Troubleshooting the Everlab App

If something in your Everlab app doesn't look right — a task is missing, showing the wrong status, or not behaving as expected — this guide covers the most common issues and how to resolve them.

The app won't open or keeps crashing

1. Check your app version and update. Your app may be running an older version that's missing recent fixes.
   1. Open the Everlab app → go to your Profile → scroll to the Your app version card
   2. If an Update app button is available, tap it to pull the latest version
   3. If the issue persists after tapping Update app, check the App Store (iPhone) or Google Play Store (Android) for a newer version, as some updates require a full app store download
2. Force close the app and reopen it
   • iPhone: Swipe up from the bottom of the screen (or double-tap the Home button), find the Everlab app, and swipe it up to close
   • Android: Open your recent apps, find Everlab, and swipe it away
3. Restart your phone. A simple restart can fix many app issues.

I can't log in

1. Check your email address. Make sure you're using the same email you registered with.
2. Check your spam folder. Password reset emails sometimes end up there.
3. Clear your browser cookies if you're logging in via the web portal.
4. Try incognito/private browsing to rule out browser extension conflicts.

A report or page won't load

1. Check your internet connection. Try switching between Wi-Fi and mobile data.
2. Force close and reopen the app.
3. Check for an app update. Go to Profile → Your app version → tap Update app if available. If the issue persists, check the App Store (iPhone) or Google Play Store (Android) for a newer version.
4. Try accessing the report via the web portal in a browser instead.
5. Clear the app cache (Android only): Settings → Apps → Everlab → Storage → Clear Cache

I changed phones - how do I set up the app on my new device?

1. Download the Everlab app from the App Store (iPhone) or Google Play Store (Android)
2. Open the app and tap "Log In"

All your health data, reports, and referrals are stored securely online, so everything will be available on your new device once you log in.

I can't upload a document or photo

1. Check that the app has permission to access your camera and photo library:
   • iPhone: Settings → Everlab → toggle on Photos and Camera
   • Android: Settings → Apps → Everlab → Permissions → enable Camera and Storage
2. Check the file size. Very large files (over 25 MB) may fail to upload. Try compressing the file or taking a clearer, smaller photo.
3. Check your internet connection. Uploads need a stable connection.

My completed appointment is still showing as "Open" or "Pending"

If you've already attended an appointment (e.g., Pathology, DEXA, Physical Assessment) but it still appears in the app as "Pending" or "Needs to be Scheduled", this is usually a simple status error.

Why it matters:

• It may block your next program steps from unlocking
• It can delay our team from tracking down your results

How to fix it: Contact us with:

• Which appointment you completed (e.g., Pathology, DEXA, Physical Assessment)
• The date the appointment took place

We'll update your account status straight away.

My pathology appointment disappeared from the app

When you schedule a pathology test for a specific date in the app, the system assumes you attended. Approximately 7 days after your scheduled date, the pathology task is automatically removed — even if you didn't go.

If you still need to attend:

• Let us know you need the pathology appointment reopened
• We'll restore the task so you can access your referral form and select a new date

I can't find my consent form or questionnaire

If a consent form (e.g., VO2 Max, CTCA, WBMRI) or questionnaire isn't showing in your app:

• You may have already completed it — if there's nothing in your "Tasks to Complete" section, it's likely already done
• It may not have been assigned yet — some tasks only appear after a specific step is completed (e.g., after purchasing an add-on, or after your Onboarding Consult)

If you're expecting a form and it's still not there, contact us and we'll check your task queue.

My food tracking tasks aren't showing or have disappeared

Your 7-day food tracking tasks appear in the app after your prerequisites are met (e.g., after your Onboarding Consult, or after your CGM is marked as received).

If the tasks have disappeared:

• They may have expired if not completed within the required window
• Contact us and we can reopen them

If you're having trouble uploading meal photos:

• Make sure you're opening the correct day's food tracking step in the app
• Check that you've granted the app permission to access your camera and photo library
• If uploads are failing, try connecting to Wi-Fi and attempting again
• If the problem persists, describe your meals in a text message instead — your nutritionist can still work with written descriptions

A task I completed is showing as incomplete

Occasionally the app doesn't register that you've finished a task (e.g., a questionnaire, consent form, or food tracking day). If this happens:

1. Close and reopen the app to refresh
2. Check whether the task actually saved — tap into it to see if your responses are still there
3. If it's still showing as incomplete, contact us with the task name and we'll update it manually

General troubleshooting tips

• Refresh the app — close it fully and reopen it. Many display issues resolve with a refresh.
• Check your internet connection — task updates require a stable connection to sync.
• Update the app — make sure you're running the latest version of the Everlab app.
• Clear cache — on some devices, clearing the app cache can resolve persistent display issues.

Still having trouble?

If none of the above resolves your issue, email us with:

• A description of the problem
• Your device type and model (e.g., iPhone 14, Samsung Galaxy S23)
• Your operating system version (e.g., iOS 17, Android 14)
• A screenshot of any error message (if applicable)

Our team will investigate and get back to you.