"Something Went Wrong" error message

Issue Symptom

Receiving the following error message when attempting to log into Sideline mobile:

"Something Went Wrong - There may be an issue with your connection. Please try again or visit our help center if you need a hand."

Condition

• Using Sideline mobile to log in

Cause & Resolution 

Before you begin troubleshooting - Are you trying to use Sideline while traveling outside the US? If so, this may be the reason you are experiencing issues with the app.

If you are currently within the US, please follow the troubleshooting steps below in an attempt to resolve your login issue.

Top two causes of the error message: Weak internet connection and/or using a VPN with Sideline.

1. Check your WiFi connection - Sideline uses your carrier data and connection to function properly, so without a stable connection, you may have trouble logging into Sideline.

2. Disconnect VPN and reconnect to WiFi (if applicable) - some common IP addresses associated with a VPN may be blocked which could be causing your login issue & reason for receiving the error. (more info)

   Tip: Disconnect your mobile VPN or change its location to see if it’s causing the login issue.

If you are still unable to log in after following the steps above, we recommend disabling WiFi altogether and using your cell data to log in (to determine if the WiFi connection is the issue).

Additional troubleshooting to try:

• Turn on Airplane Mode for 2 minutes > Restart Device > Attempt to log in
• Reset Network Settings
• Uninstall & Reinstall Sideline (ensure you download the app from the official Google Play or Apple Store.
• Registered phone number updates: If you need to change the phone number registered to your account, contact support.

Important regarding reinstalling the app:

Reinstalling the app will not cause you to lose your number or any messages. You will simply need to log back in to your account after reinstalling, to get your number back.

BEFORE you delete the app and reinstall, make sure you have your login information saved to prevent login issues. 

Check your device's current OS version before uninstalling as our app cannot support older OS versions. See below for details. 

• Android users: The app does not support OS versions below 8.0. Devices below 8.0 will no longer be able to install any new versions of the app from the Google Play Store.
  • Recommended: Upgrade your device's OS to 8.0 and above.
  • For any app version above 8.42 on Android, you will NOT lose your messaging and calling data.
• iOS users: The app does not support OS versions below 15.0. Devices below iOS 15 will no longer be able to install any new versions of the app from the app store.
  • Recommended: Upgrade your device's OS to 15.0 or above to be able to reinstall the app. 
  • For any app version above 11.38 on iOS, you will NOT lose your messaging and calling data.

If you're still experiencing issues with logging into Sideline after working through the steps above, please submit a request and we will assist you.