App Trial FAQs

Welcome to the UNHCR App trial FAQs

Thank you for signing up to take part in our app trial. You will be helping us explore ideas which may become the future of fundraising. Please use the app as much as you can over the trial period. This page is for you if you have a query about the app or have encountered a problem.

If, after reading this page, you’re still having problems, then contact us on [email protected] or call us on 0203 761 8094.

Frequently Asked Questions (FAQs)

The app says it doesn’t recognise my number.

We need to have your mobile number for the trial to work. If you haven’t provided your number to one of our representatives on a call then the app won’t work.

Solution:

Try entering it again to make sure you’ve entered it correctly. If it still rejects the number please give us a call or email us.

The security passcode you sent me has been rejected.

Solution:

Once you have registered your mobile number with us enter it into the app and you’ll be sent a security passcode which you must enter into the box provided as a 6 digit number. If that doesn’t work. Tap on Resend Passcode link beneath the CONFIRM button and we’ll send you another. If it still isn’t accepted contact us on [email protected] or call us on 0203 761 8094

The app stops working, so I can’t get any further.

Solution:

You may have discovered a problem which we will need to fix asap. Send an email us: [email protected] or call us on 0203 761 8094

I've been matched with a family type which I didn't select

Solution:

This is a limited trial and we have a small ‘pool’ of donors and refugee families taking part. It’s most likely that the best match has been made with the families remaining in the ‘pool’. If you have been matched with someone of different gender then we’ve made a mistake so please email us on [email protected]

Why can’t I send a message?

Solution:

Like most messaging apps you will need to have a connection through your mobile network provider or access to Wi-Fi to send a message. You will also need to have entered your mobile phone number correctly into the number login screen and to have entered a six-digit passcode when requested to do so. If you’ve done that correctly then we may have technical problem at our end. Please email  [email protected] and we’ll get on to it straight away.

My message was returned.

Solution:

It’s most likely that you may have written something that is not considered permissible by our safeguarding or Community Standards. Please make sure you do not send your home address, social media ‘handles’, offer cash or ask for similar information from the refugee family with whom you are matched. But please send another message, our trial relies on our participants staying in touch with each other.

I’ve sent a message, but no-one has responded. When will I get a response?

Solution:

If you’ve just sent a message to the refugee family you been matched with, then it will take about a day or maybe a little longer to get a message back. This is because UNHCR translates and checks every message to ensure it’s suitable for the recipient. Once this is done, the message is sent on to the refugee family and it’s up to them when they reply. It’s not instant messaging, so it might be worthwhile making each message count by sending longer messages. If you don’t get a message back within 2 days contact [email protected].

I want to use my iPad or tablet for this trial. Can I?

Solution:

Yes you can, but you must register with your smartphone first, entering your mobile number and tapping in the One Time Passcode (OTP) that we send to you. Then you can download the app to your tablet and you’ll be recognized by the app as you register. Then you can use your tablet all of the time.

Can I share photos or details of my new friends on social media?

We’ve disabled the facility to save photos from the app to your photo library. This is because we want to respect refugee families wishes not to have their images posted online. We have done likewise with images you send. We think this is the best way to respect each other’s privacy. We hope you understand our reasons why.

Why do I have a description of one family but getting messages from a different one?

Solution:

If you’ve received a message from a family and you have the details of a different family, then we’ve made a mistake. It’s easily rectified though. Just contact us on the number or email above and we’ll sort it out.

How long does the pilot last?

The app pilot will run for one month from mid-October to mid late November 2019 depending on when you started. The total trial length is one month for each participant. And if you’ve joined us for this pilot you will know that you are part of a select group of triallists helping us to test and finesse the Cash Assistance app for general release. You’ll also know that we have asked IPSOS to run some market research with you. If you want any more information about them or their methods just contact us on the email provided and we will provide you with further information.

What happens at the end of the pilot?

Within days of the trial finishing the refugee family you’ve been connected to will stop communicating with you. This is a time-limited trial and we will delete the app on their phone at the end of the trial. The app itself will display your messages until early in January 2020. After that, the pilot will shut down and we will start to make further technical enhancements based on your feedback. If you would like to be kept in touch with the app progress just send an email to [email protected] and we’ll keep you informed.

I don’t want to use the app. How do I delete it from my phone?

For iPhone just lightly press and continue to press the app icon on your homescreen and a little x should appear on the top left of the app. Tap on the x to remove the app, but before you do please let us know via email [email protected] so we can find another participant.

For Android Select Settings app from your app drawer or home screen. Tap Apps & Notifications, then hit See all apps. Scroll down the list until you find the app you want to remove and tap it. Select Uninstall.

Can I donate to the family with whom I’ve been matched?

Not directly, but you can make a donation to UNHCR here.

My question wasn’t answered here. What do I do?

If we haven’t answered your questions here, we’re keen to answer anything you’d like to ask us via our App Trail Support phone number and email. You’ll find them at the top of this list of FAQs