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See below a list of our most frequently asked questions from users. Simply click on an item from the list to jump to the description.
If you feel that the below doesn't answer your query, please feel free to contact us.
1. Your App Name in the Store
Getting your name right in the App stores (both Apple and Android) is important. You need to think about what people might search for along with your branding and the title length. For example, you might wish to use your firm name to make it easy for clients to find it. Alternatively you could call it something that people who don’t know you might search for such as ‘Accountancy Services’ or ‘Accountants in X’. There is a restriction imposed by both Apple and Android on the length of your name. This is a 30 character limit.
We appreciate that for some this means not having the ideal name, or having to shorten their firm name using abbreviations.
Unfortunately, this is a regulation that’s imposed on us and is outside our control. Please be aware that the name you provide will be the exact name used, so any spelling mistakes or grammatical errors will not be corrected.
2. What type of logo do we require?
Please email your logo to [email protected].
It needs to be high resolution in a working format such as .ai, .eps, .psd, with associated fonts included where applicable. If you don’t have working files and only have flat logo files, eg: jpgs or pngs, these need to be a minimum of 1600 pixels in width.
The size of the logo is critical to ensuring quality on the variety of devices such as iPad retina display through to Android phones and tablets. If you have a logo but not the right quality and size required then you are best to approach the design company who put your logo together and ask them for the above.
If you don’t have a logo or don’t have contact with your previous supply then we offer a logo re-draw service or a complete logo design solution.
3. What is included in a free demo?
Your free demo is carried out by phone with one of our technical experts. They will take you through the commercial case for having an App, its key features, case studies, and answer any questions. It's relaxed, informal and without obligation. You can register for your free App demo here.
4. Is the App globally approved?
The MyFirmsApp solution works to the very highest technological standards. As a result the solution has been granted global approval by both Apple and Android along with other international networks and professional bodies.
So wherever you are in the world – we can help design, develop, build and support your App.
5. What version of iOS and Android does the App support?
The App has been developed to support the very latest operating systems. This means for Android users it supports Android 5 and above, known as Lollipop. For iOS users including iPhone and iPad it supports iOS 9 and above. Like so many Apps this may require you or other users to update your phone's operating system.
6. What is included in the App?
For details of the App please click here
7. What are the monthly costs?
To get your no obligation quote follow this link here
8. What does the monthly fee include?
Your monthly fee gives you complete peace of mind that our professionals are taking care of your App.
The fee covers financial updates including changes to budget, tax and legislation that affect the way the calculators, fact sheets, key dates and tables work within the App. It also covers technological updates to the App itself when Apple or Android launch new versions and or operating systems; meaning your App will work on the latest operating systems.
9. Can I cancel the monthly support?
The monthly fee gives you support and management of your new App. The minimum support contract period is for 24 months. At the end of this period your monthly support and maintenance contract will automatically renew to ensure no drop in App service. Cancellations must be made in writing at least 30 days prior to your contract renewal.
10. How long will my entire project take from start to finish?
The MyFirmsApp™ gives you one of the fastest, professional, and painless ways to launch your very own App. Your App will take approximately between 4-6 weeks from start to finish.
This is from the day we receive the information we require from you after you have placed an order.
11. How long does it take for Apple and Google to approve the App?
Once you have provided the information we need and you have signed off your designs (if required) we will then submit your App for approval to both Apple and Google.
There are no time constraints for either store to approve or reply to App submissions, and because they approve every App by hand, at times there can be a delay as this part of the process is completely outside our control; it simply depends on how many submissions they are dealing with at the time.
12. How do I update our App and control the content?
You can add, remove and update specific areas of your App by logging into your very own control panel using a dedicated link and password provided once you order. You don't require any specialist software, only a modern web browser such as Internet Explorer 9+, Firefox, Safari or Google Chrome. These are all available free via an online search for their name.
13. What permissions are the App end user asked for and why?
There are 3 end user requests within a standard platinum App; the way these requests are made is common in all Apps with this type of functionality.
The messages are requested and written by Apple and Android and cannot be amended for security reasons.
1. Initial download – XXX would like to send you notifications OK or Don’t Allow.
Why do we ask this?
It’s compulsory by Apple and Android when wanting to send users a push message.
What does it do?
We ask this so that the App user can effectively opt in or opt out of push notifications that you may wish to send them. The number of App users who have opted in can be found in your dashboard.
2. Mileage Tracker – Allow XXX to access your location – Allow or Don’t Allow.
Why do we ask this?
It’s compulsory by Apple and Android when wanting to track mileage.
What does it do?
Once allowed the GPS technology tracks the journey for the purpose of tracking and managing mileage.
3. Receipt Manager and Income Tracker – ‘Allow XXX to access the camera’
Why do we ask this?
It’s compulsory by Apple and Android when wanting to use the device camera.
What does it do?
Once allowed it enables the end user to photograph receipts, expenses and or income using the device.
14. Once the App is live how do I promote it?
You can either choose to promote your new App yourself, or use our proven App Marketing Resource Pack. Further details are available here.
15. Does my blog update the App?
Yes, if you have a blog with Insight. If you have a WordPress blog and have supplied us with an RSS feed then yes, when you blog your App will be updated in real time.
16. I don't have a blog, can you help?
Yes, we can develop an integrated blog for you that automatically updates your social media (LinkedIn, Twitter and Facebook), whilst also updating your new App, contact us to find our more..
17. Can my website detect iPhone and Android users?
We can provide you with a string of code for your web developers to copy so that an offer box will automatically pop up when an iPhone or android user visits your current website. This means that when a visitor arrives at your website it will say "We notice that you are using an iPhone, why not download our latest App here". It's a fantastic way of getting clients and prospects to get your great new App.
Contact us to find our more here.
18. It doesn't load on my Android device?
A number of Android devices, notably Samsung, are not always fully updated with Android software – although they may say they are. You can normally update to the latest version by using the 'settings' function on your device and following the appropriate steps.
All Apps are developed for the latest versions of iOS and/or Android at any given point, and so at times it is necessary to prompt your device to update.
19. Who owns the App once it has been developed?
The App, once developed, belongs to MyFirmsApp and is licensed to the customer (you) only for the duration of the Term. We will ensure it’s kept up to date with new versions of android and iOS within your monthly charge.
20. What happens if we have a question or there is a problem / error with the App?
Simply contact [email protected] and one of our expert team will be able to assist.
21. Will the application receive regular app updates through the native updating system, whilst I'm still paying for support?
Yes, you will benefit for regular updates (as and when they are necessary) whilst you are paying for support.
22. Is the data in my application backed up?
The data is stored on our online centralised platform and this data is backed up by us.
Data provided from your RSS feed is not backed up and this should be handled by your current website provider.
Photos, receipts, mileage etc. are all stored locally on the users device and are not backed up by us.
23. Does the end user require Internet for the App to work?
The App will function once downloaded without an internet connection. However it will require the internet to update itself.
24. Is the App monolingual?
The App currently supports English only for the main user interface. The content you enter can be any language you prefer, however this would then result in an app with English and 'your choice of language' which may not provide the best user experience.
25. Is my App compatible with all devices?
No, the App is not compatible with all devices. As with all new programmes it has been developed to work with the latest versions of Android and Apple devices including iPads using the operating systems Ice Cream Sandwich and iOS 4 and above. You may need to update your device to the latest operating system for the App to function on your device.
26. Does it work on Windows and BlackBerry?
Occasionally we are asked why the App is not set up to work on Windows or Blackberry devices. The simple fact is that Apple and Android between them have +90% of the user base and this means it is likely that even if you are a Windows or Blackberry user, 90% of your clients and target audience will be Apple or Android users. On that basis, the cost of development for Windows/Blackberry would be prohibitively high. Although Windows initially made increases in market share, it has now fallen sharply and is still far behind the dominance of iOS and Android.
For some loyal Windows Smartphone users, this may present a concern. However, please be assured that we have made enormous investment in the iOS and Android technologies and have received accreditations from the majority of the professional bodies because of our App’s effectiveness and adaptability to market changes. Those firms that have invested in Windows or Blackberry devices will still be able to gain enormous value by getting their clients/prospects to download the App onto their own devices in order to use the tools and calculators.
27. How do I update my Android tablet or Smartphone?
Over the past few weeks our team has carried out hundreds of 1:1s with accountants, financial service companies and IFAs. Many of them are interested in the latest App technology yet they have not had to update their android tablet or Smartphone – see how to update your android device here.
28. How do I update my iPhone, iPad or other iOS device
Getting the very best out of your Apple iOS device means installing the very latest software update. Here is a quick, easy 'how to' guide to update your iOS device – here.
29. When and how are Important Dates updated?
They are updated for the future 12 months as soon as they are available. Typically, this is around late February/March time each year and these are subject to the budget in April. They are amended then as and where appropriate and at any key places during the year.
30. Do we own the Apple and Android Account from which the App is downloaded?
No, you don't own the account. As the developers, it is our account. You can monitor success through your own Google Analytics on your website to see how many people visit your App page (like the example here). If you wanted to get more data, what some firms have done is to put a simple enquiry form on their website so that visitors have to fill this in to request the App QR Code.
31. Tracking and monitoring App users
Our team can let you know exactly how many App downloads you have had at any time. Platinum customers benefit from automated monthly reporting and tracking statistics.
32. Can we access the App directly to add content and new items etc?
Yes, one of the fantastic features of the MyFirmsApp™ solution is that you can access the App through the centralised data store enabling you to add, replace and change content. Plus, you can integrate with your blog, updating new content as you release new articles.
33. Can we have the ability to change the titles on the main screen and/or on the calculator's screen?
The titles such as 'Calculators' are the same for all Apps.
34. Can we change the Icons on the homepage of the App?
Yes you can, Icons are part of the design process and you can see from the www.myfirmsapp.co.uk site that there are lots of different icons in use.
35. How do I make my blog feed work with my App?
There are 2 simple options to make your blog feed work in your App. This is a key function of your App and will help you communicate fresh content, news, views and opportunities in real time to everyone who downloads your App.
Please note: It's important to remember that information provided within the App is offered as a guide only. It is not to be used without the advice from a professional advisor and should not be assumed as definitive.
36. How long can a Push Notification be?
Push Notifications are only available for platinum App users. These enable you to send a message containing up to 40 characters for Android users and up to 190 characters for iPhone users.
37. How quickly is the App content updated after an announcement by the Chancellor?
The financial information within the App is carefully managed and maintained. It is updated normally within 48 hours of an announcement.
Although this timeframe is subject to change as there may be some amendments that can be made immediately. There are others, such as a complete change to the way something is calculated that would take longer, as this would require the development and resubmission (to Apple and Google) of a new calculator.
There is always a trade-off between speed and accuracy. Therefore at designated intervals, post announcement, our team "consolidate" the changes to ensure any final amends or bug fixes are picked up.
Please note: It's important to remember that the information provided within the App is offered as a guide only. It is not to be used without the advice from a professional advisor and should not be assumed as definitive.
38. Why does the splash screen not load every time?
The App has been carefully built to load the splash screen each time the App is opened. What many users of various devices do not realise is that if you simply click off an App, it is actually still open on the device and running in the background.
Therefore when you click back onto MyFirmsApp™ App it may not show the splash screen. That's because the App itself has not actually been closed. If you are not currently closing your Apps or have not done so before it's likely you have many Apps running in the background using unnecessary processing and battery power. For more information read on how to close an App iOS app or on how to close android App.
There are a variety of reasons we have built the MyFirmsApp™ solution to operate in the way we have. The first is that it is best practice and strongly advised by Apple and Google to not force splash screen onto users if they have not closed an App. Secondly, if you force the App to close when someone actually clicks off the App, this would stop the App from running in the background; meaning that features like mileage tracker and Push Notifications would stop working while the App was closed.
39. Are images of receipts accepted by HMRC?
Yes, the good news is that while you still need to keep files for 7 years – digital is acceptable. Less paper, less space, less cost = good news! NB it is therefore important to back up images and data from your App to your computer/server/storage solution regularly. HMRC says "Records may be preserved on optical imaging systems, and the originals discarded, provided that what is retained in digital form represents a complete and unaltered image of the underlying paper document." You can find the exact text on page 10 within their document here.
40. Can I launch an App on my own developer account
41. Can you bulk send receipt images?
Receipts are managed in the photo section of the end users device. If you are using a ‘Client Portal’ or a solution like ‘Dropbox’ for example then the end user can mass upload images/documents into these type of solutions. If you don’t offer your customers these solutions then it is left to the end users device type. Some phones, iPhones for example allow you to manually select photos/images and attach these to one email. Alternatively you can also set up ‘photo streams’ between one user and another. These solutions all vary depending on the device being used.
42. Dividend Vs. Salary Calculator
The calculators within the App are designed to provide the user with a good feel for the ways they may or may not be remunerated.
These are to be used solely as a guide and professional advice from their advisor is encouraged throughout the App. It’s a great way to save time, educate the end user and generate quality enquiries not time wasting calls.
The Dividend Vs. Salary Calculator is specifically designed for those who don’t have a complete or thorough understanding of tax. Therefore the calculator uses the current personal allowance value, as we have taken the decision that this is easier for the end user to understand.
Please note they do not take into account the current employment allowance.
It could be suggested there are other, more tax efficient ways to structure tax affairs. For example some firms may advise clients to take a salary of the NI threshold, not the tax threshold.
We have not included the above or other combinations to keep the App:
43. Should I Incorporate Calculator
The calculators within the App are designed to provide the user with a good feel for the ways they may or may not be remunerated. These are to be used solely as a guide and professional advice from their advisor is encouraged throughout the App.
The Should I Incorporate Calculator’ is designed for those who don’t have a complete understanding of tax. Therefore the calculator uses the current personal allowance value, as this is easier to understand.
Please note they do not take into account the current employment allowance.
It could be suggested there are other, more tax efficient ways to structure tax affairs. For example some firms may advise clients to take a salary of the NI threshold, not the tax threshold.
We have not included the above or other combinations to keep the App:
44. Shouldn’t The VAT Calculator Pre-Populate with the standard VAT rate?
It has been suggested that the VAT calculator should be pre-populated using the current, standard rate of VAT. We have left it blank so that the calculator caters for all users, allowing for those where business might be registered for a VAT Fixed Rate Scheme whereby their VAT calculators are at a rate agreed with HRMC and also other special VAT rates in existence.
45. What are the Assumptions for the Contractors Calculator?
The current contractors calculator works on the assumption that the contractor is working 260 days per year, 8 hours per day where necessary.
Our team is working on improving the contractor’s calculator so that it allows a number of variables to be entered into the front end by the user. These are:
Standard Weekly Hours: 35, 37.5, 40 or OTHER
Do you Work Public Holidays: yes / no
46. Why is My App Running Slowly?
The App is designed to run very quickly. When it first loads it will draw in a splash page and then after a few seconds the App home page (the one with the icons) will load in. If your App is running slowly there are a number of reasons this might be.
Images loaded into the App - from time to time clients have loaded in huge images into their App. This has resulted in the App trying to download all this data prior to working and functioning properly. We are current working on a fix to stop this being possible, but it's worth checking to see if you have done this.
Internet speed can also be a factor, especially if there has been a significant update to the App and you are downloading it on a very slow internet connection.
Device type can affect the App speed. It's designed to operate using the latest operating systems. So if you are using an old device type on an older operating system this may not be supported and could impact speed. Furthermore even a new device running an older operating system may require you to update your version of the operating system.
47. GPS Info, Tips & Tricks
If your GPS results appear to be inaccurate or you are not able to get GPS signal please follow these instructions:
*Adjusting battery saver settings on different devices
Additionally from the "Settings" app, select the "Date and time" item and ensure the "Automatic date and time" and "Automatic time zone" check boxes are checked. GPS and our app rely heavily on an accurate time and time zone. Having your device set to the incorrect time zone or time may prolong the time taken to obtain a GPS fix, and may result in other inaccuracies in your recorded journeys.
If you are still having GPS issues after the steps above, try these additional steps that are known to resolve almost all issues.
Note: It needs to be said that due to the different built-in GPS modules in each phone we can’t guarantee exact tracking results. When starting please try to avoid the following areas:
If you end up in these areas above this can affect your GPS signal during your activity.
Be aware that just because the some maps app like Google Maps may show your location on the map, this does not mean that the device's GPS is functioning properly or that a GPS fix has been obtained. The data used to show your location on the map may be based on cellular network or wi-fi signals.
48. GPS Battery Life
By making use of background tracking, your battery life may be effected. This is a consequence of aiming to achieve high accuracy in your tracked journeys.
The decision was made to increase the intensity of tracking to increase reliability and consistency, where a reduced intensity can result in the loss of important journey points including the shortening of corners and more in real life driving scenarios.
49. How to promote your App on your website
It makes sense to promote your App on your website, rather than sending traffic directly to the App store. The reasoning behind this is simple… It’s a chance for your website visitor to read about the App and use the download links while they can see everything else that you offer. It will also increase your website traffic and, better still, the App makes a great free offer on your site (we call it a ‘Call to Action’). You can find out more about Calls to Action in this video.
So when you consider adding the App to your site, you should think carefully about the new page you are placing it on and where to add Call To Action buttons on the Home page of your website, so your visitors can access the App page quickly and easily. You can also have links in the page footer if this fits the design of your website.
To add your App to your website you need the following 4 things. You can either develop these yourself using your internal team or external agency, or ask our team to help.
Once you have created your new App page, how do you get visitors to it? There are a number of ways you can achieve this, the first being to email your current customers and potential clients. Tell them about the App, what it can do for them and why you have launched it. You can write these emails yourself or access them via our optional marketing pack.
Once you have successfully promoted the page by email, there are a number of other options to consider:
This is just the start of an incredibly exciting journey. I wish you all the best in promoting and sharing your App and building your App user base.
50. How secure is the App and supporting systems?
The App uses industry standard encryption on communication where required and your data is backed up and stored securely. We operate within the UK and our primary data centres are Europe based.
Any sensitive client data is held directly in your client portal and/or accounting programme (e.g. QBO) and we simply cannot access that at all. Your App will be built on our platform which is globally compliant and approved by many professional bodies, and also by Apple and Android themselves.
It also uses Amazon Web Services which is a leading infrastructure globally and is trusted by many of the world’s biggest brands and institutions.
51. Is client data secure in our App?
Yes, your client data (accessed via document portals, cloud accounting, case management, wrap platforms etc.) is just as secure as if the client was logging in from their computer. All the same protocols exist; so there is, in fact, no increased security concern from someone logging in via your App.
Receipt data and mileage information that is logged within the App can only be accessed by the user (neither you nor we can access it, even if desired) and is only seen by parties they choose to export and email the data to.
It is advisable, however, for mileage, income and receipt data to be periodically exported by the user as a back-up should something happen to their device (e.g. loss or breakage etc.).
52. Standard Business Reporting (SBR) - Australia
There is currently no implementation of SBR within the app itself as there are no specific scenarios at this time where that would be appropriate. In the future, if our app becomes in-line with SBR functionality, we will pursue implementation further.
53. Why should I keep Receipt Manager if I have Receipt Bank integrated in my App?
We have found in many situations that not all of the firms’ customers will opt-in to a paid-for Receipt Management tool, such as Receipt Bank.
Therefore, we strongly advise where this is likely, that you leave within your App both the in-built free Receipt Manager alongside the integrated Receipt Bank solution, therefore giving your customers ‘one App, one place,’ and the option to use the tool of their choice.
We can, however, remove one, either, or both from the App.
54. Why am I prompted with a message to give access to my contacts and photos within the App?
Typically, a well-designed App will ask for permission before it does something that will require the permission. For example, the App might only request access to your photo library when you try to attach a photo, or your contacts when dialling a number from your contact icon within the App. This gives you an idea of why exactly an App will need that permission for and is common across most Apps you will find in the App stores for both Android and Apple.
Permissions can be removed in your settings if you disagree but the permission will enhance the user experience of your App by being able to interact with functions such as the Mileage Tracker and Receipt Manager.
The App has access but doesn’t edit or alter any information in those phone storage facilities listed, they’re just needed to use the tools; for example, ‘Location’ is needed for GPS Mileage Tracker to track journeys correctly. Removing permissions would risk losing App features.
In comparison, MyFirmsApp requires the very minimum permissions compared to other Apps; social media Apps for example do require a lot of permissions and you will find most Smartphone Device holders will have one or more installed on their phone.
55. Resetting Your Datastore Password
Resetting the password for your datastore login in simple and will be take you less than a minute. Simply navigate to https://login.myfirmsapp.co.uk and click on ‘I’ve forgotten my details’. Doing so will result in a popup appearing.
if you know the email address you signed up with click the green button and enter that email address into the field followed by clicking ’Send Me A New Password’. If you do not know the email address of the account click ‘Password Reset’. This will trigger an email from your mail client allowing you to submit a support ticket, from which our Customer Success Team will be in touch.
56. Who are MyFirmsApp?
We are the worlds largest provider of Apps for Accountants, have been rated in the US as a top product to watch this year and in the UK have just been nominated as finalists for Practice Product Software of the year. As an organisation we pride ourselves on our customer care delivered by a full time team of Customer Success exports.
57. Why do clients pay before the App is built?
MyFirmsApp has a fully transparent order process and terms and conditions are available to read at any time. These make it explicitly clear that you start paying at the time of signing your order. And that’s because you are purchasing a software licence agreement with MyFirmsApp activated at the time of signing your agreement (this is common practice in the software world).
It’s also important to understand we are building you a personalised App. To do this individually for a client involves a significant amount of time, resource, personnel in different departments and expense.
You can read estimated project timeline here – MyFirmsApp works to very stringent quality standards to ensure timelines are met or over achieved (providing of course we have what we require from clients to move the project forward such as kick start).
58. Isn’t it just a template, standard software, cookie cutter process?
MyFirmsApp specialises in taking the highly complex and making it simple for our clients. In doing that it does not mean that the process for us is simple. Some clients could be forgiven for thinking the product is a standard piece of software, simply re-badged and re-organised according– a cookie cutter process.
It could be if we provided one single App, and submitted everything under our name, with limited design and customisation. But we don’t, we build everything around our customers using digital craftsmen and women at every stage.
That means a designer could add a new icon, new forms, different shapes, change the way an App might flow, remove functionality, add functionality etc. All of this has to then be built by hand, by developers who take what looks simple and puts it into code (the MyFirmsApp platform uses over 2.5 million lines of code). And then it has to go for full product testing using a 70-point quality checklist reviewed by a person. This includes cross device testing (just think there are thousands of different device types) across devices and different operating systems (Apple and Android). At any stage it could be rejected and passed back to the build team. Only once its approved does it get submitted by a human to the stores for approval. But we’re not finished there! We then track it through the stores and then let you know once its live.
59. App downloads from overseas countries
Your App is available across the world, you may receive downloads from unexpected locations. As an example, we have customers who have large download numbers from locations such as China or India.
Many of our customers are happy with this and some are global or part of a global network.
By default, we enable all countries for an App unless otherwise specified. That’s because we need to give our customers the ability to operate globally - and you may very well have customers from around the world or customers aboard travelling, on holiday who want to download your App.
Your App may be legitimately being used in various locations, however we have also observed various scenarios for higher than usual download counts in multiple regions. These can range from Apps with similar names (your users may have been looking for another similarly named App), Apps with generic names that have high search volume such as ‘Tax Support’ and so on.
If you would like to exclude certain countries, this is absolutely possible, and is a service we provide free of charge. While this will stop downloads in the selected locations, this is not retrospective, and your current download statistics will change to reflect the new region selection. It does however mean that your downloads will only come from the regions you have chosen to support moving forward.
To limit the regions your App is available within, it’s as simple as getting in touch with our team.
60. GDPR and MyFirmsApp
MyFirmsApp is registered with the data protection act and has always placed significant attention and investment into data protection, customer privacy and good code of conduct including best practice. Because of this, we believe that the App, the way data is collected, stored and managed is compliant with future GDPR legislation. Our Data Protection Officer (DPO) is Jim Brown, our CFO.
The system will automatically ask for details to be re-confirmed and registration accepted in accordance within the stipulated GDPR timelines.
Where personal data is held and who is responsible
The data for Push notifications themselves and accepting them is stored only on the users device and the operating system provider namely Apple and Android, This data is not stored by you or MyFirmsApp.
The personal data such as email and name is requested, opt in required is stored by MyFirmsApp as Data Processer. We are currently reviewing our GDPR compliance and this will be implemented prior to May 2018.
Where end user data is held and who is responsible
Data such as receipts and mileage and income is stored in the current system on the individuals device and emailed to yourselves as client. MyFirmsApp do not hold this data.
The new “Collect” system does hold receipts mileage and income data is uploaded to the MyFirmsApp cloud storage and hence held by ourselves. This data is stored by MyFirmsApp as Data Processer, and will be compliant prior to May 2018.
We are currently working with leading professionals and GDPR specialists to confirm our understand that we are GDPR compliant in advance of the May 2018 deadline.
We will continue to keep our customers updated on progress both via the community site and with email updates as appropriate.
61. How does the mileage tracker differ from the old one?
There are five key ways that the new one is better
We have also improved the usability, look and feel and added the ability to edit trips
*OneApp platform only – we will be adding this to ODA/Hybrid Apps later – date tbc
62. Does everyone get the new mileage tracker?
Any customer that had the old mileage tracker will receive this as part of their subscription. There are approximately 40 OPM (Old Pricing Model) customers that didn’t upgrade when they moved to OneApp and they will not get the new mileage tracker. If these contact us they should be channeled to Dan for an upgrade call.
63. Will everyone get the mileage tracker at the same time?
No there will be a phased roll-out the Container/One App update being submitted to the stores on 4th October and Hybrid/ODAs on the 9th October.
64. It there any difference in variation of what customers will get?
Yes – there are a couple of variations to be aware of Australian versions of the App will term the functionality ‘Logbook’ and in the short-term Hybrid/ODA customers will be able to use the cloud sync.
65. What do I need to do to get the new functionality on my App?
You need to ensure that you download the latest version of your App, open it and if you want the App to track your journeys automatically accept the request for it to access your GPS on your phone. If you wish to switch off auto tracking you can do this by switching off the Apps access to your GPS within your phones GPS/ Privacy settings.
66. Will my clients automatically get the new mileage tracker?
They will need to download and open the latest version of the App from the appropriate App store.
67. Can I switch off automatic tracking?
Yes of course - If you wish to switch off auto tracking you can do this by switching off the Apps access to your GPS within your phones GPS/ Privacy settings.
68. What does cloud sync do?
It enables a user to synchronise journeys between multiple devices that they have with the App and are using the same user account details. This is only currently available on Apps on the OneApp platform as currently Hybrid/ODA Apps do not ask users to create an account before using the App.
69. Can I specify which journeys will be exported?
You can specify a date range and the App will export all the transactions within this range.
70. Why was my first journey too short when on automatic background tracking mode?
Our advanced mileage tracking algorithm uses last vehicle position data to counteract late journey start points due to mobile device battery optimizations. In plain English, this means that your first journey is used as a bench mark for future journeys, improving accuracy from the second journey onwards.
71. Why are identical journeys showing as different distances?
Due to various external factors and device configurations, identical journeys can have small variances. In extensive tests, we have found our mileage tracker to be exceptionally accurate with only minor variables being noted on identical trips.
72. My journey appears to have started later than I actually left?
Modern devices feature advanced battery optimization features. Often this results in the GPS on your device being inactive while you are not moving. When moving, complicated algorithms use your accelerometer, gyroscope and other sensors to determine you have started driving – this can by immediate, or on occasion this can be up to 1 – 2 miles.
We encourage you to review your performance settings on your particular device to give the App the most power as possible (removing battery saving settings etc), this will decrease the time required to detect movement.
iOS in particular often sets up a 200 meter ‘geofence’ around your last known stationary position. This means in many cases, iOS will enable location tracking GPS once you move out of this fence. Again, this can happen earlier and in some cases, later and it is entirely up to the discretion of the device.
73. Why am I missing a drive in my mileage log?
The App requires updates from your device operating system. If those updates are not received due to poor signal, battery saving techniques or other external factors such as large bodies of water, and large buildings, the App will not be able to track your journey successfully. Please consult your device help and support documentation to see what settings you can configure to improve GPS based App performance.
74. Journeys are not tracking automatically or they are inaccurate, what should I do?
Please follow our simple checklist below to ensure you have the best possible configuration:
Remember, the App is reliant on the quality of data received from your device and associated networks. If either signal is poor or the device is misconfigured / not compatible, the App cannot function as expected.
Android can be difficult to configure due to the vast differences in phone models and operating systems however broadly speaking, the majority have similar settings although they can have slightly different terminology.
Certain Android devices also feature ‘Protected Apps’ which is a known battery saving technique. Ensure that this App is set as a protected App in order to get increased accuracy and tracking performance. This is common on particular manufacturers such as Huawei.
75. What about battery consumption if I leave the App running behind the scenes?
The App is based around a highly tuned and performant battery optimization strategy. High powered location positioning is only enabled once we determine you are in a vehicle and a journey has started.
Once you come to a stop, we disable location services as soon as possible (often within 10-15 minutes of your journey stopping) to ensure battery saving takes place until your next journey.
76. Why does it take so long for a notification to arrive informing me of a successful journey tracked?
Our motion detection algorithms can take up to 15 minutes to determine you have come to a complete stop and your journey has ended. This can be tricky, taking into consideration various external factors and movements that can happen in your day to day life. As an example, getting out of your vehicle and going for a walk is still movement, and our App needs to be convinced that this movement is not part of your journey to be logged. We use several sophisticated techniques to analyze this, and will end the journey at the earliest opportunity, which of course then triggers the notification confirmation.
77. My log shows a trip when I wasn’t driving
In exceptionally rare scenarios, your device can report you as ‘In Vehicle’ when you are walking etc. Due to this, an additional journey could be logged for that period. The App relies upon the data provided by your phone to do the very best job possible – and if this data is inaccurate, the App can therefore make the same mistake.
78. My start and/or end location is slightly off
The latitude and longitude of your GPS location can be off by several meters. This often results in slightly incorrect start and end points. Our tests show that this is highly accurate and in most cases will state the precise street but could be the incorrect door / office number for example. Place name information is provided by Google, based on the location data provided your phone.
79. My App took a longer time than usual to begin tracking my journey, why was that?
This can occur more often on iOS than Android and is often due to the App either being terminated fully by the user, or by the operating system itself. At that stage, the App defaults to what is known as ‘significant location change’ mode, which will only begin the tracking after approximately 1000 meters. Once tracking begins, the App will revert back to its usual behaviour unless terminated again by either user or operating system. In tests, we found this is a rare scenario to occur and is self-correcting.
80. I’ve recently upgraded my operating system and my trips have stopped tracking, what could be the cause?
This can occur on a variety of makes / models and operating systems. We advise after every operating system update, you restart your phone completely, and then re-open our App. This will allow the tracker within the App to function normally. This is particularly well known to be a challenge for many tracking Apps on the iOS platform.