Troubleshooting login issues with the tepeo app

This article explains:

• The most common reasons you might not be able to log into the tepeo app

• How to check you’re using the correct email and password

• How to update and restart the app to fix login problems

• How to clear the app cache (Android) after an update

• When and how to contact tepeo Support for further help

Check your email address and password

Confirm you’re using the correct email address

• Use the same email you used when you first registered your tepeo account.

• If you’ve changed email since installation, be sure you’re using the updated login email.

Check for typing errors

• Make sure Caps Lock is off.
• Look for extra spaces before or after your email or password.
• Re‑enter your password carefully.
  
  

Reset your password if needed

• On the app login screen, tap “Forgot password?” (or the equivalent option).
• Check your email for the verification code and return to tepeo app and use this code to create a new password (Be sure to check your spam folder) 
• Return to the app and try logging in again with the new password.

Make sure you’re using the latest version of the app

Using an outdated version of the app can cause login problems.

On iOS (iPhone/iPad)

1. Open the App Store.
2. Tap your profile picture (top right) and scroll to see pending updates.
3. If you see the tepeo app, tap Update.

On Android

1. Open the Google Play Store.
2. Tap your profile icon > Manage apps & device.
3. Look for the tepeo app and tap Update if available.

Force close and restart the app

1. Fully close the tepeo app:
   • On iOS: swipe up from the bottom (or double‑press Home), find the tepeo app, and swipe it away.
   • On Android: open the recent apps view and swipe the tepeo app away.
2. Reopen the app and try logging in again.
   
   

Clear the app cache (Android)

If you’re on Android and still can’t log in, clearing the app cache can help resolve issues after an update.

1. Open your phone’s Settings.
2. Go to Apps (or Apps & notifications / Manage apps).
3. Find and tap the tepeo app.
4. Tap Storage & cache (or Storage).
5. Tap Clear cache.
6. Reopen the app and try logging in again.

If the issue persists, you can also try Clear data (or Clear storage) but note this will log you out completely and may reset local preferences. You will need to log in again afterward.

Check your internet connection

1. Make sure you have a stable Wi‑Fi or mobile data connection.
2. If you’re on Wi‑Fi, try switching to mobile data (or vice versa) and then try again.
3. If you use a VPN, temporarily turn it off and test the login again.

Check device date, time, and OS version

Security checks can fail if your device’s time or operating system is significantly out of date.

1. Date & time
   • Set your device to automatic date and time using the network.
2. Operating system
   • On iOS: go to Settings > General > Software Update and install any available updates.
   • On Android: go to Settings > System > System update (or your manufacturer’s equivalent) and install updates if available.

When to contact tepeo Support

If you’ve tried all the steps above and still can’t log in, please contact our support team so we can investigate further.

When you reach out, include:

• The email address you’re trying to log in with
• Your device type and OS version (e.g. iPhone 13 on iOS 18.1, or Google Pixel 7 on Android 15)
• The app version (from the app store or app settings, if accessible)
• A brief description of what happens when you try to log in
  • Any error message shown on screen
  • Approximate time and date of your last failed attempt
• Whether you’ve:
  • Updated the app
  • Cleared cache/data (Android)
  • Tried another network (Wi‑Fi vs mobile data)

Our team will review your case and get back to you as soon as possible.