TLA iOS
The app crashes when I open it. What should I do to continue geolocating with the app?
Upgrade the app to the latest version if it’s not been yet. If it still doesn’t work, please upgrade the device’s OS to iOS 15 or higher. The app works stably on iOS 15 or later.
How do I geolocate with the app if I am prompted to open the app many times but the geolocation is still unsuccessful?
Delete the app then reinstall it and try to geolocate again.
After I install and open the app, I open the 'Settings' from the tutorial screenshots to go to the 'Location Settings' for the app. However, I cannot see any option to grant location permission to the app. What should I do to grant 'Location Permission' for the app?
Please go to 'Settings' > 'TrueLocation' > 'Location' > 'Always':
While opening the app, I don’t see the 'Always Allow' option in the 'Allow TrueLocation to access your location?' popup.
Due to the new location policy from iOS13 onwards, this option is no longer available. You should select the 'Allow While Using' for the app first. After that, go to device 'Settings' > 'TrueLocation' > 'Location' > 'Always':
Why can't I use the app when I choose the 'Allow While Using App' location permission in the app.
'Allow While Using App' is not enough for the app to work properly. After selecting the 'Allow While Using App', go to device 'Settings' > 'TrueLocation' > 'Location' > 'Always':
What is the arrow pointing to the top left corner when I open the app after installing it from the AppStore.
The arrow pointing to the top left corner of the screen is designed to hint to the user how to go back to the browser.
I have already enabled 'Location Services' on the device. However, I still see the enable 'Location Screen' when I open the app.
You should enable location for both 'Location Services' on the device and grant location permission for the app. From the message below, click 'OK, I understand'.
Can I use the app if I have not enabled 'Push Notifications'?
'Push Notifications' need to be turned ON. The app needs the' Push Notifications' feature in order to complete the location verification process.
I missed enabling notifications permission for the app. How can I enable it?
You should open the app. After the app is opened, it will display a tutorial popup that guides you to the 'Settings' to enable notifications for the app. Read through the guide and then tap on the 'Settings' button and proceed with the steps:
I have closed the app but I still geolocate. Can it still verify my location?
If 'Push Notifications' are enabled, the geolocation process still works properly even though the app is closed. Otherwise, please make sure the 'Location Services' and 'Push Notifications' are still enabled and reopen the app:
Website asks to open the app repeatedly. What should I do?
It should change to another network (Wifi or 3G) and try again.
Is there any video demo for installing and setting up the app?
Yes, there is. See the video.
I cannot geolocate with the TrueLocation app. How can I continue to play?
Please try to install and play on the TrueLocation Browser. It could help to resolve your issues.
I cannot geolocate while using iOS 16 beta
The issue lies on the iGaming platform side. Please contact their support team directly for further support.
TLA Android
The app crashed when I tried to open it. What can I do to use the app to geolocate?
Please install the latest version of the app.
I cannot geolocate with the app. What should I do?
Please check and turn on 'Push Notifications' and 'Location Settings'.
How can I use the app if I could not open it several times in a row?
Please install the latest version of the app.
Why cannot I geolocate with an app when I turn OFF notifications on the app?
For Android 8 and higher, it is required to allow the notification for the app in order to make it work properly:
Which option should I choose on the 'Allow Location' popup message installing the app?
For the Android 10, please choose the 'Allow all the time' option. For Android versions lower than 10, please choose the 'Allow' option:
Why can't I use the app when I choose 'While using the app' location permission in the app?
Due to the Android OS policy, the App requires the 'Allow all the time' option in order to complete the geolocation process while the app is in the background.
How can I turn on notifications for the app?
Open the 'Settings' > 'Notifications' > 'TrueLocation', then switch it on.
Is there any video demo for installing and setting up the app?
Yes, there are videos for different versions of Android.
- Android 9 and lower: https://youtu.be/XcvkkleWQpU
- Android 10: https://youtu.be/Xq63Fu3b7o0
- Android 11: https://youtu.be/-NKmh7scUB4
Can I play while my device is in 'Battery Saver Mode'?
No, you can’t. In the 'Battery Saver Mode', the TrueLocation app has been restricted on internet and location access. So the location verification process could not be completed.
Website asks to open the app repeatedly. What should I do?
It should change to another network (Wifi or 3G) and try again.
Operator Web App (iOS)
The app is already installed. However, when I geolocate, it navigates to the AppStore. How can I continue to geolocate?
Click 'Open' on the AppStore and go back to your browser to continue:
The operator web app navigates me to the App Store to install and open the app. I installed and opened the app. However, I see 'oobee1.app.link' instead of the gaming site when I go back to the browser. What should I do to proceed?
Please click 'Open' the app and then follow the instructions in the app to return back to your browser to continue.
- When you switch back to the browser from the app, you may need to tap on the 'Back' button on your browser to go back to the gaming site.
Why do I get 'connect.failed' while I try to play or place a bet on the MacOS browsers?
Our solution only supports mobile devices (Android, iOS).
Why don't I receive push notification while the operator app checks my location?
Please check out these iOS Q&As:
What browsers should I use?
The following browsers should work fine with our solution:
- iOS: TrueLocation Browser, Safari, Chrome, Firefox.
- Android: TrueLocation Browser, Chrome, Firefox, and Android Default Browser (Android Only).
I cannot geolocate while using iOS 16 beta
The issue lies on the iGaming platform side. Please contact their support team directly for further support.
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