❓ Frequently Asked Questions (FAQ) & Support

Got a question? You’re in the right place! Here’s a collection of the most commonly asked questions to help you navigate Atobi with ease. Before reaching out to support, check these helpful resources—you might find your answer right away!

In This Article:

🔑 Password & Login Issues

Oh no! You are experiencing problem when trying to login?!

No problem, we got you covered!

Login Issues

Case 1 - "Invalid email"

The cause of this issue is that you are trying to access without having been added to the system! No panic: just confirm with your manager that you have been added correctly to the system. If not, they can read all about "How to add members" 👉 here. Share this link with them!

Case 2 - “Expired code”

The invitation to join your coworkers only lasts for 72 hours (yeah, we know - but is for your own security!). After this time is passed, the code will no longer be valid.

No drama, just ask your manager to send you the invite again! But remember, 72 hours! ⏰


Password

Yes, passwords... You forgot about yours, right? No worries, it happens!

Just follow these simple 4 steps to reset it:

  1. On the login page, input your registered email address.
  2. Click "Need a new password?" to request a reset.
  3. Check your registered email for a 6-digit code sent by Atobi.
  4. Use the code to reset your password.

Note: The code is valid for 15 minutes. If it expires, simply click "Need a new password?" again to receive a new code.

If you are Manager and need to handle passwords for your staff? We have dedicated article for you 👉 here

🔔 Notification Issues

Not everything in Atobi triggers a notification, so don’t worry if you don’t get one for every action. Here’s a quick rundown of what will send you an alert:

📢 You’ll Receive Notifications For:

👍 Social Feed Reactions – When someone reacts to your post.

💬 Social Feed Comments – When someone comments on your post.

❤️ Social Feed Comment Reactions – When someone reacts to a comment you made.

📩 Chat Messages – When you receive a direct message or a group chat update.

📰 Published Articles – If a channel has notifications enabled, you’ll get an alert when a new article is posted. This is based on your organization settings!

🖼️ Images & Videos Not Loading?

Images Not Loading? Try This!

Sometimes, images might take a while to load—this is usually due to old cache and cookies being stuck. A quick fix? Clear your cache!

💻 On Mac: Press [CMD] + [ALT] + [E]

🖥 On PC: Press [Ctrl] + [F5]

Need help clearing your cookies too? Check out this article 👉 here 👈

Having Trouble with Videos?

Atobi only supports videos in .mp4 format. If your video isn’t playing:

✅ Check the file format—make sure it’s .mp4

🔄 Need to convert it? Use a reliable video converter to get it in the right format

🍪 Cookies & Browser Issues

If you're running into session timeouts or other issues with Atobi, clearing your browser’s cookies can often do the trick! Follow the steps below based on the browser you’re using.

🔎 Before You Begin:

✅ Make sure you’re using a supported browser - find the list here!

✅ Try opening Atobi in Incognito/Private mode first. If it works fine there, clearing your cookies will likely solve the problem.

How to Clear Cookies by Browser

Google Chrome 🏆

1️⃣ Open Chrome and click the three vertical dots (top-right corner).

2️⃣ Go to Settings > Privacy and Security.

3️⃣ Click Clear browsing data.

4️⃣ Select Delete browsing data (⚠️ This will log you out of most sites).

5️⃣ Set Time range to All time.

6️⃣ Click Delete Data.

Safari (Mac) 🍏

1️⃣ Open Safari and click Safari > Preferences in the top menu.

2️⃣ Go to the Privacy tab.

3️⃣ Click Manage Website Data.

4️⃣ Search for "Atobi", select the data, and click Remove All.

5️⃣ Confirm by clicking Remove Now.

Microsoft Edge 🌐

1️⃣ Open Edge and click the three horizontal dots (top-right corner).

2️⃣ Select Settings > Privacy, search, and services.

3️⃣ Under Clear browsing data, click Choose what to clear.

4️⃣ Select Cookies and other site data.

5️⃣ Set Time range to All time.

6️⃣ Click Clear now.

Mozilla Firefox (Unsupported Browser) 🔥

Atobi doesn’t officially support Firefox. For the best experience, please use a supported browser.

⚠️ Heads Up!

Clearing your cookies will log you out of most websites, so make sure you’ve saved any important data or login credentials before proceeding.

🖥️ Supported Platforms

Atobi best performs on specific platforms. Here is a list for you to make sure you are using the right ones.


Desktop Browsers

Windows:

  • Google Chrome
  • Microsoft Edge

Mac:

  • Google Chrome
  • Safari

Mobile Operating Systems

Android:

  • Version 5.0 and above

iOS:

  • Version 13.0 and above

💡We recommend keeping your operating system, browser, and the Atobi app updated to the latest version. Issues not reproducible on the latest versions of these platforms may not be resolvable by Atobi.

❓ Still Need Help?

Still need a hand? No worries, we’ve got you! Just drop us an email at 👉 help@atobi.io 👈 and include the details below to help us assist you as quickly as possible:

📝 Subject Line: A short, clear title for your issue (e.g., "Can't Load an Article")

💬 What's Happening? Tell us what’s going on—more details mean a faster fix! 😊

🌍 Where Are You Using Atobi?

  • Web Browser: Let us know which one (Chrome, Safari, etc.).
    • First please check our list of supported devices & browsers 👉 here 👈
  • Mobile Phone: Mention your device (Android or iPhone).

🔄 Steps to Recreate the Issue: Walk us through what happened before the issue popped up. If you can, attach screenshots or a screen recording. 📸

✨ Any Extra Info? Anything else that might help? The more clues, the better! 💡




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