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For general support issues please read below


My Account
Creating an account in AVO allows you to easily create, manage and measure Augmented Reality campaigns.
To change your account information follow these steps:

1. Log in to your Campaign Manager: avoinsights.com/dashboard
2. Click Account on the left side of your screen
3. Update your profile to your desired account information
If you’re an agency or organization you can add sub-users to your account to manage client's campaigns.

In Campaign Manager click users and add your sub-users information.
Navigate to Campaign Manager and click users on the left side of your screen.

Next, click “Add User” on the top right side of your screen. Fill out the form and click create.

Send account credentials to that user so they can sign into AVO.

Once the user logs in, they will be able to change their password under their account page.

If you need the ability to add users please contact support to upgrade your permission: [email protected]
Security
If you're noticing suspicious behavior with your AVO account, such as:

Spam sent from your account

An alert that someone logged into your account from a different location, IP address, or device

Having to continually re-log into Campaign Manager

New users being added to your account without your permission

The account information associated with your AVO account was changed without your consent then it's possible that your account may have been compromised.

If you believe your account has been compromised, please follow the steps below as soon as possible:

Change your password as soon as possible.

Select a complex and unique password that is at least 8 characters in length, with a mix of numbers, symbols, and capital and lowercase letters.

Avoid using your name, username, mobile number, birthday, or any other personal information in your new password.

If you have used the same password for other services, we encourage you to change those passwords to something unique as well.

If you’re still unsure please reach out to us immediately: [email protected]
If your AVO account has been locked, it may mean we've detected some activity from your account that we prohibit. This is done to keep AVO healthy for everyone!

Reasons Your Account May Have Been Locked

1. Sending spam, unsolicited emails, abusing data and other behavior prohibited in our term and conditions.

2. Adding too many campaigns when you haven’t verified your email or phone number

3. We've detected your account might be compromised and initiated a protective lock

If you received a message saying your account is compromised and locked for safety, please reach out to our Support team.

4. We’ve found abusive behavior like uploading inappropriate campaigns, using AVO in unprohibited ways and other behaviors we strictly prohibit in our terms and conditions.
To change your password navigate to your account inside your dashboard at avoinsights.com/dashboard/account

Follow these steps to change your password:

1. Login to your dashboard at avoinsights.com/dashboard

2. Click account on the left side of your screen

3. Update and confirm your password

4. Click update

Select a password that is at least 8 characters in length, that does not contain your name, username, phone number, birthday, or other personal information. It is best to include a mix of numbers, symbols and/or capital and lowercase letters in your new password.

If you need help, please contact us [email protected]
If you are continuing to have login issues and have tried troubleshooting please contact us immediately [email protected]



Troubleshooting
There are a few reasons you might be having trouble logging in or creating a new AVO account.

Here are some tips to get you logged in

Check Your Username and Password

Double-check that you’re using the right email and password. If the AVO email or password is misspelled, then you may see the ‘User Not Found’ error message.

Check Your Internet Connection

Make sure your device has a good internet connection.

You can try connecting to Wi-Fi if you have weak cellular service. Restarting your device may also help with internet connection problems. Learn more about troubleshooting internet issues on Android or iOS devices.

Avoid Using a VPN with AVO

Some accounts using a VPN (virtual private network) to connect to AVO may have issues creating an account or logging in. If your device is on a VPN and you’re having login issues, try switching to a different network and logging in again.

The AVO Account may be Locked

An AVO account may get locked for a few reasons. You can’t log in if your AVO account is locked. This is done to protect the account and keep AVO healthy for everyone. Please contact us if your account has been locked.
If you are having issues adding a new user to your account here are a few tips to successfully add a new user:

Ensure you have an internet connection. You can try connecting to Wi-Fi if you have weak cellular service. Restarting your device may also help with internet connection problems.

Verify the details you’re adding are correct. Make sure there are no spelling errors in the email or phone number.

Log out of your account and log back in if you’re still having trouble.
If you are having issues adding a new campaign here are a few tips to successfully add a new user:

Ensure you have an internet connection. You can try connecting to Wi-Fi if you have weak cellular service. Restarting your device may also help with internet connection problems.

Verify the details you’re adding are correct. Make sure there are no errors when creating a campaign

Log out of your account and log back in if you’re still having trouble.

Please make sure you’re following our best practices for adding campaigns.
Learn how to fix issues with the AVO Camera, including image quality problems and sound issues.

Tips for AVO Camera Issues

Sometimes you can resolve an issue with the AVO Camera if you switch to a different network, restart the app, or restart your device. Try these camera troubleshooting tips first!

Check Your Internet Connection

Switch between mobile data and Wi-Fi. Problems with your internet connection might affect how the Camera works. If switching to Wi-Fi or mobile data solves the issue, then you can contact your mobile service provider or internet service provider for more help.

Restart the AVO App

Try completely closing the AVO app and opening it again. This can refresh the app and get things running smoothly!

Check for AVO Updates

Check the iOS App Store or Google Play Store to make sure AVO is up to date! Don’t miss out on the latest features and improvements.

Restart Your Device

Try turning your device off and then on again. This can help your apps run better.
This is usually caused when users don’t click “allow” when starting the app for the first time.

AVO needs permission to your camera in order to launch campaigns.

Head to your device setting and check that AVO has access to your camera.
If there’s no sound in your videos, there are a few things to try:

Check that your device isn’t in silent mode

Make sure your device volume isn’t muted

Check that AVO has access to your microphone in your device’s settings

If there’s still an audio issue, then try recording sound with your device’s native camera or voice recording app. If the sound doesn’t work in other apps, then there may be a problem with your device. You can contact your device manufacturer for more help.

If you’re using an iPhone and the sound from the microphone is muffled or has static, you can contact Apple.




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