If you are encountering any issues on Penny, refer to the following frequently asked questions for troubleshooting tips to resolve common problems.
I am seeing something on Penny that I'm not supposed to see
Solution: Tap "More," sign out, and log back in. This usually resolves the issue, as it may be due to a cache that needs to be cleared.
I cannot merge contacts on Penny
Solution: If you are an integrated user, meaning your organization sends data to Penny, merge the contacts in your back office, or reach out to your organization's support team for assistance. These contacts can't be merged on Penny's end.
I am seeing duplicate contacts on Penny
Solution: If you are an integrated user, meaning your organization sends data to Penny, reach out directly to your organization to merge the contacts. Penny only receives the data and does not manage it on our end.
I am missing a contact
Solution: If your contact is from your back office and should appear in Penny, ensure that the contact has at least a first name, last name, and complete address with a postcode in your back office. Missing information will prevent the contact from syncing to Penny.
I am seeing an Error 01-020 when I log in to Penny
Solution: This error appears when clicking an external link to access Penny on a mobile device, opening a web browser. Simply close the page, then log in directly to the Penny app to proceed.
I am experiencing app issues on iPhone
From your Home screen, go to Settings > General > iPhone Storage.
Scroll down and locate the Penny app.
Tap on the Penny app.
Select "Offload App."
Tap "Delete App."
Restart your iPhone (Power OFF/ON).
Reinstall the Penny app.
I am experiencing app issues on Android
Open Settings on your phone.
Find and select Apps.
Locate the Penny app and tap "Force Stop." Next, perform the following steps:
Go back to Settings.
Select Storage or Storage & Memory (depending on your device).
Find and select the Apps menu.
Choose the Penny app.
On the app's info page, tap "Clear Cache" or "Clear Data" (or both). Next, delete the app:
Open the Google Play Store app.
Tap your Profile icon at the top right.
Choose "Manage Apps & Devices."
Locate the Penny app and tap "Uninstall." Restart your device, power it off and on, and reinstall the Penny app.
By following these steps, you can troubleshoot common issues on Penny efficiently. If you encounter any further problems, feel free to reach out to Penny's support team for assistance.