SavvyConnect Troubleshooting

Chrome

1. Open Chrome
2. If the SavvyConnect icon is listed at the top right corner:
   • Click on the icon and see if the extension is prompting you to login to your SurveySavvy account.
   • If so, please login and it should resolve your inactivity.
3. If the SavvyConnect icon is not listed at the top of the menu:
   • Check to see if it is disabled by selecting “Extensions” from the menu.
   • If it is listed under extensions, enabling it (directions in #4) should resolve your inactivity.
4. Click on the SavvyConnect by SavvyShares extension icon. Locate the “Enable Web Tracking and Opt-In to SavvyConnect VIP” switch and toggle the switch to green to enable web tracking. Note: Web tracking can be toggled on/off from any of the SavvyConnect by SavvyShares extension pages (Help, My Opportunities, and Status)

If you do not see the SavvyConnect Extension, visit the SavvyConnect page and click on the Install button.

Microsoft Edge

1. Open Microsoft Edge
2. Open the menu by clicking the button with three dots located in the top right section of the browser window
3. If the SavvyConnect icon is listed at the top of the menu:
   • Click on the icon and see if the extension is prompting you to login to your SurveySavvy account.
   • If so, please login and it should resolve your inactivity.
4. If the SavvyConnect icon is not listed at the top of the menu:
   • Check to see if it is disabled by selecting “Extensions” from the menu.
   • If it is listed under extensions, enabling it should resolve your inactivity.

If you do not see the SavvyConnect Extension, visit the SavvyConnect page and click on the Install button.

Firefox

1. Open Firefox
2. If the SavvyConnect icon is listed at the top right corner of the page:
   • Click on the icon and see if the extension is prompting you to login to your SurveySavvy account.
   • If so, please login and it should resolve your inactivity.
3. If the SavvyConnect icon is not listed at the top right corner of the page:
   • Click on three horizontal lines.
   • Then select Add-ons.
   • Then Select Extensions.
   • If you do not see SavvyConnect Express as one of your extensions, search for it and add it.
   • If SavvyConnect Express is listed, take the outlined steps to enable it.

If you do not see the SavvyConnect Extension, visit the SavvyConnect page and click on the Install button.

Safari

The Safari browser is not currently compatible with SavvyConnect. You can use Google, Chrome or Firefox to remain active with SavvyConnect on your Mac.

Android

Check SavvyConnect’s Connection Status

• Open SavvyConnect.
• Wait for the connection status to display a status of “Connected”, including a green check mark.
• If green check mark does not appear, tap menu (three horizontal lines) in the upper left corner. Then tap on Connection Status.

The SavvyConnect VPN should reconnect during the transition between WiFi or mobile connections. If not, check the SavvyConnect app’s Connection Status.

If the status connection is anything other than connected, please contact technical support at support@savvyshares.com.

To get SavvyConnect, visit the SavvyConnect page and click on the Install button.

Android OS 5.0 and below – Restart required

• Android OS 5.0 and below users, a prompt will appear asking if you ‘trust’ the application each time the device is restarted. This prompt must be confirmed for SavvyConnect to function.

iOS (iPhone or iPad)

If your iOS device is inactive, please open your App by clicking on the SavvyConnect icon, and observing which of the three statuses (VPN, Location, Notifications) have a red ‘X’ next to them. Here are steps to address each of these:

Check VPN Status Issues

VPN on Demand allows the SavvyConnect VPN to connect when traveling between cellular towers or Wi-Fi signals. The directions below will allow you to 1) confirm the SavvyConnect profile for iOS 8.0 or iOS 9.0 and above, and 2) determine if Connect on Demand is enabled.

Check SavvyConnect in your Profile

iOS 9.0 & above
From your iOS device, select Settings > General > Profiles & Device Management> tap the right arrow next to the “SavvyConnect” profile.

Connect on Demand
From your iOS device, select Settings > General > VPN > tap the (i) icon shown on the SavvyConnect Mobile VPN profile. Confirm whether Connect on Demand is enabled and if not, please enable.

Allow Background Refresh

Allowing background refresh can help resolve some issues. From your iOS device, select Settings > General > Background App Refresh > Allow SavvyConnect to refresh while on Wi-Fi or cellular in the background.

For Location Status Issues

• Tap “Settings”
• Tap “Privacy”
• Tap “Location Services”
• Tap “SavvyConnect”
• Under “Allow Location Access”, tap “Always”

For Notifications Status Issues

• Tap “Settings”
• Tap “Notifications”
• Select “SavvyConnect”
• Enable “Allow Notifications”