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FAQs for NHS Volunteer Responders

GoodSAM app troubleshooting

Information:

Please watch the GoodSAM App video

My app keeps freezing?

Check you are using a phone that is compatible with the GoodSAM app either an iPhone 5 upwards or a Google compatible smartphone that allows you to download the app from Play store.

I am having trouble receiving or accessing alerts?

  • Check you are using a phone that is compatible with the app either an iPhone 5 upwards or a Google compatible smartphone that allows you to download the app from Play store.
  • Check that you have enabled settings to receive alerts and notifications by going to phone settings > apps > permissions and ensuring location is switched ON and that the notifications toggle is ON.
  • Check that battery saving mode is not set on your phone as this restricts location access and automatically turns it off, so the app would not be able to see your location.

Should I use the communication function on the app? I have received a message on the app from another volunteer, what does this mean?

There is a function within the app which allows you to communicate with other nearby NHS Volunteer Responders. We advise you not to use this function in the GoodSAM app. To switch this function off, please go to the settings tab and turn the “Receive Buzz” setting to ‘Off’. This field is not monitored and could potentially risk a breach of data protection guidelines.

I have changed my phone number and need to update this to get alerts?

Alerts would come via the comms area of the app and so you would still get alerts/requests if you are ON DUTY. To change your phone number please go to the GoodSAM website. Log in using your email address and password you entered whilst registering. Click 'Become a SMS Responder', then you are able to enter in the new phone number into the 'Full Mobile Number' box.

Screen grab of GoodSAM app

 

I get a notification but then it is not allowing me to come off the accept/reject screen?

Make sure your phone is compatible with the GoodSAM app. If it’s an Apple phone, the app is only compatible for an iPhone5 and above. For Android, the app works with anything that Google supports, therefore if you do not have the functionality of Google Play, the app will not be able to operate on this phone. Secondly, check notifications settings by going into 'Settings' on your phone, make sure these are turned on. Then go into the GoodSAM app itself and set the notifications to ON. You could also try to re-install the app.

I was approved to volunteer but when I went into the GoodSAM app it asked for ID again, I updated this and now it is saying ‘waiting for approval’?

Rather than signing into the app it sounds like you have tried to register again which is not required. You need to click on the link that was sent to you by email when you received confirmation that your ID had been checked. Then sign in with your email address and the password you entered when you registered.

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I cannot log into the GoodSAM app as the email and password boxes are blocked by other boxes?

This sounds like there is a compatibility issue with your phone, this tends to occur on iPhones that are older than the iPhone 5 version. Please make sure you are using an iPhone 5 or above. If using an Android, check this is compatible with Google and that you have installed the app using Google play store. 

I received an alert but when I clicked on it, nothing further came up and there is nothing in the comms section. I can see the person on the map but there is no information?

Firstly, if this happens please 'Pass to another Volunteer'. Check that your location and notifications are turned to ‘ON’, both on your phone settings and within the GoodSAM app and wait for another alert.

It keeps saying my email is 'invalid as has spaces in it', but I have entered it correctly?

Sometimes when entering the email address it can place a space when you enter (.) This happens automatically, so when you enter your email address just ensure that it has not entered a space after the (.) or at the start and end of your email address. It is better to try and enter the email address manually, instead of using autofill or copy and paste which can sometimes put a space that is not required into your email.

I have tried to upload an image on my profile page but the image will not save?

Please go into your Settings > apps > responder app, then check permissions and ensure that your camera toggle and storage toggle is set to 'ON'. Also ensure that your phone is not in battery saving mode as even when these settings are on it can restrict permissions and notifications.

I have been on duty, so why haven’t my on-duty hours updated?

The GoodSAM app updates every time it receives a location update from your phone. If the app does not receive an update from your phone due to your settings or lack of wifi/data it will not update your on-duty hours. The number of on-duty hours is not used for any purpose and has no bearing on you receiving alerts.

My alerts are coming through silent, can I change this?

Yes, you can do this within your phone settings.  Please go into your phone settings, select notifications then ‘Responder’ and toggle to allow critical alerts.  This will ensure your alerts will come through even when your phone is on silent. Watch our video below.

Information:

If you would like to see how to do this please watch this short video.

Last updated 5 October 2020

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