Troubleshooting & FAQ

Once a permission is permanently denied, the operating system blocks the app from prompting. RapidShield detects this and sends you to the system settings page instead. Tap the permission row and follow it through.

iOS: Settings → RapidShield → turn the permission on.
Android: Settings → Apps → RapidShield → Permissions.

Three required, one optional. Location (all the time), Microphone and Notifications are required; Camera is optional and only needed for photo evidence on incident reports.

No harm done, and nothing was lost. Go to Settings → Preferences and grant them from there, or just use the feature that needs one and accept the prompt when it appears.

Three checks in order: Location Services on at the device level; RapidShield set to Allow all the time; and you are somewhere with sky visibility. Move near a window or step outside. The app keeps retrying and will fall back to a recent last-known position if it has one.

Because the alerts that matter most happen while the app is not in front of you: an SOS from your pocket, or a Guardian Mode dispatch. Those run in the background, and "While In Use" cuts off location the moment the screen locks.

The address is reverse-geocoded from your coordinates and can be imprecise in dense or unmapped areas. The coordinates the responder receives are still correct. On request screens you can type a better address, and on incident reports you can drag the pin with Edit on map.

Check, in order: notification permission granted for RapidShield; Do Not Disturb / Focus not filtering it; battery saver not restricting background activity; and, on Android, RapidShield excluded from battery optimisation.

Because the Guardian Mode cancel countdown is delivered as a notification when the app is in the background. Without notifications, Guardian can raise an alert without ever giving you the 15 seconds to stop it.

Pull down to refresh the Inbox. If it persists, sign out and back in; the badge count re-syncs on login.

You need Premium Shield, microphone permission, and the master toggle on. If all three are true, run the silent test: a failure there points at your connection rather than your settings.

Drop sensitivity to Low first. If it continues, turn off the specific layer causing it: struggle detection in gyms and workshops, keyword detection if your safe word is too close to everyday speech.

Raise sensitivity to High, confirm the relevant detection layer is on, and make sure the app was not force-closed or killed by a battery optimiser. Guardian needs its background service alive to listen.

Expected: the app states 12 to 15% additional consumption. Arm Guardian when you are exposed (night commutes, travelling alone, unfamiliar areas) rather than leaving it on 24/7.

On iOS, tap Restore Purchases at the bottom of the plans screen. On Android, pull to refresh the Home screen. If it is still wrong, email support with the payment Ref: from the success screen or from Billing History.

You are signed into a different App Store account than the one that paid. Switch store accounts and restore again.

The charge went through but our confirmation did not. The message says it directly: if you were charged, your subscription will be honoured. Reopen the app; run Restore Purchases on iOS. Contact support if it has not resolved within a few minutes.

App Store purchases are cancelled in iOS Settings → your name → Subscriptions. Paystack purchases: email support with your account email and payment reference. Corporate seats are controlled by your employer in the enterprise portal.

Verification is manual. If it was rejected you get a Re-upload School ID button. Upload a clear, well-lit photo showing your name, the institution and a current session or expiry date.

It cannot be recovered inside the app. Email support@rapidemergencysystem.com from your account email address. If you have a live alert right now, speak into the phone. The operator can hear you and can end the alert from their side.

Almost always an email mismatch. The seat is bound to the exact address your manager entered. Ask them to check it in Staff Management against the email you registered with. See Staff Management.

Social accounts have no password by design. Keep using the same button to sign in. Account deletion works on these accounts too, and does not ask for one.

Yes, within 30 days. Email support from the deleted account's address. After 30 days it is permanently gone.

Your estate manager has not added you, or added you under a different email. Ask them to check the Residents list against the exact address you registered with. Opening the screen without membership shows "Entry codes are available to estate residents only."

Generate a new one. It costs nothing. Codes are short-lived by design; the validity window is set by your estate manager. Generate the code when your visitor is close, not hours ahead.

Your estate's code mode is set to entry only. That is a configuration choice by your estate manager, not a fault. See Entry Code Settings.

It has expired, it was revoked, or it has already been used. Check your Estate tab, where revoked and expired codes are labelled, and generate a fresh one.

That is a network error at the gate, not a bad code. Restore the connection and retry. Never wave a visitor through on an unverified code. The entry will not be recorded and there will be no audit trail.