# Store App issues

Here, we'll look at some initial troubleshooting steps you can follow to resolve common problems with the Store App to quickly get your experts back online and connecting with online shoppers.

<figure><img src="https://lh6.googleusercontent.com/Cnr4-Pd5NrC7mTIEM90yvOgfPuP5yCAG050zZIP29QhrQMr4b_2KbfcRBFEW6gkbQnmah6kz7qHxEQl5Dl-sWhIv0iywufdVDQVGBr3RScEwuIBeS_ARdQGQpTD8SHEKfr55ptixy6oyhNmkn155k43w1w=s2048" alt="" width="188"><figcaption></figcaption></figure>

### Wifi/Data Connection Bandwidth and Stability

<figure><img src="https://514875016-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4mx0iEnCyOiyrdeK1gvq%2Fuploads%2FgJ8eZX7RpcMAIPuryirP%2FScreenshot%202023-05-11%20at%2012.04.18.png?alt=media&#x26;token=f3dfcd7c-ef29-40e3-8acb-cf298100a886" alt="" width="375"><figcaption></figcaption></figure>

If you are using a wifi or data connection on your device, it's important to know that the performance of the Virtual Shopping Store App will be degraded and you may experience issues if the connection being used is not at full strength and does not have the recommended bandwidth.



### Bandwidth recommendations for the Store App

<figure><img src="https://514875016-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4mx0iEnCyOiyrdeK1gvq%2Fuploads%2FVFpjwhf7fB4Jwdtd2Mdo%2FScreenshot%202023-05-11%20at%2012.04.31.png?alt=media&#x26;token=906ace01-25a1-4332-a525-388b4aca7644" alt="" width="375"><figcaption></figcaption></figure>

In order to test if your wifi or data connection meets the bandwidth recommendations for the Store App, please use the following link [HERE](https://fast.com/) for Fast.com, which will provide your connection details.

<figure><img src="https://514875016-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4mx0iEnCyOiyrdeK1gvq%2Fuploads%2FoQ3dmx8rocndulliNoK5%2FScreenshot%202023-05-11%20at%2012.04.46.png?alt=media&#x26;token=11527bb4-2a58-45ed-8af8-e5b22241bd49" alt="" width="188"><figcaption></figcaption></figure>

Where your team experience issues on the store app and the connection is not stable or sufficient, the key to minimizing any issues going forward will be to ensure you have a strong connection with the recommended bandwidth.

### &#x20;Troubleshooting Store App login issues

* Please check you are logging with the exact (username/email address) that was used to register the store app account. If the username you signed up with is incorrect, please contact the support team, so the username can be amended accordingly.
* Check the connection is strong, and ensure it fits the recommended bandwidth.
* Start and follow the password reset instructions as your password may be incorrect. Please select 'reset password' from the login page. You will be required to enter the email address used to register the account. You will subsequently receive a link to reset your password sent to the inbox for the registered account. If you do not receive a password reset hour within 1 hour of requesting it, please check your spam and junk folders.
* Ensure that you are using the latest version of the app. Details on the latest version of the Store App for iOS can be found [HERE](https://apps.apple.com/us/app/klarna-store-app/id1178589357?platform=iphone) and for Android [HERE](https://play.google.com/store/apps/details?id=com.usehero.hero).

**Note: All accounts registered on the Store App should use an email address which is easy to access where such email notifications can be received.**

<figure><img src="https://514875016-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4mx0iEnCyOiyrdeK1gvq%2Fuploads%2FyOXG2qNvXQTSbSls4ZlE%2FScreenshot%202023-05-11%20at%2012.05.06.png?alt=media&#x26;token=ba7e7622-f265-4783-babb-86bbf7cbec5c" alt="" width="152"><figcaption></figcaption></figure>



### Removing general Store App issues

If you encounter technical issues such as the app freezing, login issues or issues with any Store App features, as well as making sure you have no connection issues on your device, try uninstalling and reinstalling the app. This can help fix any technical issues and also ensure you are using the latest version of the Store App.

Details on the latest version of the Store App for iOS can be found [HERE](https://apps.apple.com/us/app/klarna-store-app/id1178589357?platform=iphone) and for Android [HERE](https://play.google.com/store/apps/details?id=com.usehero.hero).

**Earlier versions of the Store App may contain bugs that have been fixed in the most current versions of the app.**



### Key information to note for the Virtual Shopping Store App

<figure><img src="https://514875016-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4mx0iEnCyOiyrdeK1gvq%2Fuploads%2FSOIPuAEWAEYZVxTVOWk6%2FScreenshot%202023-05-11%20at%2012.05.24.png?alt=media&#x26;token=ea9ef70b-e4c5-47e5-9d33-ccdbdc81fa9d" alt="" width="151"><figcaption></figcaption></figure>

* **Devices** - Different devices can behave differently with the Store App, so it is important for us to know which specific device is being used, as well as the device’s software version.
* **Store App version** - Updates and releases to the Store App are frequent. We always need to know which version of the Store App any issue you encounter has occurred on, in order to understand or replicate the issue. Where you have an older version of the app, the first step will be to ensure you are on the latest version of the application, iOS [HERE](https://apps.apple.com/us/app/klarna-store-app/id1178589357?platform=iphone) and Android [HERE](https://play.google.com/store/apps/details?id=com.usehero.hero).
* **Store App features** - It’s important to pinpoint exactly which part of the Store App reported issues are occurring on, as well as details for any steps leading to the issue happening. This will aid any replication and understanding of the issue for our technical teams.

### Still need help?

Whenever you are experiencing an issue and the troubleshooting steps are not successful in resolving it, reach out to the support team and where possible, please capture the issue in the form of supporting images or videos along with confirming any troubleshooting steps taken to help the team understand the issue and triage your query more quickly.

If you are still experiencing issues with the Store App, please contact us at [help.virtualshopping@klarna.com](mailto:help.virtualshopping@klarna.com). Take a look at what information we'll need from you in addition to other guidance here:

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[how-to-submit-a-ticket-for-virtual-shopping-technical-support](../how-to-submit-a-ticket-for-virtual-shopping-technical-support)
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