Mobile App Troubleshooting

At Galileo, your health and privacy are important to us. That’s why we use secure login methods, including SMS code verification (Multi-Factor Authentication), to protect your personal information.

We know technology isn't always perfect. If you're having trouble logging in or if the Galileo app is running slow, here are the steps to help you get back on track quickly.


Password and Autofill Issues

  • Manually Enter Your Password: If you recently changed your password, do not use auto-fill. Password managers and device keychains often store the old password, leading to failed login attempts. Type your new password character by character to ensure accuracy.
  • Check Password Manager Status: If you use a third-party password manager, ensure it has been updated and saved with the most recent password.

SMS/Email Code Delivery Issues

  • Check Filters (SMS): On both iOS and Android, check if you have any settings that filter or block messages from unknown numbers, short codes (used for MFA), or senders categorized as spam. Our services send text messages from this number: 1 9179974883 patients should ensure that this number is not blocked.
  • iOS: Check Settings > Messages > Filter Unknown Senders (ensure it's not filtering out the code).
  • Android: Check your messaging app's spam or blocked lists.
  • Check Filters (Email for MFA Reset): If the code is sent via email, check your Spam/Junk folder, as well as Promotions or Social tabs if you use a service like Gmail.
  • Wait and Resend: Sometimes delivery is delayed. Wait a minute before trying to request the code again. Ensure you only use the most recently received code.

When the Galileo mobile app starts crashing, freezing, or lagging, follow these troubleshooting steps to resolve most issues.


Software Updates 

  • Update the App to the Latest Version: Check the App Store (iOS) or Google Play Store (Android) for any available updates for the app. Updates often include bug fixes, performance improvements, and compatibility patches.

Basic Checks and Quick Fixes

  • Check Internet Connection: Ensure you have a stable and strong Wi-Fi or cellular data connection. Try switching between Wi-Fi and mobile data to see if the issue is network-specific.
  • Restart the App: Fully close the app and restart it. This stops all running processes and gives the app a fresh start.
    • iOS: Swipe up from the bottom of the screen (or double-press the Home button on older devices) to view the App Switcher, then swipe the app's preview card up and off the screen.
    • Android: Go to Settings > Apps (or Applications) > Galileo, then tap "Force Stop."
  • Log Out and Back In: If the issue relates to your account, data syncing, or login status, logging out of the app and then logging back in can resolve common authentication or session-related problems.
  • Restart Your Device: A full device restart can clear up temporary system glitches, memory leaks, and background process conflicts that affect app performance.
  • Delete and Reinstall the App: This is the equivalent of clearing data on iOS.
    • Delete the app from your home screen or app library.
    • Redownload and reinstall it from the App Store or Google Play Store.

Contact Support

If all else fails, the issue is likely on our end.

  • Contact Support: In your app's homescreen, click on "Ask us Anything" to reach our Patient Support team.
  • Provide detailed information about the problem, including:
    • The exact steps taken before the issue occurred.
    • Any error messages you received and screenshots (preferred)