Frequently Asked Questions (FAQ)

Here is a list of the most Frequently Asked Questions that can be useful while using Atobi.

Before reporting to Atobi, please take a quick look at these resources:

How to Contact Support: Click here
Supported Devices and Platforms: Click here

🔔 Notifications Not Working

Not everything in Atobi generates a notification. Here is a list of actions generating notifications:

Social Feed Reactions
Social Feed Comment
Social Feed Comment Reactions
Chat Message
Articles published in channels with notification enabled (click here to know more)

If members experience issues with notifications, please share 📑 this form with them.

🖼️ Images Are Not Loading

When using Atobi from a web browser, it can happen that not all the images load. Try clearing your cache to fix this:

On Mac: Press [CMD] + [ALT] + [E]
On PC: Press [Ctrl] + [F5]

🔑 Password Reset and Login Issues

There are two ways to reset passwords in Atobi. Find more details here.

Case 1 - "Invalid email"

The cause of this issue is that users are trying to access the app without having received the invitation. Remember that the app is available for download, but when accessing the system it will request to enter the email to which the invitation was sent and it will also request the security code that comes in the invitation. If a person is trying to access the app without being invited, the system will tell them that their email is invalid.

The first thing to do when faced with this issue is to confirm that the user is not registered in the system, and then proceed to register them and send them the invitation.

Case 2 - “Expired code” issue

Remember that the invitation to join the app includes a security code that the user must enter to access the app for the first time. This code only lasts for 72 hours. After this time is passed, the code will no longer be valid.

When receiving an incident indicating that the code is no longer valid, what you must do is send the invitation to the member again.

📹 Video Not Working

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

Double-check that it’s in .mp4 format.
If not, use a reliable tool to convert it.