Troubleshoot Kajabi Mobile App issues

The Kajabi Mobile App may occasionally behave unexpectedly due to outdated versions, confirmation link issues, or account-level problems. Use this guide to diagnose and resolve the most common issues on both iOS and Android devices.

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Resolve an unresponsive app or unexpected quitting

If the Kajabi Mobile App is unresponsive or quitting unexpectedly, you may need to update the app to the latest version, force close the app, or restart your device.

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iOS devices (iPhone)

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Update the app

If you haven’t updated the Kajabi Mobile App in a while, your app may not operate as expected. Follow Kajabi’s guide on how to manually update the Kajabi Mobile App on your iOS device. If you need further assistance, refer to Apple’s guide for updating your Apple apps.

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Force close the app to reset and clear its memory

If your Kajabi Mobile App is updated to the latest version and continues to remain unresponsive, the app may be stuck or overloaded. See Apple’s guide for force closing apps to force close the app to reset and clear its memory.

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Restart the iOS device

Follow Apple’s guide on how to restart your iPhone.

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Log in using a mobile web browser

Logging in to a customer account using a device’s mobile web browser will help determine if the issue is specific to the Kajabi Mobile App or if there is an issue with the customer account. If you are able to log in using the device’s mobile web browser but are still experiencing mobile app issues, contact our support team.

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Android devices (Galaxy, Pixel, etc.)

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Update the app

First, check that the Kajabi App is up to date with the latest version in the Google Play app:

1. Open the Google Play app
2. Click the three horizontal lines at the top of the screen
3. Select My apps & games
4. Choose to Update all, or go through each app and update only the ones needed

If you need further assistance, refer to Google’s guide for updating your Android apps.

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Force stop the app to reset and clear its memory

If your Kajabi Mobile App is updated to the latest version and continues to remain unresponsive, the app may be stuck or overloaded. Force stop the app to reset and clear its memory:

1. Open Android Settings
2. Scroll down and open Apps or Application Manager
3. Locate Kajabi in the list of apps
4. Select Kajabi
5. Click Force Stop

If you need further assistance, refer to Google’s guide on force stopping an Android app.

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Restart the Android device

Since restarting an Android device varies by device, research the specific Android device online or contact the device’s manufacturer for further instructions on how to restart the device.

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Log in using a mobile web browser

Logging in to a customer account using a device’s mobile web browser will help determine if the issue is specific to the Kajabi Mobile App or if there is an issue with the customer account. If you are able to log in using the device’s mobile web browser but are still experiencing mobile app issues, contact our support team.

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Locate a missing confirmation email

After a customer’s email address has been entered in the Kajabi Mobile App, they will be prompted to open their device’s email app to confirm the email address. In order for the Kajabi Mobile App to connect to the customer’s email address, the link must be clicked on the device with the Kajabi Mobile App installed. Example confirmation email: If the email address entered into the Kajabi Mobile App is not connected to the mobile device’s email app, the confirmation email may not appear on the device. If this is the case, forward the email from our support team to the email address connected to the mobile device.

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Check spam or junk mail folders

Sometimes the confirmation email sent by Kajabi can end up in spam or junk mail folders. Be sure to double check spam or junk mail folders to ensure the confirmation email has not been overlooked. If you are still unable to locate the confirmation email in spam or junk mail folders, contact our support team for further assistance.

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Resolve an expired confirmation link

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The link has exceeded the 2-hour expiration time

If the link has passed its expiration time, uninstall and reinstall the app to enter the email address again. Then, return to the email inbox to open the confirmation link.

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The link has already been clicked

The confirmation link is a single-use link. If you are receiving this message within the 2-hour time frame, the link may have already been clicked. Return to the email inbox and delete the confirmation email. This will help avoid any confusion when receiving a confirmation email. After removing previous confirmation emails, uninstall and reinstall the Kajabi Mobile App to re-enter the email address. A link will then be sent. Proceed to confirm the email address from the device used to install the Kajabi Mobile App.

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Resolve repeated email confirmation prompts

If you have clicked the Confirm Email Address button on a mobile device and are redirected back to the Kajabi Mobile App and asked to confirm the email address again, follow these steps:

1. Press and hold the Confirm Email Address button (1-2 seconds) in the email app until the option appears to open the link in a browser
2. Open the link in the browser and click Open Kajabi App:

You should no longer be prompted to confirm the email address in the Kajabi Mobile App.

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Help customers use the mobile app

In order to assist your customers, it is important to understand how your customers log in to the Kajabi Mobile App. Start by reviewing Kajabi’s guide on downloading and logging in to the Kajabi Mobile App.

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If a customer is unable to log in to the Kajabi Mobile App

Since the Kajabi Mobile App is designed for customer use only, it is important to verify the email address entered into the Kajabi Mobile App matches an email address associated with a valid customer account. As an Admin, you can assist your customer by confirming they are using a valid customer email address. Start by asking your customer to confirm the email address they are using to log in to the Kajabi Mobile App. Then:

1. Navigate to the Contacts tab from your Dashboard
2. Locate the email address your customer provided you in your list
3. Ensure there is a checkmark icon attached to their avatar:

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If a customer is able to log in but has no digital Products

Has your customer successfully logged into the Kajabi Mobile App, but there are no digital Products? As an Admin, you can confirm the Products that your customer should have access to in your Contacts Profile. Start by asking your customer to confirm the email address they are using to log in to the Kajabi Mobile App. Then:

1. Navigate to the Contacts tab from your Dashboard
2. Locate the email address your customer provided you in your list
3. Click on the customer’s name
4. Select the Products tab
5. View the Products your customer should have access to:

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Resolve Community access issues on the Kajabi Mobile App

Legacy Communities are not available in the Kajabi Mobile App. If you are using the latest version of Kajabi Communities, check that customers have been granted the Offer that includes your Community.