❓Login Help, Notifications, and Common Issues

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 this article - you might find your answer right away! 💡

🍪 Clear Your Cache

If something in Atobi isn’t working the way it should, clearing your cache often solves it! This fix works for all kinds of issues that are hard to explain - but easy to fix. 🙌

🧹 This can help with:

Session timeout errors
“Your session has expired” messages
Stuck login screens
App keeps logging you out
Missing articles, tasks, or posts
Pages not updating
Buttons or features not working
Images or videos not displaying
New permissions aren't being reflected correctly

✅ If you're experiencing any of these, clearing your cache should be your first step.

📱 How to Clear Cache in the App

Go to Settings
Open Security
Under Storage & Cache, click Clear

This will refresh the app and reload the latest version of your data.

📌 Quick Tip: How to Reload or Hard Refresh Your Page

Before clearing cookies or doing any other troubleshooting, try a hard refresh to force your browser to fetch the latest version of the page. This simple step can fix many common loading or display issues.

Mac (Safari, Chrome):

Press Command (⌘) + Shift (⇧) + R or Command (⌘) + Option (⌥) + R
Windows (Chrome, Edge, Firefox):

Press Ctrl + F5 or Ctrl + Shift (⇧) + R

Doing this forces the browser to fetch the latest version of the page and can fix many common loading or display issues.

📄 Can’t See an Article?

If you’re missing an article in Atobi - even though it’s been published - it usually means you are not included in the audience the article was published to.

👉 What to do:

Ask your platform manager to check if you are included in the audience for the article.

If not, they’ll need to update the audience and make sure it includes your:

🏪 Location
👤 Profession

📌 Only platform managers or admins can update audience settings.

🛠️ For platform managers:

If a member says they can’t see an article:

Go to the article in Article Studio
Check which audience(s) the article is published to
Open the Audience page and find the relevant audience
Click Edit
Cross-check whether the member’s location and/or profession is included in the audience
If it's missing, add it and click Save
Ask the member to log out and back in to refresh their permissions

🕐 Permissions may take a few hours to sync - but logging out and back in will update them right away.

🗣️ Can’t See a Feed Post?

If you’re missing a post in the Feed, this usually means the post was either published to the wrong group, or you’re not included in the audiences attached to the group it was published to.

👉 What to do:

Ask your platform manager to check:

Which group the post was published to. If the post was published to the wrong group, the person who created it can edit the post and update the group
Whether your assigned location and/or profession is included in one of the audiences inside that group

If not, they’ll need to update the audience and make sure it includes your:

🏪 Location
👤 Profession

📌 Only platform managers or admins can update audience or group settings.

🛠️ For platform managers:

If a member can’t see a post:

Ask the person who posted it to check which group the post was shared with
In Channel Studio, open the Feed
Check which audiences are added to the group
Go to the Audience page and find the relevant audience(s)
Click Edit
Cross-check whether the member’s location and/or profession is included
If needed, update the audience and click Save
Ask the member to log out and back in to apply the changes instantly

🕐 Permissions may take a few hours to sync - but logging out and back in will update them right away.

👀 Post Visible to Too Many Members?

If a post is showing up for people who shouldn’t see it (like HQ or HR users seeing store-level content), it’s usually because of how audiences and location hierarchy work in Atobi.

📌 Why it happens:

If a user has global admin access and is assigned to a higher-level location (like a region or HQ), they will automatically be included in any audience created for locations under that hierarchy - even if they’re not directly assigned to the lower-level location.

For example:

A region manager with global access will also be included in audiences created for stores within that region
An HQ user assigned to a top-level location can end up included in all audiences created beneath it

✅ How to control it:

To make sure posts are only visible to the right people:

✅ Use profession filters in your audience setup

(e.g. exclude HQ roles if the content is for store employees only)
✅ Double-check the audience settings inside the Feed group before publishing

🔔 Notification Issues & Settings

Not receiving notifications from Atobi - or want to change what you get notified about? Here’s what to check ✅

📱 First, make sure notifications are allowed for the Atobi app

If you're not receiving any notifications, it may be because your device settings have notifications turned off.

On mobile, make sure notifications are enabled for Atobi - just like any other app
On desktop, you may need to allow notifications when prompted by your browser

📌 You can follow this guide for steps on enabling notifications 👉 How to install Atobi (and enable notifications)

📢 Notifications you may receive:

📰 New articles (If notifications are enabled in that channel)

🗣️ New feed posts (Also depends on the channel’s notification settings)

📩 Direct messages or group chats

👍 Reactions to your posts

💬 Comments on your posts

🔁 Replies to your comments

🏆 Achievements (If your organization uses them)

⚙️ Customize Your Notifications

Want to choose which notifications you get? You can adjust your own preferences at any time:

Go to your profile → Settings → Notifications.
There, you’ll see toggles for things like new articles, feed posts, comments, reactions, chat messages, achievements, and more - all matching the platform’s available settings.
Turn them on or off based on what’s most important to you!
You can also adjust your quiet hours, which set the time window when you do (or don’t) want to receive notifications.

🖼️ Images or Videos Not Loading?

If images or videos in Atobi aren’t showing up - or are stuck loading - here’s what to check:

🌐 Check your internet connection

A slow or unstable connection can prevent media files from loading.

Try refreshing the page or switching to a stronger Wi-Fi network.

⏳ Just uploaded something?

If you just uploaded an image or video, give it a moment.

Atobi may still be converting it into a web-optimized format.

📸 For images:

🔄 Refresh the page
✅ Use supported formats: .jpg, .png, .gif
📦 File size limit: 500MB
💻 If the image still doesn’t load, try another browser or device

🎥 For videos:

✅ Use .mp4 format - this is the officially supported video type
⚠️ .mov files may show an error during upload, but will often work once the article is saved
🔁 If needed, convert your video to .mp4 before uploading
📦 File size limit: 500MB
- The closer the file is to the limit, the longer it may take to process and load
- Try compressing the video to a smaller size if it seems stuck or is loading slowly

💡 If the video works for others but not for you, try refreshing or switching browsers

📊 Dashboard Data & Sync Timing

Seeing numbers that don’t look updated? Here’s how data syncing works in Atobi 👇

Atobi updates different types of data at different intervals.

⏱️ Article & Activity Data — Updated Every Hour

This includes:

Article completion rates
Task progress
Survey response

This data is refreshed every hour.

If something was completed recently, it may take up to 1 hour to appear in the dashboard.

👤 Member Data — Updated Once Per Day

Member-related changes are synced once per day.

This includes:

New members added to the platform
Changes to a member’s profession
Changes to a member’s location
Permission updates affecting dashboards

This means that if:

A new member was added today
A member’s location or profession was changed
A users permissions were changed

👉 The updated data will appear in dashboards the next day.

📝 Article Studio Answers Tab — Updated Immediately

Inside Article Studio → Answers tab, responses are updated in real time.

This means that when a member completes an action the response will appear immediately in the Answers tab.

So if you need to verify whether someone completed something right away, check the Answers tab first.

⚠️ Before Contacting Support

If dashboard data looks incomplete:

Check when the member was added or updated
Remember article data updates hourly
Remember member data updates daily
Use the Answers tab for real-time action verification

🐢 App Feels Slow?

If Atobi feels slow or takes longer than usual to load, you're not alone - it can happen now and then, depending on your device, connection, or browser setup.

Here are a few things you can try:

📶 Check your internet connection

A weak or unstable connection is the most common reason the app may feel slow. Try switching to a stronger Wi-Fi network.
📱 Close unused apps (on mobile)

Running many apps in the background can use up memory and slow things down.
🧩 Reduce browser load (on desktop)

If you have lots of browser tabs open or are using many extensions, it can slow the app.

👉 Try using Atobi in a private/incognito window or temporarily disable extensions.

📌 If everything looks fine but the app is still slow, it may be a temporary platform-wide issue. Try again later, or reach out to support if it continues.

🔍 Can’t Find the App in the App Store or Google Play?

If you’re searching for Atobi in the App Store or Google Play and can’t find it, this is expected.

Atobi is moving away from the old app and switching all customers to the new web version (PWA).

This version runs in your browser and is customized for your company.

You might notice:

A custom app icon on your phone
A new app name
A personalized link

It’s still the same Atobi app - just customized for your team.

✅ What to do:

👉 Use the custom link provided by your company and follow the steps in the Web App installation guide to add it to your home screen.

📲 Seeing a message to switch apps? (App Store users only)

If you’re using the Atobi app downloaded from the App Store or Google Play, and you see a message saying that the app is no longer supported - don’t worry! 👇

Your company is now using the new browser-based version of Atobi.

🔄 Why you're being asked to switch:

Atobi is moving away from the old App Store app and switching all customers to the new web version (PWA).

This version runs in your browser and is customized for your company.

You might notice:

A custom app icon on your phone
A new app name
A personalized link

It’s still the same Atobi app - just customized for your team.

✅ What to do:

Click the link shown in the message to open the new app in your browser
You can add it to your home screen just like a regular app

👉 Need help? Check our Web App installation guide

🖥️ Supported Platforms

For the best experience, use Atobi on the latest supported browsers and operating systems.

💻 Desktop Browsers:

Google Chrome - Version 121 or above
Safari - Version 17 or above
Microsoft Edge - Version 79 or above

🚫 Firefox is not officially supported

📱 Mobile Operating Systems:

Android - Version 5.0 or above
iOS - Version 16.4 or above

⚠️ Make sure you're using the latest version of your browser and device operating system. Issues that occur on outdated versions may not be resolvable.

📩 Still Need Help?

No worries - we’re here for you! If you didn’t find the answer you were looking for, just reach out to us via email at 👉 help@atobi.io 👈

To help us assist you faster, please include the following details in your message:

📝 Subject line: A short, clear title for your issue (e.g. “Can’t log in”)
🏢 Company & location: Let us know which company and store location you work at
💬 What’s happening: Describe the issue in as much detail as you can
🌍 Where it’s happening:
- Web browser (e.g. Chrome, Safari)
- Mobile device (e.g. iPhone 13, Samsung Galaxy)
🔄 Steps to reproduce: Try to explain step-by-step what you clicked or did before the problem appeared.
📸 Screenshots or screen recording (if possible)
✨ Any extra info that might help us understand the situation

❓Login Help, Notifications, and Common Issues

In This Article:

🔑 Can't Log In?

❌ Invalid Email

🔄 Trouble Logging In After Entering Email

🔐 Too Many Password Attempts

🚫 Too Many Reset Code Attempts

📭 Not Receiving the Password Reset Code

👨‍💼 Manager Reset Access

🍪 Clear Your Cache

🧹 This can help with:

📱 How to Clear Cache in the App

📌 Quick Tip: How to Reload or Hard Refresh Your Page

📄 Can’t See an Article?

👉 What to do:

🛠️ For platform managers:

🗣️ Can’t See a Feed Post?

👉 What to do:

🛠️ For platform managers:

👀 Post Visible to Too Many Members?

📌 Why it happens:

✅ How to control it:

🔔 Notification Issues & Settings

📱 First, make sure notifications are allowed for the Atobi app

📢 Notifications you may receive:

⚙️ Customize Your Notifications

🖼️ Images or Videos Not Loading?

🌐 Check your internet connection

⏳ Just uploaded something?

📸 For images:

🎥 For videos:

📊 Dashboard Data & Sync Timing

⏱️ Article & Activity Data — Updated Every Hour

👤 Member Data — Updated Once Per Day

📝 Article Studio Answers Tab — Updated Immediately

⚠️ Before Contacting Support

🐢 App Feels Slow?

🔍 Can’t Find the App in the App Store or Google Play?

✅ What to do:

📲 Seeing a message to switch apps? (App Store users only)

🔄 Why you're being asked to switch:

✅ What to do:

🖥️ Supported Platforms

💻 Desktop Browsers:

📱 Mobile Operating Systems:

📩 Still Need Help?