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Common Mobile Issues/Notifications

Updated

Description:

nCino Mortgage provides both Android and Apple mobile versions  of our product. Not all customers choose to use our mobile app. Additionally, our app does not auto update and requires responsibility on the part of the company administrators. The "steady state" app is released on the first Friday of every month, it will be labeled as year.month (example 23.6). Subsequent releases with minor fixes will add a third place (example 23.6.2)

nCino Mortgage is only able to support OS's that are within one version of the most up to date version. For example, iOS 18.3 was released in January of 2025, which made all iOS versions 17.3 or older outside of scope. Android 15 was released in October of 2024, so versions 13 and older are no longer compatible.

nCino Mortgage support has a 1 year End-of-Support Policy. 

Steps to resolve:

Resolution to mobile app issues can vary. Some require a mobile update, some require action by the client, others require no action. Below are common seen issues.

Distribution Certificates:

  1.  No action is needed by support, development, or the client.
  2.  These are designed to expire.

Push Certificates:

  1. This is only an IOS issue.
  2. Please ensure the reporter has personal phone settings on correctly and test.

  3. If still not receiving push notifications or client shows Apple email showing the Push Certificate expiring soon, send to support for mobile developers to assist in updating.


Privacy Policy Issues:

  1. Most privacy policy issues need to be handled by the client.
  2. Client needs to add the terms/language required by the app store to their privacy policy, and be sure that link is on their developer account.

Google Play Issues:

  1. Again these issue types can vary, but typically the client needs to read and provide google the given information.
    ex: The account holder for Google Play Console needs to submit the DUNS number to Google. This is the same information that you provided to Apple. The account holder needs to go to the Google Play Console (https://play.google.com/console) and fill out the company information.

Mobile App Missing from store:

  1. Android:
    • Log into your Google Developer account to see if there are pending certificates needing attention or reasoning from Google for the removal.
    • Submit a support ticket if further assistance is needed.
  2. Apple: Company needs to pay the yearly subscription fee to Apple and it will reappear

Additional Resources:

  1. Mobile App Management 
  2. Apple Dev account access.docx 
  3. Google Dev account access.docx

Published: 08/29/2023                                            Last Update: 07/01/2025 

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