Helping Riders Troubleshoot the myStop® Mobile App

When a rider reports issues with the myStop® mobile app, follow these steps to help them resolve common issues. Please work with your riders to troubleshoot problems before submitting a case in the customer portal.

1. Check Internet Connection
   • Ensure the rider has internet access, as the app requires it to display live data.
   • If they are using Wi-Fi, suggest switching to another network if possible, as weak or slow Wi-Fi can affect data loading.
2. Optimize App Performance
   • Advise the rider to select only one route at a time for optimal performance.
   • Confirm that the myStop® app is updated to the latest version.
     • Guide them on how to check their app version:
       • Open the myStop® app.
       • Navigate to Settings by tapping the menu icon.
       • Look for App Version in the Settings menu to verify the version number.
         
         NOTE: The process outlined from the rider perspective in the myStop® Help Center article  How to Check Your myStop® Mobile App Version.
3. Update and Clear Cache
   • Instruct the rider to clear their phone's cache.
   • If issues persist, recommend uninstalling and reinstalling the app.

Still Experiencing Issues?

If these tips don't resolve the problem, collect the following information from the rider to create a support case in the customer portal:

• Their phone model and version number (e.g., Google Pixel 8, Samsung Galaxy 22, Apple 15).
• A detailed description of the issue, including pictures or videos if possible.

Additional Resources

1. There may be a pre-existing software issue impacting the performance of the myStop®. Please check Service Bulletins for any active issues that may be impacting the myStop® mobile app or website.
   
   NOTE: Stay updated with our latest service bulletins by using the new Follow functionality in our Help Center. For more details, see Service Bulletin #089: Upcoming Improvement - Service Bulletin Email Notifications.
2. Encourage riders to visit the myStop® Help Center for more resources to improve their experience with the app. This can provide further guidance and support for any additional issues they may encounter.
   
   IMPORTANT: Know the difference between the Avail Technologies and myStop® Help Centers. Riders should not be directed to the Avail Technologies Help Center.
   

   Help Center	Address	Audience
   Avail Technologies	Help.AvailtecPortal.com	Agency Personnel, myAvail users
   myStop®	myStop.Zendesk.com	Riders, myStop users