When a customer is having trouble accessing The Body Code area in the mobile apps please use the following steps to troubleshoot.

1.  Confirm user account and Body Code membership.

Check the user emails associated account has an active membership for the Body Code. Memberships with access include:

• Memberships from website subscriptions
  • Discover Healing - Body Code Access (English)
  • Discover Healing - Body Code Zugang (German)
  • Discover Healing - Body Code Acceso (Spanish)
• Memberships from app store subscriptions
  • App Store - Body Code Access (English)
  • App Store - Body Code Zugang (German)
  • App Store - Body Code Acceso (Spanish)
• Grandfathered Access from Body Code 2.0
  • The Body Code System 2.0 (English - access expired March 17, 2021)
  • Das Bodycode-System 2.0 ( German - access expires October 7, 2021)
  • El Sistema Body Code 2.0 (Spanish  - access expires ~ April 2022)

2. Log out and into the app

If the user has recently subscribed, ask them to log out and back into the app. If access is still not granted and they have an active Body Code membership, ask them to take a screenshot of the settings screen or respond with what is listed under "Subscription" on their settings screen.

 For Grandfathered users that get the "Grandfathered access has ended" notice. Direct them to click the "Use the free Emotion Code Chart instead link below to dismiss the message and access the app settings.

3.  Updating App

Ask the user to check for and install any app updates.

4. Can the user access the Web Version of Body Code?

Ask the user to login to https://app.discoverhealing.com to confirm if they have access to the web version of the app.

5.  Ask for device information

If there does appear to be a bug with the app, ask the customer what Device and Operating System version number they have and please share the ticket with the "Discover Healing App" department. 

(DO NOT CLOSE TICKETS THAT ARE NOT RESOLVED)