Troubleshooting Guide

I can’t log in due to invalid credentials.

Make sure that you have verified your account and that your email address and password are inserted correctly. You won’t be able to log in if your email address is not verified. Please also check your spam box.

Login error - These credentials do not match our records.

Reason:

Not verified email/incorrect password

Solution:

Verify email/reset password using registered email address

Email reset error - Credentials invalid/incorrect.

Reason:

Not verified email originally - Can't reset a password that has not yet been verified

Solution:

Look for the original verification email, verify email and try again

Received verification email, but can't click on the verify button.

Reason: Email is possibly marked as spam or your email client is blocking the visuals in the email.

Solution:

Need to list the email as unspam and move it to the inbox to successfully verify the email.

Ensure that you allow the visuals to download and that your mail client is not blocking anything from the email. Please contact your email provider if you have any further issues.

Liqui Moly Academy certificate captured but points not showing.

Reason:

Automatic point allocation can fail due to the following reasons:

Image unclear or blurry
Image is not cropped to the border of the receipt
Image is cropped to much that all the wording is not visible on the image anymore
See Failed to capture/ upload receipt troubleshoot guide for further reasons

Solution:

Please ensure you crop the certificate correctly and that the wording on the receipt is not blurry or obstructed by any shadows or lines from the image capture.

Failed to capture/ upload receipt.

Reason:

Failed to upload file due to technical error - Many possible reasons which include, incorrect file type, missing file name and document not correctly cropped to name a few. The reason can also be technical and specific to your device.

Failed to upload receipt. Please check your connection - Connection with server failed and upload was cancelled.

Failed to upload receipt. Please check app permissions - Not all external file read and write permissions has been granted.

Solution:

Failed to upload file due to technical error - Please check file name has no special characters. Try uploading or capturing a different receipt. Try using a different faster network to upload. If capturing receipt consistently fails to upload try the upload receipt feature to get a different result.

Failed to upload receipt. Please check your connection - Use a different more reliable network when uploading receipts.

Failed to upload receipt. Please check app permissions - Open app settings and grant all file read and write permissions. Restart app and try again.

Google Play Store Guide to check permissions

Capture receipt image not focusing on document

Please follow the following guidelines when capturing receipts:

Ensure you capture receipt in good lighting
Ensure that you keep a dark background behind the receipt for better results
Move the phone around or further back from the receipt so the camera can focus on the receipt
On Android you can single tap the capture button to try and focus the camera

If all the above fails you can use your favorite app to capture receipt and save to your device. You can then use the upload receipt feature to capture the receipt on the Advantage system.

The app stop responding when trying to claim a reward.

Reason:

No delivery address added

Solution:

Add delivery address on app from Profile > Profile Details > Add Profile Details.

No Confirm order button.

Reason:

Outdated app version currently in use

Solution:

Update the latest app version available

Salesperson can not view rewards.

Reason:

Liqui Moly Advantage verification pending or audit block.

Solution:

Liqui Moly Advantage still busy verifying profile. If audit block please ensure you send the relevant requested evaluation documents and await feedback on outcome of audit.

App referral points not allocated.

Reason:

App referrals can fail due to the following reasons:

Unsuccessful registration
Inactive profile
User profile is older than a month and no longer eligible for referral

Always ensure a pop message shows reason for failure or success for completing the referral.

Solution:

If no message is observed and no points was allocated please try re-capturing the referral.

Can not get user info error prevents completing a task such as capturing receipt or viewing my profile.

Reason:

On Android app versions 2.9.2 and below we had a storage issue were certain devices lost the user information from the storage. Without user information the app can not function at all.

Solution:

Please ensure you update to the latest version on the relevant app store when experiencing any issue.

Did you check your app version?

With every update new features are launched and issues are resolved. We recommend that your app is up to date at all times to benefit from the latest features.

Points defaulted back to 0.

Reason:

Salesperson - User specific issue such as relocation or points calculation issue.

Enthusiast or Workshop - Can be a duplicate order issue. Points can also return to 0 when all points are used for claiming rewards.

Solution:

Report issue using the in app get in touch feature. You will find a chat bubble on the home screen. Select the "APP TECHNICAL SUPPORT" department and specify the issue you are experiencing. Our app technical support team will get in touch regarding your issue within the next 24 - 48 hours.

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