Contact GuideSafe Customer Service

Why should I report an Issue with GuideSafe?

1. AppContacter will directly Email your issue/feedback to an apps's customer service once you report an issue and with lots of issues reported, companies will definitely listen to you.
2. Pulling issues faced by users like you is a good way to draw attention of Alabama Department of Public Health to your problem using the strength of crowds.
3. Importantly, customers can learn from other customers in case the issue is a common problem that has been solved before.

1. Use the GuideSafe™ Exposure Notification app to anonymously share a positive COVID-19 test result — and be anonymously notified of your own possible exposure to someone who later reports a positive COVID-19 test result — all without sharing anyone’s identity.

2. When someone tests positive for COVID-19, contact tracers with the Alabama Department of Public Health will help notify those the person has been near — but they won’t know every person’s close contacts.

3. If you test positive for COVID-19, those with whom you came in close contact — defined as within six feet for at least 15 minutes over the last 14 days — will get an anonymous notification that they were exposed.

4. The GuideSafe™ Exposure Notification app was developed by the Alabama Department of Public Health in cooperation with the University of Alabama at Birmingham and MotionMobs, using technology from a collaboration between Apple and Google.

5. When you are within about six feet of others, phones using the GuideSafe™ Exposure Notification app exchange encrypted, anonymous codes via low-energy Bluetooth.

6. The notification they get is completely anonymous — they will not know who tested positive, the time, or the location — only the date of the possible exposure.

7. Step three: Those who may have been in close contact with you in the last 14 days will be notified they were near someone with a positive test, but they won’t know who or where.

8. Step one: Download the GuideSafe™ Exposure Notification app and enable Bluetooth.

9. Step two: If you have tested positive for COVID-19, you can choose to report it.

10. Your test will be verified by the Alabama Department of Public Health.

11. Your identity and location remain completely anonymous, and your personal information isn’t disclosed, no matter what.

1. I use Bluetooth to remotely manage my computer, every time the app needed to take a reading I would lose my connection with my computer and then have to physically establish connection again between phone and computer.As others have stated, when first downloaded this past fall, it notified me of possible exposures.

2. My friend tested positive, she had the app, bluetooth on, and had exposure turned on in her iPhone's settings.

3. I was really excited about this app only to be disappointed after a few months.As odd as this may sound but this app is causing my mobile Hotspot app from broadcasting but occasionally it will broadcast but by the time I try and connect it has "disappeared." On my phone (Note 10 plus) it doesn't have any errors and looks normal but none of my electronics sees my wifi.

4. Good privacy policy, but I can't leave both bluetooth and location on at all times or my phone would have to stay on the charger 24/7.

5. We hung out at dinner for about an hour the day before she tested and put the positive result in the app and it's been 8 days since then and I have not received a notification of the positive result.

6. I turned it back on, waited a couple of days and tried the notification process again and verified that her bluetooth was still on.

7. I'll leave it installed and just enable everything as the Austin e demands.The app checked for exposure every 24-48 hours when I first installed.

8. I've been a big advocate for this technology... Why isn't it working?Opened the app to report a positive test and found out it hasn't updated since Nov 26 (its currently Dec 4).

9. And now it hasn't bothered checking for exposure in over a month?! Uninstalled and moving on.I just wish more people used it.

10. All of my settings are correct, my Bluetooth and location stay on anyway.

11. Uninstalled, reinstalled, checked and rechecked settings and still no exposure check.

1. Fix GuideSafe Not Working/Crashes/Errors/Unresponsive & Black/White screen:

1. Restart GuideSafe: Restarting the app will resolve most errors.
2. Update the GuideSafe App. Here is how:
   1. On Android goto PlayStore » Search for "GuideSafe" » Open GuideSafe » click "Update".
   2. On iPhone, goto AppStore » Your profile » Available Updates » Check for GuideSafe » click "UPDATE".
3. Clear GuideSafe app cache: Clearing cached data will force your app to retrieve the latest data directly from GuideSafe servers.
   1. On Android, goto Settings » Apps » Select "GuideSafe" » click Storage » click "Clear Cache".
4. Check GuideSafe app permissions. If any of these permissions required to use your device's features are disenabled, GuideSafe might not work.
5. Uninstall and reinstall GuideSafe. If nothing else has worked, completely uninstall GuideSafe then reinstall.
6. Restart your device. Last, restarting your device can often clear most problems causing GuideSafe not working

2. Fix GuideSafe Server issues & Internet Connection

1. Check network connection: An unstable Internet will make GuideSafe be unable to connect to it's servers. Ensure your wi-fi is working then restart app.
2. Disable VPN: VPN can cause connection errors and lead to GuideSafe not working. Make sure all VPNs are off
3. Enable background data: When Background data is turned off, GuideSafe may not be able to connect to the Internet when running in the background.