Troubleshooting
Common issues and how to fix them
Most setup issues fall into one of six buckets. Find the one that matches what you're seeing — the fix is usually a minute or two of work.
I didn't get the TestFlight email from Apple
Check your spam or promotions folder first — Apple's TestFlight invitations sometimes land there. If it's not in spam, the invite may have been sent to a different email than you expect, or it may have expired. Apple expires TestFlight invites after 30 days. Write to hello@memecare.ai with the email address you signed up under and we'll re-send. There's no harm in asking us to re-provision; it takes us about a minute.
It says my email isn't allowed to sign in
MeMe Care is in closed beta, so only emails we've approved can sign in. The email you use in the app has to be the exact same email you signed up with — capitalization is ignored, but typos aren't. If you signed up under one email and you're trying to sign in with another (a work address vs. a personal one, for example), the app will reject the attempt. Email hello@memecare.ai with both the address you signed up with and the one you're trying, and we'll either re-provision you or tell you which one is on file.
The sign-in code email isn't arriving
Check spam — sign-in code emails are short and sometimes get caught. The code is valid for ten minutes; if it's been longer than that, request a fresh one by tapping Resend on the sign-in screen. If repeated requests don't arrive at all, your mail provider may be blocking us — try a different email address you have access to, or write to us and we'll check the delivery logs on our side.
The app crashes on first launch
Delete and reinstall is the right fix nine times out of ten. On iPhone, deleting from the home screen isn't always enough during TestFlight — open the TestFlight app, find MeMe Care, and delete the build from there too, then reinstall. On Android, uninstall from the app drawer, then tap the Play link in your welcome email again to reinstall. If the crash repeats after a clean reinstall, write to us with the phone model and OS version and we'll dig in.
The senior's voice isn't being recorded
MeMe Care needs microphone permission to hear the senior's questions. On iPhone, open Settings, scroll to MeMe Care, and confirm Microphone is on. On Android, open Settings, tap Apps, find MeMe Care, tap Permissions, and confirm Microphone is allowed. If permission is already on but the app still isn't hearing the senior, restart the phone — that fixes a stuck-mic state surprisingly often.
I want to remove or replace a seat
Open the family portal, go to Seats, tap the seat you want to change, and choose Remove. The senior's app will sign them out the next time they open it, and the seat slot frees up immediately. If you're on a multi-seat plan and want to assign the freed slot to a different senior, just tap Add and walk through the enrollment flow again. Removing a seat doesn't refund the current billing period, but it does prevent the next charge.
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