Error description:

When you finish all the steps of the order, the APP starts a progress bar, but it does not end.

Solutions:

Check that you have sufficient coverage on your WIFI network or mobile data card. The ordering process requires uploading a considerable amount of information (including photos), depending on the quality of your connection, it may take a long time to complete.

If you are working with your mobile data plan, try to connect to a WIFI network with a good connection for the best performance.

If you are connected to a WIFI network that does not provide maximum coverage, try using your mobile data plan. Sometimes using the mobile network will give you more speed than a poor WIFI network.

If none of the above options improve the order upload speed, consider improving your infrastructure with WIFI repeaters, a mesh WIFI or some other solution.

Make sure you have enough storage space on your device. The APP needs to compact the photos of your order before sending it, if your terminal does not have enough space, the APP could fail.

Connect your terminal to the mains, especially if you have a low battery. Your Apple device's operating system (iOS) imposes a number of restrictions in certain scenarios when the device has a low battery. We have documented cases in which, for example, the device could unilaterally kill the background image upload process, considering it to require more power than the device should provide in low battery conditions.

Disable power saving options.

If none of the proposed solutions solve your problem, we recommend that you place your order by 3D scanning or following the offline ordering guide; In both cases, you can easily send us your order through our e-commerce or even by email.

Also remember that we will be happy to assist you from Customer Service, where we can guide you through the process or resolve your questions.

Error description:

As a security measure, the APP forces me to change my account password from time to time, but the process gives me an error and I cannot continue.

Solutions:

When this happens to you, contact Customer Service directly, both by phone and email, where we can provide you with your password reset without problems so you can continue with your order. Typically, this process will take a few minutes if you are during business hours.

Note: If it is more convenient for you, you can contact your Commercial Agent to resolve this incident, although we recommend, for the sake of speed, that you contact our Customer Service department directly.

This could happen to you if you have not used our APP for a long time, if your company has undergone a restructuring (for example, if you have joined a group of clinics or purchase through a distributor) or due to some administrative error that has occurred, caused the inactivation of your account.

When this happens to you, contact our Customer Service department directly, via email or phone, where we will proceed to resolve the problem directly as appropriate, either by reactivating your account or even creating a new one.

This is a semantic problem, since in reality, your account exists, but it is inactive, so it is not usable.

This error will occur if you have not used the APP for a long time (months/years) or if you, another person from your clinic, your clinic group or distributor, have requested a restructuring of the users with ordering capacity. These circumstances could have led to the deactivation of your account.

Please contact Customer Service directly, where we will be happy to assist you to clarify what happened and solve the problem, either by reactivating your account or providing a new one in the new company structure that is applicable.

From the moment you initiate the order until it is fully effective in our systems, various cases may occur that leave the order for your device in an inconsistent state.

These cases may be due to a multitude of factors beyond our control, such as low battery level of your device, intermittent availability in your connection, low connection signal, low level of storage space, interference with other third-party applications, among others.

When this happens, we recommend that you follow our guides and FAQs to resolve these mentioned cases and proceed to close the APP and open it again to try again.

In the event that you still cannot see your updated order, we recommend the following steps:

If you have already completed your order process, including measurement data and sets of photos, please send us the order photos and order measurements by any other means, either through our e-commerce or by email. You have a specific FAQ on this page, where you can see how to extract the photos of your order from your device to a PC/Mac from which you can send them to us.

If, on the other hand, your order has already been published and you simply cannot see the status changes or Precheck and/or Mockup notifications, please contact Customer Service, where they can promptly inform you of your order and establish another means of communication. of the order progress in case you have difficulties with your device.

If you have problems with your connection or your device and you cannot get your order published correctly in our systems, we recommend that you extract the content of the order to a computer and send it to us, we will take care of consolidating your order correctly and providing you updates on its status.

Below is a step-by-step guide on how to do it, depending on the type of device you have to send us the order.

If you have any problems with these procedures or need help, please contact Customer Service, where we will help you through the process.

If you have a Windows computer:

You will need to install iTunes for Windows on your computer, available as a free download from Apple (https://support.apple.com/downloads/itunes).

We recommend restarting your computer after installing iTunes before continuing.

Once you have iTunes for Windows installed, connect your iOS device to your computer via a corresponding cable. Your computer may ask you for permissions to access the content of the connected device, which you must accept.

Open iTunes for Windows after connecting your device to your computer.

Inside iTunes, you will see your connected device. Click on it and you will have access to its content. Within it, you will see a list of your installed applications, at which point you must go to the UNYQ APP.

Once you access the UNYQ APP, you will see a set of files identified by the SERIAL NUMBER of your order, which will allow you to identify the one you need. This file contains the photos you have taken for said order.

Proceed to drag the files you need to your computer.

Once the file transfer is complete and you verify that they are already on your computer, proceed to send us these files and we will take care of completing any other necessary information.

If you have a MAC computer:

If you have a computer running MacOS, you don't need to install any additional software as everything you need is available.

Just proceed to connect your device to the Mac via cable.

Once connected, open Finder on your Mac, where you'll see your connected device.

Access it as if it were a folder and you can view the contents of your device.

Proceed to enter the "folder" of the UNYQ application, where you will see a set of files identified by the SERIAL NUMBER of your order, which will allow you to identify the one you need. This file contains the photos you have taken for said order.

Proceed to drag the files you need to your computer.

Once the file transfer is complete and you verify that they are already on your computer, proceed to send us these files and we will take care of completing any other necessary information.