Troubleshooting and Error Messages Guide

Use this guide when the app shows a message that blocks the next step or when a user-facing status needs a short explanation. Payment-specific messages are covered in Payments, Billing, and 3DS.

Invitation code error

If an invitation card has expired and another invitation code does not work, the renewal invitation may need to come from the same inviter.

What to do:

1. Check whether the invitation card or invitation capability has expired.
2. Contact the original inviter for a new valid invitation when required.
3. If you are unsure which inviter applies, contact support.

Roadside assistance notice

If a roadside assistance notice remains visible while monthly settlement is pending, there may be no action needed from the member. If support has already confirmed the request, follow support's instruction and wait for the settlement process to complete.

Identity information already used

If the app says identity information is already occupied or already used, it may mean the license or identity details are connected to an existing account.

What to do:

1. Try logging into the existing account if you recognize it.
2. If you do not know which account is connected, contact support.
3. Support may ask for verification before helping you recover the correct account.

Identity information does not match

If the app says license number, name, gender, date of birth, or other identity details are incorrect:

1. Check the information against the driver's license.
2. Make sure the spelling, date of birth, and license number match exactly.
3. Upload a clear license image if support requests it.
4. Contact support if the information is correct but the app still shows the message.

Unable to add an additional driver

If you cannot add an additional driver and plan address details cannot be viewed, the PIN may need to be reset first.

What to do:

1. Tap the profile picture.
2. Go to Data Security or PIN Security.
3. Verify or reset the PIN.
4. Try adding the additional driver again.

For the driver-addition workflow, see Quotes and Enrollment.

Quote or enrollment messages

For address eligibility, KYC upload mismatch, and declaration page issues, see Quotes and Enrollment.

Affiliate and withdrawal messages

For Lark withdrawal, Stripe setup, invitation capability, reward status, points, and tax-form tasks, see Affiliate and Rewards.

Plan restoration messages

Message	What it means	What to do
Cannot Restore Plan	The plan is no longer eligible. Its deadline may have passed, it may have expired, a refund or another termination may have ended the opportunity, or its one restoration may already have been used.	Return to Plan Details and check the latest status. Contact support if the status appears incorrect. Paying another bill does not override eligibility.
Amount Due Updated	The amount changed, for example after a new Weekly Sharing calculation.	Refresh and review the updated amount before confirming. If returned from checkout, review it on Restore Plan first.
Restoration in Progress	A restoration request is already being processed.	Check again shortly instead of submitting another request.
Temporarily Unavailable	Weekly Sharing is being calculated.	Wait a few minutes and try again.
Plan Status Updated	The plan's status changed while the page was open.	Refresh to see the latest details and available actions.

Only eligible voluntary App exits can use Restore Plan, and each plan can be restored once. The seven-day restoration window is separate from the 14-day payment grace period; plans removed for overdue payment or a user-initiated payment dispute cannot use this feature.

If an older App version shows Expired or does not show the plan on Dashboard, check the full plan list and Plan Details for its current status and restoration option. See Restore a plan for the complete workflow.