"Whoops - Sorry - something didn't go through" Error Message

If you received the "Whoops! Sorry - something didn't go through! Please check your network connection, then try again" error message, try the troubleshooting steps below in an attempt to resolve the issue.

1. Force close and reopen the app
2. Check that you are connected to a data network or WiFi 
3. Reset your network connection (iOS users only)
4. Reinstall app

Step 1: Force close and reopen the app

Closing the Index app and then reopening is good practice for app functionality and is a simple step to perform on a regular basis. 

Apple device steps: 

• Instructions on how to force close the app on iPhone or iPad

Android steps: 

1. Open your phone's Settings app.
2. Tap Apps & notifications  the app. If needed, tap App info before the app.
3. Tap Force stop   OK

Step 2: Check that you are connected to a data network or WiFi

To check your connection:

1. Open up a web browser on your phone.
2. Perform a Google search.

Important: For Android users, please move on to step 4. 

Step 3: Reset your Network connections (iPhone users only)

For iPhone users, this will reset any saved passwords and usernames in Safari as well as any preset network information.

To reset your Network connection:

1. Device Settings.
2. General.
3. Reset.
4. Reset Network Connections.

Step 4: Reinstall the application

Reinstalling the app can help reset and re-establish the app's connection to our servers, as well as ensure that you are updated to the latest version. Before you reinstall Index, please note:

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.

For a completely clean reinstall:

1. Delete the app from your device.
2. Restart your device.
3. Re-download the app from the app store.

Important: For any app versions above 3.38 on iOS and 3.42 on Android, you will NOT lose your messaging and calling data.

If you are still experiencing the error message and need further assistance, please submit a request.