wish to delete the application. Tap Delete.
MedAdvisor will be removed.
We are now ready to re-install MedAdvisor.
Follow one of the following links to go to the MedAdvisor application in the App store directly:
- MedAdvisor for iPhones and iPods.
- MedAdvisor for iPads.
Alternatively, tap on the App Store icon.
Search for MedAdvisor, and then tap on MedAdvisor in the search results.
Tap on the Install icon.
The latest version of MedAdvisor will be downloaded and installed. This may take a couple of minutes.
Once the installation is complete, you will see the MedAdvisor icon is back on your homepage. Tap on it to open.
The MedAdvisor Welcome page will be displayed. Tap the Existing User Login option.
Type in the email address you used when you registered your account, and your account password. If you've forgotten your password, tap the Forogt Your Password option, to have a new password emailed or SMSed to you.
Note that the 6 digit activation code you were originally given by your pharmacy is only used to first create your account, you should not type it in here.
Tap Login. The MedAdvisor Home page should be displayed.
Try doing the same thing which caused a problem previously - do you still receive an error message?
Step 3 - Re-Install the MedAdvisor Application
Next, we will attempt to uninstall and re-install the MedAdvisor app, which will correct any local device problems, and ensure you are running the latest version of MedAdvisor.
To uninstall the MedAdvisor app, click on Settings from the application draw.
Scroll until you find the Apps option, then tap on it.
You will see a list of downloaded applications. Scroll to MedAdvisor, and tap on it.
Tap on the Uninstall option, and choose OK on the confirmation.
MedAdvisor will be removed.
We are now ready to re-install MedAdvisor.
Follow one of the following links to go to the MedAdvisor application in the App store directly:
- MedAdvisor on Android.
Alternatively, tap on the Play Store icon.
Search for MedAdvisor, and then tap on MedAdvisor in the search results.
Tap on the Install icon.
The latest version of MedAdvisor will be downloaded and installed. This may take a couple of minutes.
Once the installation is complete, you will see the MedAdvisor icon is back on your homepage. Tap on it to open.
The MedAdvisor Welcome page will be displayed. Tap the Existing User Login option.
Type in the email address you used when you registered your account, and your account password. If you've forgotten your password, tap the Forogt Your Password option, to have a new password emailed or SMSed to you.
Note that the 6 digit activation code you were originally given by your pharmacy is only used to first create your account, you should not type it in here.
Tap Login. The MedAdvisor Home page should be displayed.
Try doing the same thing which caused a problem previously - do you still receive an error message?
Step 4 - Contact Support
If you are still experiencing problems, you will need to contact the MedAdvisor support team.
- Submit a Support Ticket (you will receive a faster response using this option).
- Email MedAdvisor support.
Please include as much information about the problem and when it is occurring as possible.
Generally, MedAdvisor support responds within 48 - 72 business hours.
While you are waiting for a response, do you know you can still use MedAdvisor in the meantime?
All the features of MedAdvisor (except Take-My-Med reminders and Snap-n-Send photos) are available as a normal website on any web browser.
Simply follow one of the links below, and enter your email address and password, and you will be able to use the website version of MedAdvisor.
- MedAdvisor website for small screen devices.
- MedAdvisor website for PCs, iMacs and large screen devices.
Thanks for accessing the MedAdvisor mobile troubleshooting guide.
We are glad we were able to assist you in resolving the issue.
