Patrons Having Problems Logging In or Bidding?

Here is a list of some known (but rare) problems that Patrons may have:

Symptom Solution
In a “loop” - keep getting sent to a page to re-enter a phone number or email.
  1. Verify their browser cookies are "enabled" (iPhone: "Block All Cookies" is OFF) - then text to the number again.
  2. It is possible their phone was used for another MobilBid auction that is now archived, but their web browser is still remembering the prior auction:  Have them clear their browser’s cookies and browsing history, then text to the number again.
When viewing the list of auction items, the text and images are not formatted properly and everything is out of alignment and hard to see. The patron is using an outdated phone and/or version of their operating system and/or web browser.  Most phones with current versions of OS and browser will work.
Can’t bid - pressing the submit button doesn’t do anything.
  1. The patron is using an outdated phone and/or version of their operating system and/or web browser.  Most phones with current versions of OS and browser will work.  Update as needed.
  2. They may have participated in a prior auction.  Have them clear their browser’s cookies and browsing history, then text to the number again.
Not getting outbid alerts.
  1. Ensure their SMS/EMAIL notification settings are enabled to receive outbid alerts
  2. Ensure their SMS is not STOPPED
Not getting “invitations”.
  1. Ensure their profile has a first and last name - incomplete profiles are not sent broadcasts.
  2. Ensure their SMS/EMAIL notification settings are enabled.
  3. Ensure their SMS is not STOPPED
  4. Are some other patrons affected?  If so, it may be a telecom carrier blocking perceived spam: Contact MobilBid support with the cell numbers of patrons affected.
  5. Are all other patrons affected? If no one got invitations, was the option for preview and/or running notifications enabled in the Auction Settings?
Can’t register - says my phone and/or email are already being used.
  1. Text to the number on the auction dashboard and use the link provided to bypass the registration process.  Don’t use the URL method.
  2. If that does not work, ask an admin to edit the profile(s) and combine the phone and email into one profile, and delete the duplicate.  Then trigger the system to send an invitation to that patron.
No reply when texting to the phone number.
  1. Verify they are using the correct phone number as displayed on the auction dashboard:
  2. Is there a complete or incomplete patron profile listed for them:
    1. If YES, check if STOPPED is listed next to their SMS status:
      1. If STOPPED: Have them text START to the number on the dashboard.
      2. If not stopped, then there is an unknown cause - is anyone else affected?  Contact MobilBid support and provide the patron’s cell phone number.
    2. If NO: There is an unknown cause - is anyone else affected?  Contact MobilBid support and provide the patron’s cell phone number.
  3. If not resolved, have the patron pair up with a friend to bid on their behalf and settle up afterwards.
Patrons on iPhones are not getting a link in their reply.  All they get is a MobilBid icon after the message text. The Message Template is misconfigured.  Ensure any SMS message that ends with the URL tag has a trailing space and period after the tag.
A patron is getting the message “Invalid or Expired Link” when trying to login. The links provided in email and/or SMS are one-time use only.  Have the patron text to the registration number again to get a new link, or have an administrator send them a new link from their patron profile.

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