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Frequently Asked Questions

Where do I download the illu app?
The illu mobile application can be downloaded and accessed using the links here​
Why does the Play Store tell me that my device is incompatible?
The illu mobile app is supported on phones running Android 10 and above. Please go into your phone's settings and check what version os Android you are running. 
If you are using Android 9 or lower, please update your phone to meet illu's technical requirements. 
How do I update/manage my billing?
To discuss any billing related questions or changes, please navigate to your Billing Portal or contact us at [email protected] with your request. 
Why is my app not connecting to my camera for photo uploads?
Your phone may not allow the illu app to access your camera, please check in Permission Settings:
1.On your phone, open the Settings app
2.Tap Apps
3.Tap illu. If you can't find it, tap See all apps. Then, choose illu.
4.Tap Permissions. Then for camera permissions, choose Allow only while using the app.
If you experience more issues with access the phone camera while in the illu app, please leave us a note using the 🌐 Support Request Form and note the model of your phone.
How do I reset my password when logged in?
You can reset your password on illu's web app [URL] in the Settings console.
1.Click your user icon in the top-right of the screen to open your Account drawer. Click 
 to open the Settings pop-up
2.Select the Password tab to open the Password editor 
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3.Enter your old password to verify your access
4.Enter your new password, making sure you meet the requirements listed
5.Click 
 to confirm your change. The pop-up will close and you should recieve an SMS to the phone number associated with your account confirming the change. 
What do I do if I forgot my password?
1.Tap the 
 on the log-in screen
2.Enter your the phone number linked to your illu account. Enter the full phone number including the country code.
3.Click 
 and you will receive an SMS message to the phone with a verification code.
4.Please enter the verification code and set a new password, meeting the listed requirements.
5.Click 
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6.You will then be able to login using the password you just set

 
How do I disable notification for illu on my phone?
You can change what notifications you see through Permission Settings:
1.On your phone, open the Settings app
2.Tap Notifications and then App settings.
3.Tap illu. If you can't find it, tap See all apps. Then, choose illu.
4.Set the app’s notifications based on your preferences. You can turn off all notifications, or pick specific categories of notifications to see.
If you experience more issues with illu’s notifications, please leave us a note using the 🌐 Support Request Form and note the model of your phone.
Why is illu loading slowly for me?
illu’s database servers are located in specific regions, so the app may load slower if you are located far away from the servers. If you are experiencing significant lags (>2 seconds to load a page), please leave us a note using the 🌐 Support Request Form and let us know your location. We are actively setting up more regional servers to minimize this problem.
Is it possible to integrate other services (RMS, CRM, etc.) with illu?
If your team is interested in an integration with another web service that you use, such as a remote monitoring platform, please contact us at [email protected] with your request. 
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Last modified 1mo ago