I cannot connect to the e-mark go or lose connection, what can I do?

If your phone or tablet does not connect any more or loses the connection frequently when you are working in the app, you need to check several things. Find below some tips for your device:

• iPhone or iPad
• Android phone or tablet

To ensure whether your operating system is supported by the app, go to Which Android and iOS versions are supported?

Connectivity issues on iPhone or iPad

Check the following points, if you cannot connect or lose connection. Try to connect after each step and switch the e-mark off and on in between:

1. Check whether you have the right app installed (e-mark go)
2. Update the app in the AppStore
   e-mark go app: emarkgo.colop.com/appdownload
3. Update your iOS -> check in the settings of your device: General - Software Update
4. Check whether the app needs permissions which are not allowed yet (these might be checked again after an update of your iOS)
   - Go to settings of your device - search for e-mark go - allow all permissions
   
5. Switch on your e-mark go and go to the Wifi settings on your device
   - Is your e-mark go listed? No? Check again whether the e-mark go is on (you should see some lights)
   - If you are connected to your e-mark in the Wifi settings, select it and click on forget network
6. Restart your iPhone or iPad
7. Make sure you are entering the right SSID and password (you can also scan the QR code instead of typing it) or reset your e-mark go - How can I reset my e-mark go?
8. Your e-mark go might have gone to sleep mode whilst you were working on your device, make sure it is on when you want to connect
9. Delete the app and reinstall it (make sure you have created an account, to synchronise all your templates)

Connectivity issues on Android phones or tablets

Try the following points, if you cannot connect or lose connection. Try to connect after each step and switch the e-mark go off and on in between. Please be aware that depending on the device and operating system, it may take longer or shorter to establish the connection. On some devices it may take up to 10 s to establish a connection.

1. Check whether you have the right app installed (e-mark go)
2. Update the app in the Google Play Store
   e-mark go app: emarkgo.colop.com/appdownload
3. Update your Android version -> check in the settings of your device: System-Software Update
4. Switch on location services in your device settings (this is a necessity of Google Play Store, no data is tracked by us)
5. Check whether the app needs permissions which are not allowed yet (these might be removed after an Android update)
   - Go to settings of your device - Apps - e-mark go App - Permissions - Allow them all
   
6. Switch on your e-mark go and go to your Wifi settings on your device
   - Is your e-mark go listed? No? Check again whether the e-mark go is on (you should see some lights)
   - If you are connected to your e-mark go in the Wifi settings, select it and click on forget network
7. Restart your phone or tablet
8. Make sure you are entering the right SSID and password (you can also scan the QR code instead of typing it) or reset your e-mark go - How can I reset my e-mark go?
9. Your e-mark go might have gone to sleep mode whilst you were working on your device, make sure it is on when you want to connect
10. Delete the app and reinstall it (make sure you have created an account, to synchronise all your templates)