Signing In/Out: Troubleshooting Steps



If you do not see the location marker appear on your mobile device, be sure to wait for at least 10 seconds timer.jpg with the app open to allow the beacon within the service to interact with your device. For best results, launch the Xplor app and leave it open to speed up the connection

If the icon still does not appear, here are a few steps you can take to troubleshoot:

 Bluetooth and Location Services


Ensure both Bluetooth and Location Services are switched on
The Bluetooth beacons located at the service requires these 2 settings to be enabled to interact with your mobile device.

Settings > Bluetooth
Settings > Privacy > Location Services > On
Settings > Privacy > Location Services > Xplor > Always / When Using
Note: Be sure to also allow permissions for the Xplor app to use location services

Settings > Bluetooth
Settings > Location > On
Settings > Apps > Xplor > Permissions > Location > On
Note: Be sure to also allow permissions for the Xplor app to use location services

Why Bluetooth and Location Services?

Xplor uses beacons within the service. When your smartphone is in range of the Xplor beacons they receive signals and you are sent a push notification to sign in or out. 

With your permission, 'Location Services' allows Xplor to use your smartphones' bluetooth feature to determine your approximate location to your childcare service.

This ensures that you cannot sign in or out remotely and must be at the service to do so.

Update the App

Check that you have the latest version of Xplor installed
To avoid any potential issues, it is a requirement to always use the latest version of Xplor. You can learn how to update the Xplor app here.

 Toggle Airplane Mode 


Switch to airplane mode and then switch back
By switching to airplane mode and back, you will refresh your mobile device's radio connection and in most cases will connect your phone to the beacon almost instantly

Settings > Airplane Mode

Settings > More > Airplane mode

Check Internet Connection


Ensure that you device is connected to the internet
Xplor requires an active internet connection on your mobile device. We recommend using 4G mobile data or WiFi connection. 

Settings > Mobile > Mobile Data

Settings > SIM & network settings > Mobile data

Logging Out and In


Log out of the Xplor app and log back in again
While not common, sometimes your logged session in the app is not registered properly. You can remedy this easily by logging out and logging back in.

Other possible scenarios

I don't see my child when logging into the Xplor app.
Please contact your child's service administrator to link your profile to your child profile.

I cannot sign in to the Xplor app
Please check that you have entered the correct password. You can reset your password online if you have forgotten your password.