FAQs

Android/Web - Troubleshooting Tricks & Tips

I can’t seem to send or receive a message on my mobile device.

From time to time, messages in TigerConnect may appear to be delayed, or not appear to be able to be sent or received. This can be a result of multiple issues. Use the below sections to help troubleshoot message delivery delays for your Android device

Delete on Read
  • Ensure that Delete on Read is not turned on in your TigerConnect account. If messages you have Delete on Read turned on your account and the user reads your message, the message will disappear after 60 seconds. This message will be irretrievable after this time period expires.
Message Lifespan
  • If either the sender or the recipient’s message lifespan is set for a short period of time, the message may not be read. The recommended message lifespan is 2 days to allow ample time for messages to be read by the recipient. Please ensure this is set accordingly. NOTE: This is set by your administrator. Contact your TigerConnect/IT administrator to request a possible change to this setting on your account.
Wi-Fi Connectivity
  • If you are in an area with a strong connection, or are moving within the confines of a strong Wi-Fi connection (e.g. – your home, or a small office), it is better to remain connected to Wi-Fi, as it is traditionally a more reliable connection in cases where the user is stationary.
  • If the location in the facility or building you are in is experiencing slower than normal Wi-Fi, simply wait and move to a location with a stronger Wi-Fi signal to begin sending and receiving messages.
  • Wi-Fi on most mobile devices will turn off when the device’s screen goes to sleep.
  • Lastly, you will also need to “forget” any Public or Guest Wi-Fi networks. This is also found in the Settings section of your device. Not doing so can allow you to connect to a possible unsecured network, or a network that requires further login/authentication/terms of use acceptance, causing further notification and messaging issues. Your device may be showing full bars in the WiFi signal, but without further authentication, you may have no connection to the internet to access TigerConnect.
  • Changing the screen timeout period to a longer period of time (5-10 minutes) can help prolong your connection to Wi-Fi if the 3G/4G/LTE connection is poor.
Data Connectivity
  • 3G, 4G and LTE tower availability varies depending on your area. Check with your cellular provider directly or on their website to see available network towers in your area. If there are none, please attempt to connect to Wi-Fi to receive messages.
  • Your phone may be capable of 4G/LTE, but you may not have a strong connection to 4G/LTE towers. In this case, turning 4G/LTE off may help any issues in message delays. This is often found under Network (iOS) or Wireless and Network (Android).
Wi-Fi/Data “Dead Zones”
  • These are zones of service where both Wi-Fi and/or data are inaccessible. These often occur in areas below ground or your device is on the edge of a Wi-Fi network. You will appear to be connected to data or Wi-Fi, but the reality is that the signal is not strong enough to connect you to TigerConnect.
  • Your location in a building, as well as the materials the the building is comprised of can affect your device’s connectivity. If the WiFi network you are connected to may be travelling through several walls, and can cause connection issues. If you are even a few floors underground, or are centrally located inside a large facility, your device’s data connection may be limited, and you will likely have to rely on Wi-Fi.
Possible Delays in TigerConnect Service
We will make every effort to ensure a seamless experience for users when properly connected to a data or Wi-Fi network. However, if your device is connected to a strong data or Wi-Fi connection and you are still experiencing messaging issues with TigerConnect on the mobile app or the Web Console, please contact TigerConnect Client Care at the following:
  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

Android – I am getting messages on my mobile device – but no alerts.

In order to receive messages to TigerConnect, please ensure that notifications are enabled correctly on your device. Please attempt the following. If you are still unable to resolve the issue after attempting these steps, please contact TigerConnect Client Care at prosupport@tigerconnect.com for further assistance.

Android

There are three places where notifications for TigerConnect for your Android can be configured. Follow the below directions to ensure successful message delivery notifications:

Check TigerConnect’s application settings.

  1. While logged in to TigerConnect on your mobile device, tap Settings in the upper right (sprocket icon).
  2. Tap Alerts and Data.
    • Ensure that Enable Notifications is enabled (will appear to the right and green when enabled). 
    • Alternatively, ensure Vibrations is enabled if you wish to also receive a vibration when you receive a new message notification.
  3. Tap Select a Ringtone.
  4. Tap to select your desired notification sound (this will automatically save the selected ring tone for all future message notifications).
    1. If you are on an Android 8 or newer tap Manage Notifications, instead of Select a Ringtone (this option will not appear on Android 8 or newer devices).
      1. Scroll down the bottom of this section and ensure that both Other and Messages are selected. You can tap either Other or Messages to select a ringtone.
      2. Tap your Android’s back button to return to the TigerConnect application

When setting your notifications, you do not have to have vibration turned on, but it will help increase your chances of receiving notification of a message.

Go to your general Android device’s settings.

You can set the native device sound settings in your Android’s Settings to ensure messages are delivered to TigerConnect correctly.

  1. Tap Settings on your device’s Home Screen or Applications folder.
    • The Settings app may also be found in your device’s Application folder, which is typically located in the bottom tray on the device’s home screen. Once inside the Applications folder, long-tap on the icon to drag the icon to the home screen for easier access in the future.
  2. Tap the setting related to sounds in your settings (this will vary from device to device and depends on your Android version)
    • Within this menu, you can set the following:
      • Set Device Volume (titled Volume or Volumes)
      • Ensure Silent Mode is not enabled.

Finally, ensure that the above settings are set to any level above silent or off for your device to be able to receive notifications correctly.

Ensure that the device volume is up.

The location of your Android device’s volume button varies depending on the device. Typically you can find this on the left or right side of the Android’s case consisting of two buttons (as opposed to the power button which is one solid button, typically at the top of the device).

When turning the device’s volume down to the lowest setting, Android often lets you push the ‘down’ volume button an additional time to turn the phone to ‘Silent’. To receive audible sound notifications, please ensure the device is set to an audible volume to alert you to new messages.

Ensure that any third-party battery-conservation or security applications allow TigerConnect.

There are a large number of applications available for Android devices to assist with preserving the device’s battery life. While these applications can be helpful with older devices, they can limit and even prevent TigerConnect notifications from sounding even with the sound turned up on the device. These applications often disable things like notifications and background app activity, which TigerConnect is reliant upon to deliver notifications from Google as well as messages to the user’s TigerConnect application reliably.

To help prevent any notification issues for these applications, if they allow for TigerConnect to be whitelisted, check to make sure that TigerConnect is an exception to allow notifications and disable any battery saving behaviors. If there are no options to allow TigerConnect, the application will need to be uninstalled to allow any further notifications.

I’m still having issues, who can I contact?

In instances where any of the available solutions provided in this FAQ do not assist you with your issue, you can contact the TigerConnect Client Care team in the following ways:

  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

When reaching out, please provide as much detail as possible and be prepared to provide for further investigation:

  • Details of your issue
  • First and last Name
  • Your organization
  • Your facility’s email address and/or your mobile phone number

Android/Web - Installation

Android – How do I install the TigerConnect mobile app?

To install TigerConnect on your Android device:

  1. Go to https://tigerconnect.com/download within your mobile device or desktop web browser and click the link on your device’s respective app store.
  2. Go directly to your Google Play Store and download the application.

Android

TigerConnect is only supported on Android version 4.0.3 and above. 

  1. Open the Google Play Store (Android)
  2. Tap Search (magnifying glass).
  3. In the Search bar, type tigerconnect
  4. Tap the magnifying glass to search.
  5. Tap the TigerConnect Secure Messenger App entry. (White background with a multi-colored clover in the center).
  6. Tap INSTALL.
  7. Tap ACCEPT to begin the download.
  8. Once the download is complete, tap the OPEN button to enter the application.

You can also return to your Android device’s home screen or open the Applications folder to open the application.

Android – How do I turn on notifications for my Android device?

Android

There are a few places where notifications for TigerConnect for your Android can be configured. Follow the below directions to ensure successful message delivery notifications:

Check your TigerConnect settings.

  1. Open TigerConnect on your Android device and log in if you have not already done so.
  2. In the upper left-hand corner of the TigerConnect conversation screen, tap the Menu button to open the application settings pullout.
  3. Tap Settings.
  4. Tap Notifications.
  5. Ensure the checkbox to the left of Enable Notifications is checked.
  6. Ensure the following are turned ON:
    • Notifications
    • Vibrate (optional)
  7. Choose your desired ringtone (below the Vibrate section) by tapping Select a Ringtone.

When setting your notifications, you do not have to have both Notifications and Vibrate turned on, but it will increase your chances of receiving notification of a message.

Go to your general Android device’s settings.

You can set the native device sound settings in your Android’s Settings to ensure messages are delivered to TigerConnect correctly.

  1. Tap Settings on your device’s Home Screen or Applications folder.
    • The Settings app may also be found in your device’s Application folder, which is typically located in the bottom tray on the device’s home screen. Once inside the Applications folder, long-tap on the icon to drag the icon to the home screen for easier access in the future.
  2. Tap Sound.
    • Within this menu, you can set the following:
      • Set Device Volume (titled Volume or Volumes)
      • Ensure Silent Mode is not enabled (Gingerbread 2.3+).

Ensure that the above settings are set to any level above silent or off for your device to be able to receive notifications correctly.

Ensure that the device volume is up.

The location of your Android device’s volume button varies depending on the device. Typically you can find this on the left or right side of the Android device, and is typically two small buttons or a long button allowed to be pressed at the top or bottom.

When turning the device’s volume down to the lowest setting, Android often lets you push the ‘down’ volume button an additional time to turn the phone to ‘Silent’. To receive audible sound notifications, please ensure the device is set to a volume level below Silent or Vibrate mode.

Is TigerConnect available for Blackberry or Windows Phone?

No. TigerConnect is only available for Android and Apple (iOS) devices.

Android – How do I know if I’ve successfully installed TigerConnect on my mobile device?

On Android devices, the TigerConnect icon has a white background with a multi-colored clover icon in the middle. If successfully installed, it will appear on either of the following:

  • In your device’s Applications or Apps icon.
  • The icon may also appear on a home screen page if “Add icon to Home screen” is selected in your Google Play Store’s Settings.

 

 

Android/Web - Wi-Fi

Does TigerConnect work over Wi-Fi?

Yes, TigerConnect will send and receive messages over a Wi-Fi network or over the mobile data connection for mobile devices and if Wi-Fi is available on the computer with which you are accessing the TigerConnect Web Console or standalone Desktop Application. It will default to previously connected Wi-Fi connections first. Unless specifically instructed not to, it is recommended use a password-protected, secured Wi-Fi network at your place of work as instructed by your organization’s IT. Your home Wi-Fi should work as well.

Guest Wi-Fi networks and Wi-Fi networks with weak, unreliable connections have been known to cause message delays. If you feel this is the case, ‘Forget’ these networks (see below) or turn Wi-Fi OFF on your device. Additionally, navigate to your device’s settings and turn OFF Show Wi-Fi pop-up. This is recommended and will keep you from connecting to unintended Wi-Fi networks that may have weak or unreliable connections, or that require further authentication.

Android – Lastly, it is recommended to “forget” any unauthorized or previously connected networks on your Android device. This can be found in the Settings application of your device under Wi-Fi or Wireless Networks

In Settings –> Wi-Fi (tap the Wi-Fi heading, not the ON/OFF switch), then long-tap (hold for 2-3 seconds) on the desired network you wish to forget and tap Forget network. If this choice is not available, your device has not previously connected to this network. No further action is needed.

Android/Web - Log In

Android – I was already given a password, why is TigerConnect asking me to create a password?

When you begin the login process on TigerConnect, if you are prompted with the following screen to create and confirm a new password, please reach out to TigerConnect or your facility’s IT staff first to ensure you are using the correct username and password, and that you have an account provisioned for you in TigerConnect. Proceeding with creating a new password may cause messaging issues.

 

In most cases, a TigerConnect account has already been created for you and there is no need to sign up for a new TigerConnect account.

To confirm your username/email, TigerConnect can be reached at the following:

  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

How do I log in on my Android device?

Note: TigerConnect is currently only available via a mobile device on the Android platform.

  1. After downloading TigerConnect, tap the TigerConnect icon (white background with a multi-colored clover in the middle). This may be on your Android device’s Home screen or in your device’s Applications folder.
  2. Tap Get Started.
  3. To enter your TigerConnect username or email address, tap Not Now.
  4. Enter your password.
  5. Tap Activate to verify your mobile device number with your account (for security purposes).

NOTE: TigerConnect is also supported on iOS (Apple).

Finally, if you cannot remember your username, please contact your TigerConnect administrator (typically a member of your organization’s administration or IT staff). If you are unable to reach a resource on-site, feel free to contact TigerConnect Client Care at the following for assistance:

  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

How do I log in on the Web Console?

To access the TigerConnect Web Console, navigate your computer’s web browser to https://home.tigertext.com/ and enter your username and password.

The following browsers are supported:

  • Internet Explorer | PC – IE 11 only ((Microsoft Edge is not currently supported)
  • Google Chrome | PC/Mac – Chrome 5 and above
  • Mozilla Firefox | PC – 3.x and above / Mac – 4
  • Safari | Mac – 6 and above

What is my TigerConnect username?

Your username is typically an email address provided by your facility’s administrator or a facility-specific username scheme (e.g. – org\uname).

If you are unable to recall your username or are having difficulty logging in, please do the following:

  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

What is my password for TigerConnect?

You may have received a communication with your username and password by a member of your facility’s IT or Administrative staff. You will have been set up with a password already.

Your login and password may be the same as those for your facility’s network login. NOTE: TigerConnect requires the minimum when changing your password:

  • Minimum 8 characters
  • One capital letter
  • One special character (!,@,#,$, etc.)
  • One number (0-9)

If you are having any difficulty logging into TigerConnect, please contact TigerConnect Client Care at the following:

  • Phone:
    • General Client Care Phone #:650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

How do I change my password?

If your organization utilizes LDAP and attempt to reset your password, you will be presented with a message that informs you to contact your company’s IT. Additionally, if your organization does use network passwords and have trouble remembering your TigerConnect password, it may be the same as your organizational network password (often used to log into a computer workstation or your work email). Note that TigerConnect cannot change or reset your password for your TigerConnect account if it is managed by your organization’s IT. You will need to contact your IT to reset or change your password for TigerConnect.

NOTE: TigerConnect requires the minimum when changing your password:

  • Minimum 8 characters
  • One capital letter
  • One special character (!,@,#,$, etc.)
  • One number (0-9)

On Android, you will not be provided with the option to change your password using the below steps.

Android

  1. From the TigerConnect Inbox, tap Settings (sprocket icon in upper right).
  2. Tap Security.
  3. Tap Change Password.
  4. Enter your Current password, then your New password and confirm the new password.
    1. See NOTE above for password requirements.
  5. Once all requirements are met for your new password, tap the green checkmark in the upper right.

Web Console

  1. Log in to https://home.tigertext.com/.
  2. Click the menu button (three horizontal lines) in the upper left-hand corner of the TigerConnect Web Console. A drop-down will appear.
  3. Click Edit Profile.
  4. Enter your current password and enter your desired password twice. See NOTE above for password requirements.
  5. Click Save Profile at the bottom of the screen.

Please note that your password is the same on both the Web Console and the mobile app. In other words, if you change your password on your mobile device, you will use this same password when you log into the Web Console.

If you are having any difficulty changing your password using these methods, please contact TigerConnect Client Care at the following:

  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

Can I be logged in to both the mobile app and the web console?

Yes. You can be logged in to the TigerConnect Web Console and Mobile App at the same time, as well as receive messages and alerts to both platforms. Furthermore, you can be logged in to multiple devices and computers simultaneously. There is virtually no limit to how many devices you can be logged in to.

Android/Web - Upgrades

Android – How do I upgrade the TigerConnect mobile app?

Please check your device’s Google Play Store to make sure you have the most recent version of TigerConnect. Upgrading to a new version of TigerConnect, when one is available, will allow you access to new features and bug fixes to the application. Android provides you with the option to automatically upgrade. You can do this by searching for TigerConnect in the Google Play Store, tap on the TigerConnect Secure Messenger App entry, then tapping the Menu (three vertical dots in upper right), then tap the checkbox next to Auto-update.

Any subsequent update will be downloaded to your device. With some subsequent updates, you may be required to approve certain downloads of TigerConnect if anything was changed in the TigeConnect access settings on your Android device.

If you have any questions regarding upgrading the TigerConnect application, contact the following:

  • On TigerConnect: Search for and send a message to the ‘TigerConnect Admin’ user
  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

Do I need to log out to upgrade?

No, you do not need to log out to upgrade your version of TigerConnect.

Your phone will either update automatically (if you have set your phone up to do so) – OR – from your device’s app store’s Update section, you may select the upgrade option in your device’s app store to complete the upgrade. You will immediately be able to send and receive messages.

If you experience any issues once the application has updated, it is recommended, however, to log out and back into the application. Please contact TigerConnect Client Care at any of our available points of contact if you have any further questions:

  • On TigerConnect: Search for and send a message to the ‘TigerConnect Admin’ user
  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

Android/Web - Logging Out

Do I ever need to log out?

No, you don’t need to log out, unless you are experiencing issues with your TigerConnect application. Even if you lose power, when your phone is re-charged or re-started you will remain logged into the TigerConnect application. Staying logged in ensures you are receiving TigerConnect messages in a timely fashion.

Note: Your account will remain logged into TigerConnect unless you uninstall the TigerConnect application from your device. Once you reinstall the application, you will need to log back into your TigerConnect account.

How do I log out?

Android

  1. While logged in to the TigerConnect application, tap Settings in the upper right corner of your Inbox.
  2. Scroll down to the bottom of your profile and tap Logout
    • The TigerConnect app will present you with a warning asking for confirmation that you wish to log out.
  3. Tap LOGOUT again to complete the log out or tap CANCEL to return to your profile and continue using the TigerConnect application.

Web Console

While logged in to the TigerConnect Web Console, click Sign Out (door icon) in the upper right-hand corner of the Web Console screen.

You will be immediately logged out. No confirmation is provided.

Android/Web - Settings

Android – How do I change audio alerts on my device?

Android

  1. While logged in to TigerConnect on your mobile device, tap Settings in the upper right (sprocket icon).
  2. Tap Alerts.
    • Ensure that Enable Notifications is enabled (will appear to the right or red when enabled). 
    • Alternatively, ensure Vibrations is enabled if you wish to also receive a vibration when you receive a new message notification (Android 7 or older.
  3. Tap Select a Ringtone.
  4. Tap to select your desired notification sound (this will automatically save the selected ringtone for all future message notifications).
    1. For Android OS 8 or newer devices tap Manage Notifications under the Alerts section to update your ringtone for TigerConnect.
    2. Ensure the following toggles are enabled for your Android settings
      • Other
      • Messages
    3. To select a designated ringtone, tap on either the Other or Messages section to select your desired ringtone.

NOTE: On Android devices, you can only choose from Android system ringtones/sounds.

Why am I not hearing a sound when I get a TigerConnect message?

Please make sure that your device’s sound is turned on or at least set to vibrate. Additionally, if your phone is set to vibrate, TigerConnect cannot override the device’s primary settings. If you have TigerConnect open in an active conversation will not experience an audio alert or vibration.

To further troubleshoot notification issues, click here.

How do I update my Avatar (Profile Picture)?

Android

  1. Log in to your TigerConnect account from your mobile device.
  2. Tap Settings in the upper right (sprocket icon).
  3. Tap your display name at the top of the Profile page.
  4. Tap the Edit button (pencil icon on the right).
  5. Tap the space above the EDIT PROFILE section. This will bring up a dialog that says Take Photo or Choose a Picture.
    • You can choose from any photos currently in your device’s Gallery or you can take a photo with your device’s camera.
  6. Once you have selected your new avatar, tap the Back arrow in the upper left to return to your profile.

Web Console

  1. Log in to https://home.tigertext.com.
  2. Click the Menu (three horizontal lines) in the top left of the Web Console screen.
  3. Click Edit Profile.
  4. Click Change Avatar, then select a photo from your computer that you would like to use for your profile.

NOTE: TigerConnect only supports certain types of image formats, so we recommend using .jpg, .bmp, .png or .gif. Please limit the size of your photo to 2MB.

What does Do Not Disturb do?

For TigerConnect, Do Not Disturb is a feature that allows a user to temporarily disable audible and visible TigerConnect notifications that arrive at their device, as well as provide a custom ‘out-of-office’ message that is sent when a user sends you a message while Do Not Disturb is on.

It is important to note that no alert will sound on your device for TigerConnect, however, you will continue to receive messages to the TigerConnect application. Please make sure you remember to turn Do Not Disturb off when you want to receive notifications again.

Note regarding Android’s Do Not Disturb: Separate from TigerConnect, Android’s Do Not Disturb (DND) function mutes all incoming audible and visual notifications. This applies to notifications from TigerConnect, in addition to regular SMS, email and phone calls. If you wish to turn off all audible and visual notifications for TigerConnect only, you must do it from within the TigerConnect application.

Additionally, if your organization has Auto-Forward enabled, you can designate a colleague within your organization to receive your messages while your account is on Do Not Disturb.

Android:

  1. Log into your TigerConnectt account from your mobile device.
  2. Tap Settings in the upper right corner (sprocket icon).
  3. Tap Do Not Disturb to ON.
    • After turning Do Not Disturb on, you can enter a custom message in the field that appears after enabling it. This will be displayed with the first message sent to you in each conversation. Any subsequent messages will not contain the DND message.
  4. Tap your Android’s Back button or tap the ‘ x ‘ in the upper left-hand corner of the screen to save the changes.

Web Console:

  1. Log into your TigerConnect account at home.tigertext.com.
  2. Click the Menu button (three horizontal lines in the upper left-hand corner).
  3. Click Edit Profile.
  4. Click the checkbox to the right of Do Not Disturb.

Enabling Do Not Disturb (DND) within TigerConnect on either the Web Console or the mobile app will enable DND on any devices or web browsers that you are currently logged into.

Can I set a custom status?

Yes. TigerConnect allows you to set a status that will reside below your display name within one-on-one conversations.

Android

  1. Log in to your TigerConnect account on your mobile device.
  2. Tap Settings in the upper left (sprocket icon).
  3. Tap the box below your name at the top of the page to alter your status.
  4. Type what you would like others to see (e.g. Available, or Call me at 555-234-5678).
  5. To save your status, tap your Android’s Back button to return to the Inbox or tap the ‘ X ‘ in the upper left to complete.

Web Console

  1. While logged in to https://home.tigertext.com, click your display name in the upper right-hand corner.
  2. In the dropdown, type what you would like others to see (e.g. Available, or Call me at 555-234-5678).
  3. Click your display name again. The status will auto-save after clicking your display name.

Android – How do I set up PIN Lock?

This feature can be used on Android mobile devices (PIN Lock does not apply to the Web Console). Your organization may require you to set a PIN upon logging in to TigerConnect. You may be unable to change the settings within the PIN Lock, as your TigerConnect administrator may have the settings locked to prevent further changes to your account.

Android

  1. Log in to your TigerConnect account on your mobile device.
  2. In the upper left hand corner of your roster, tap the menu icon.
  3. Tap Settings (sprocket icon in the upper right).
  4. Tap Security.
  5. Tap PIN Lock to ON.
  6. Enter and re-enter (to confirm) your desired 4-digit PIN.
    1. Alternatively, you can tap CANCEL in the lower left or the back arrow on your Android device to cancel the addition of a PIN on your device.

PIN Lock Durations

TigerConnect PIN Lock has multiple durations, which are set by your administrator to select the length of time you are required to enter your PIN after re-entering the application. TigerConnect has the following PIN Lock durations:

  • Immediately
  • After 1 minute
  • After 5 minutes
  • After 15 minutes
  • After 1 hour
  • After 4 hours

Note: If your organization has a PIN Lock duration longer than Immediately, you will have the ability to set a more aggressive PIN Lock duration. You will not be able to set a PIN lock with a duration longer than the minimum set by your administrator (e.g. – Admin sets a PIN Lock duration of 15 minutes, within the application, you can set the duration to 5 minutes, 1 minute and Immediately). Additionally, if you are a part of multiple facilities with separate networks, for example, Facility A and Facility B, the TigerConnect application will always assume the more aggressive setting (e.g. – Facility A has a duration of 15 minutes and Facility B is set to Immediately, TigerConnect will assume the Immediately setting).

Android – What if I forget my PIN Lock code?

If you have forgotten your PIN lock code, simply tap Log Out or simply uninstall the TigerConnect app on your device. Once uninstalled, re-install the TigerConnect app and log back in with your username and Password. You will need to go back to the Settings menu to set a new PIN Lock code.

Additionally, your organization’s TigerConnect administrator may require a PIN code for every device that is logged in to TigerConnect. In this case, after deleting and re-installing the TigerConnect application, you should automatically be required to enter a PIN on your device. You should be able to enter a PIN code you have used previously.

Android/Web - Messaging

How do I find and send a message to a coworker?

The TigerConnect application allows users access to multiple organizations. You can only message users in the organization that the administrator has added you in to. You are not able to message across organizations.

TigerConnect will keep your conversations organized from newest to oldest. You can also scroll down on your device to manually search for a coworker within your organization’s roster, or do the following:

Android

  1. Ensure you are logged in to your TigerConnect account on your mobile device.
  2. Tap the ‘magnifying glass’ in the upper right-hand corner to Search for coworkers.
    1. You may be asked to Easily find your contacts. This is only so TigerConnect can identify existing contacts in your address book with TigerConnect users in your network. Tap OK to accept.
  3. You have two options:
    1. Scroll through the TigerConnect user list and tap on the desired user.
    2. Tap the magnifying glass again and enter text to search for a fellow coworker.
      1. Search by First and Last name.
      2. Tap on the desired contact to enter the conversation.
  4. Tap on the input box at the bottom of the conversation and begin typing your message (A keyboard should appear).
  5. Tap Send (paper airplane icon on the right of the input box.

Web Console

  1. Ensure you are logged in to your TigerConnect account on https://home.tigertext.com.
  2. To send a message, you can do one of the following:
    1. Click on the red New Message button in the upper left-hand corner of the screen, enter the user’s name
    2. Click the magnifying glass and enter the desired coworker’s name, and click their name to enter the conversation.
  3. Click on the input box at the bottom of the web console page and begin typing your message.
  4. Once your message is ready, click Send or press Enter on your computer’s keyboard to send the message.

How do I know I have received a message?

Android

On Android devices, you will receive a “push notification” on your device to let you know you have received a TigerConnect message. This comes in the form of an audible ringtone and a visual notification. For more information regarding supported Android Operating Systems and devices click here.

  • Banner notifications (top of screen)
  • Lock Screen Alerts – Version 5.x and newer

New messages can be accessed in the notification bar at the top of your Android device’s screen, while the screen is turned on, by pulling down from the top of your device’s screen or tap on the TigerConnect app icon to open the app and view your new messages.

Repeat Push Notifications

Repeat Push Notifications are a feature of the TigerConnect mobile application that sends a persistent notification to the user’s device until the message is read. Repeat Push Notifications do not apply to the TigerConnect Web Console.

When Repeat Push Notifications are turned ON for your account, you will receive a notification every 2 minutes until the message has been opened on your end in the TigerConnect application. If the initial notification is sent to the device after the 2-minute timeout, a notification will repeat 10 (ten) times, every two minutes, until the message is opened by the recipient.

Delivery Escalations

Delivery Escalation is a Premium Feature of TigerConnect that allows iOS and Android mobile users in areas of low to no connectivity to receive notification of new messages via SMS. Delivery Escalations do not apply to TigerConnect Web Console-only users.

When Delivery Escalations are turned on, an SMS message is sent to the phone number attached to a user’s TigerConnectc account when they are logged in to the mobile device only and a message remains in Sent status for 5 (five) minutes. SMS is used, as messages sent via SMS can be received in cases of low data connectivity (SMS charges may apply).

Fast Deploy

Messages that are sent from TigerConnect to users that are not logged in to their TigerConnect are received by a service called Fast Deploy. Fast Deploy is a secure way to communicate with anyone in your organization’s corporate network, whether or not they are logged in to TigerConnect. When a user is logged out of TigerConnect, a secure message link will be sent via email and/or SMS (either will have to be enabled by an Administrator in their TigerConnect account to receive a Fast Deploy).

The link can then be opened on your computer’s web browser, as well as any smartphone with a web browser. This is a great way to be able to send messages to users that are using Blackberry and Windows phones, which do not have a native TigerConnect application.

NOTE: While logged out, users can reply to Fast Deploy messages that are sent directly to them once, however, new messages cannot be initiated until the user logs into TigerConnect. Additionally, Fast Deploy messages are single-view only. If the message is viewed from the email/SMS link a second time, they will receive a message stating the message was previously read. 

Web Console

When logged into the web console, you will see a badge in the upper right-hand corner of avatar within the specific conversation on the right hand side of the Web Console with the user, as well as in the organization dropdown directly above the conversation list. The badge will remain there until you click on the conversation or initiate a response to the user.

How do I know a message has been sent?

A message is assumed to be Sent as soon as the user clicks or taps “Send” from the Web Console or Android app. On the mobile application, if a message is not successfully sent (typically a result of poor connectivity in the area the message is being sent), you will see a “Tap to resend” on iOS or a “Failed” in place of the Sent/Delivered/Read status on Android and Web.

If your Android device is connected to either data (3G/4G/LTE) or WiFi, and you see Sent in the bottom right-hand corner of your sent message where you normally see the Delivered or Read statuses, this typically means that the user is not currently logged in or the user is in a poor connection area.

Keep in mind, if a user is not logged in to the TigerConnect app, their messages should be delivered by Fast Deploy via email or SMS text message (if enabled by your organization’s TigerConnect Administrators). These messages are secured behind a link, and once opened are sent securely on your device or computer’s web browser. Additionally, if a user is logged in and unable to receive messages in a timely manner, talk to the TigerConnect administrator for your facility (typically an IT staff member or office administrator) about Delivery Escalations or reach out to TigerConnect Client Care to find out more about Delivery Escalations by contacting the following:

  • On TigerConnect: Search for and send a message to the ‘TigerConnect Admin’ user
  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

How do I know a message I have sent has been delivered?

Each message that has been sent will provide you with a status on the bottom right corner of the message.  If the status displays as Delivered, the message has been sent and received to the device, but the message has not been opened and its entire contents viewed. When a message has been Delivered, depending on which platform you are viewing the message, you will be provided with one of the following notifications in the bottom corner:

Android/Web Console

A Delivered message on the TigerConnect Web Console and in the Android Mobile App will say the word “Delivered” in blue for the sender of the message only.

 

How do I know a message I have sent has been read?

Each message that has been sent will provide you with a status on the bottom right corner of the message. When a message has been Read, you will be provided with the following notification in the bottom corner of the message:

Android/Web Console

Read message on the TigerConnect Web Console and in the Android Mobile App will say the word “Read” in green for the sender of the message only. 

Will a person receive my TigerConnect message(s) if they are logged out or in a poor connection area?

Yes. There are two available methods that help ensure message delivery on TigerConnect:

Fast Deploy

Messages to users that are not logged into TigerConnect are sent via TigerConnect’s Fast Deploy service. Fast Deploy is a secure way to communicate with anyone in your organization’s corporate network, when they are logged into their TigerConnect account. When a user is logged out of TigerConnect, a secure message link will be sent via email and/or SMS text. This feature is enabled by an Administrator at the global Org Settings level or in a user’s TigerConnect account individually.

The link can then be opened on your computer or mobile device’s web browser. This is a great way to be able to send messages to users that are using Blackberry and Windows phones as well which do not have a native TigerConnect application.

NOTE: While logged out, users can reply to Fast Deploy messages that are sent directly to them once, however, new messages cannot be initiated until the user logs into their TigerConnect account on the TigerConnect Web Console/Desktop Application or iOS/Android mobile application. Additionally, Fast Deploy messages are single-view only. If the message is viewed from the email/SMS link a second time, they will receive a message stating the message was previously read.

Delivery Escalation

Delivery Escalation is a Premium Feature of TigerConnect that allows users in areas of low to no connectivity to receive notification of new messages via your device’s phone number through SMS. Delivery Escalation messages do not apply to TigerConnect Web Console-only users – this feature is mobile-only.

When Delivery Escalation is turned on, an SMS message is sent to the phone number attached to a user’s TigerConnect account when they are logged in to the mobile device only and a message remains in Sent status for 5 (five) minutes. An SMS is then sent, as messages sent via SMS can be received in cases of low data connectivity.

How do I recall a message?

Android

While in a conversation on your respective device: Long-tap (hold for approximately 2-3 seconds) on the message that you have sent and wish to delete. You will be presented with a list of options; tap Recall.

Web Console  

Click on the down-facing arrow on the message you wish to recall (messages you send will be in grey on the right side of the conversation screen) and click Recall.

NOTE: After the message has been recalled, it is removed from your device, the recipient’s device and from the server . Note that unless your organization utilizes Message Archiving, TigerConnect messages are not retrievable once expired.

Additionally, messages can only be recalled from both devices by the sender of the message. In order to remove received messages, you will either need to delete an individual message, clear the entire conversation (Web Console only) or wait for the message lifespan to expire.

Can I forward a message to another user?

Yes. Messages can be forwarded to an individual user, Group or a Broadcast list.

NOTE: This is a feature that is enabled by your organization’s TigerConnect Administrators. If you do not see the ability to Forward a message, please contact your local IT Help Desk or on-site Administrator or supervisor. Additionally, ensure that you are attempting to forward a message within your organization. If you are in the Contacts organization, forwarding is not enabled for this network. It is a free-to-use network for anyone with a TigerConnect account.

To forward a message, do the following:

  1. On the message you wish to forward either:
    • Long-tap on the message (Android).
    • Click the downward-facing arrow in the upper right-hand corner of the message (Web Console).
  2. Tap or click Forward.
  3. Search for the users you wish to forward the message to.
    1. You can either search for the users manually by scrolling through the contacts list (Android), or you can type the user’s name in the Search bar (Web/Android).
    2. Tap or click the user’s name.
      1. Repeat this as often as needed until all desired users or Groups have been picked.
      2. Tap Next (Android) or click Forward Message (Web Console) to forward the message to the selected users.

    The name of the user the message was forwarded from is included at the top of the message. For users with multiple organizations: Currently, messages can only be forwarded within the originating organization. (e.g. Dr. Jones in Hospital 1 can forward the message to Dr. Smith in Hospital 1, but cannot forward a message to Dr. Moore in Hospital 2).

What does Message Lifespan mean?

Message Lifespan is the length of time a message will remain in a TigerConnect conversation before it is deleted on both the sender and all recipient’s devices. This applies to individual conversations, Broadcast Lists, Roles as well as Group messages. For example:

  • Your message lifespan is 2 days and you send a message to a coworker at 2:00 PM on Friday.
  • Your coworker receives the TigerConnect message to their device, but does not open the message to mark it as ‘Read’. Your coworker then opens TigerConnect after 2:00 PM Sunday – the message is no longer visible to them.
  • The message will be deleted from your device, the receiver’s device, and TigerConnect’s servers.

Keep in mind – If the receiver does not open and read the message within the message lifespan, the message is no longer accessible once it reaches its expiration. Note that unless your organization utilizes Message Archiving, TigerConnect messages are not retrievable once expired.

Can I retrieve an expired message?

There is no way to retrieve an expired message – it is gone forever unless your organization has added Message Archiving to their TigerConnect service. Please contact your local IT help desk, on-site administrator or supervisor to find out if your organization utilizes archiving. Additionally, feel free to contact the TigerConnect Client Care team at the following with any questions about archiving:

  • On TigerConnect: Search for and send a message to the ‘TigerConnect Admin’ user
  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

Android/Web - Files and Images

Can I send photos or videos via the TigerConnect Mobile Application?

TigerConnect for Android allows users to send existing photos (Gallery) and new photos from the device’s Camera.

The TigerConnect Web Console only allows uploading of existing JPG, GIF and PNG images locally stored on your computer.

Larger format files like DICOM are not supported on any TigerConnect platform.

Can I send multiple files at once from the Web Console?

Android

Yes. This applies to photos from your device’s Gallery and documents from any connected service on your Android device (e.g – Google Drive, Dropbox, Box, etc.) To add multiple images and files, do the following from your Android device:

Images/Photos

  1. Within the conversation, tap Gallery (square image with a mountain and sun in the bottom banner).
  2. You will be presented with all of the images/photos on your device’s Gallery at the bottom of your screen. Scroll through the list and tap to select multiple images. You can select multiple images at a time.
  3. Once you have selected all photos, tap the Checkmark icon in the lower left.
  4. Tap Send in the lower right (paper airplane icon).

Files

  1. Within the conversation, tap File (a piece of paper with a folded down upper right corner icon in the bottom banner).
  2. From the file pop-out on the left, select the source of the file (Recent Images, Videos and Audio from your device as well as cloud-connected storage services: Google Drive, Dropbox, Box, etc.)
    1. Note: If you have not yet signed into any cloud-connected storage apps, you will need to do this first to access your files.
  3. Tap the file you wish to send.
  4. Repeat steps 1-3 until you have all files you wish to send.
  5. Tap Send in the lower right (paper airplane icon).

Web Console

Currently, files can only be sent one at a time. To upload files and images, do the following:

  1. Log in to: https://home.tigertext.com/ with your TigerText account credentials.
  2. Search for the desired individual with which you wish to send the file/image.
  3. Click Attachment button (paper clip icon) to the left of the message field.
  4. Browse your computer for the specific file/image you wish to send.
  5. Select Open. The file/image is now previewed in your message.
  6. Add text and click the red Send button.

Can I download files and images sent to me on TigerConnect?

Android:

The TigerConnect Android application does not allow you to download any documents, files or images. However, you can view attachments.

Web Console: Attachments can be viewed and/or downloaded from within the TigerConnect Web Console to your computer.

  • Images/Audio 
    • When clicking on an attachment within the Web Console, if it is an image or audio, you will be presented with a pop up within the Web Console that displays the image or the audio message. Optionally, you can click Download Image at the top of the image to download the image to your computer.
  • Documents
    • When clicking on an attachment within the Web Console, the document will be automatically downloaded to your computer. You can then open the document to view in a compatible program. If your web browser is set to ask for a download location on your computer, you will receive a pop-up asking you where to put the file. Otherwise, the file will immediately download to your computer (This is typically downloaded to your computer’s My Documents (Windows) or Downloads (Mac) folder by default).

For a list of attachments available for upload within TigerConnect, click here.

How do I send a file or image?

Android

Images/Photos

  1. Within the conversation, tap Gallery (square image with a mountain and sun in the bottom banner).
  2. You will be presented with all of the images/photos on your device’s Gallery at the bottom of your screen. Scroll through the list and tap to select multiple images. You can select multiple images at a time.
  3. Once you have selected all photos, tap the Checkmark icon in the lower left.
  4. Tap Send in the lower right (paper airplane icon).

Files

  1. Within the conversation, tap File (a piece of paper with a folded down upper right corner icon in the bottom banner).
  2. From the file pop-out on the left, select the source of the file (Recent Images, Videos, and Audio from your device as well as cloud-connected storage services: Google Drive, Dropbox, Box, etc.)
    1. Note: If you have not yet signed into any cloud-connected storage apps, you will need to do this first to access your files.
  3. Tap the file you wish to send.
  4. Repeat steps 1-3 until you have all files you wish to send.
  5. Tap Send in the lower right (paper airplane icon).

Web Console

  1. Log in to https://home.tigertext.com/ with your TigerConnect account credentials.
  2. Search for the desired individual with which you wish to send the file/image.
  3. Click the Attachment button (paper clip icon) to the left of the message field.
  4. Browse your computer for the specific file/image you wish to send.
  5. Select Open. The file/image is now previewed in your message.
    1. Optional: Add text and
  6. Click the red Send button.

What types of files can be sent?

CURRENTLY ACCEPTED MICROSOFT OFFICE TYPES:

  • Word (.doc, .docx)
  • Excel (.xls, .xlsx)
  • Powerpoint (.ppt, .pptx)

PHOTOS:

  • .jpg
  • .png
  • .gif

Other accepted formats:

  • .pdf
  • .wav
  • .mp3
  • .mov

Android/Web - Groups and Broadcast Lists

What is the difference between a Group and a Broadcast List?

Groups

  • A Group can be made on-the-fly by any user within the organization.
  • Groups are private and visible only to those within the Group.
  • Any user who is in the Group can see all messages sent to the group, and can also reply.

Broadcast Lists

  • Can only be set up and managed by TigerConnect Administrators within your organization.
  • Broadcast Lists are public and any user in your organization can send a single message out to many (e.g. all Residents).
  • Any replies only go to the sender that initiated the Broadcast List message.

How do I create a Group?

Note about Group creation: Groups adhere to an organization’s Message Lifespan. This is controlled by your TigerConnect Administrator and cannot be set as an individual user.

Android

  1. Within your TigerConnect Inbox, tap the plus sign ( + ) in the lower right.
  2. Tap New Group.
  3. Enter a group name in Enter Group Name field, tap NEXT once added.
    • You can also choose an avatar by tapping Upload Avatar. You can choose Take a Photo from your Android’s camera or Choose a Picture from your device’s Gallery (upon first tapping Choose a Picture, you will have the choice to set a default photo program. This will be the photo application TigerConnect uses moving forward).
    • Once you’ve located and tapped on the photo you wish to add, tap SAVE to add or DISCARD to pick a new photo.
  4. Select users from the list, or tap Search and enter the names for specific users you wish to include in the Group.
  5. Tap the plus sign ( + ) next to the desired user you wish to add to the Group to place a checkmark next to the user.
  6. Repeat Steps 5 and 6 until all desired users have been added.
  7. Tap the checkmark in the upper right-hand corner to complete the Group’s creation.

Web Console

  1. Log in to: https://home.tigertext.com/.
  2. Click the Menu (three horizontal lines) in the upper left-hand corner of the Web Console screen.
  3. Click Create Group.
  4. Enter the name by clicking the field to the right of the Group name field.
    • Note: If you are part of multiple organizations, ensure that you select the desired organization where you wish to add the group in Select Company.
  5. To add a member, type the user’s name in the Add members field. A drop-down will appear as you type the user’s name.
  6. Click the desired user.
  7. Repeat Steps 5 and 6 until all desired users have been added.
  8. Click the Create Group button.

Additionally, in the Web Console, you can create groups on-the-fly by tapping the New Message button above your organization’s roster. A search bar will appear and you can search and enter all desired users for the group. Once all users are selected, enter the message you wish to send to the group in the message field at the bottom of the Web Console and tap the red Send button. This group’s name will inherit the names of each member of the group. For instructions on how to edit the group’s name on the Web Console, click here.

Can I set a message lifespan on groups?

No. Group message lifespans are set per your organization’s message lifespan and cannot be edited at the user level. In order to change the group message lifespan, the lifespan would have to be changed by your organization’s TigerConnect Administrator at the global, organizational level.

How do I add members to a Group?

Note: Group details (members, name, etc.) can be edited and accessed by any user who is a part of a Group.

Android

  1. Log in to your TigerConnect account from your mobile device with your TigerConnect account credentials.
  2. Near the top of the TigerConnect app, tap GROUPS.
    • To filter only Private messaging Groups, tap ‘Private‘, just below the Inbox/Groups tabs.
  3. Tap the Group you wish to add members.
  4. Within the Group, tap the ‘ i ‘ icon in the upper left of the Group.
  5. Tap Add Members.
  6. Begin searching for specific users or select users from the available list in the ALL section.
  7. Tap the plus sign ( + ) next to each desired user (a red checkmark will appear to the right of the user once it has been successfully added).
    1. Alternatively, TigerConnect will provide you with the most commonly messaged and recently messaged individuals to choose from in the ‘Suggestions‘ section.
  8. Once all desired users are added, tap the Checkmark in the upper right-hand corner.
  9. Tap the back arrow in the upper left-hand corner, next to the search bar to return to the group conversation.

Web Console

  1. Log in to: https://home.tigertext.com/.
  2. Click to open the conversation window for the group to which you want to add members.
  3. Click Group Settings (gear icon) in the upper right-hand corner of the conversation window.
  4. In the Add members field, type the name of the user you wish to add. A drop-down will appear.
  5. Click the desired user you wish to add (user will be automatically added to the Group).
  6. Repeat Steps 4 and 5 until all desired users have been added.
  7. Click Update Group (this will return you to the group conversation).

How do I remove members from a Group?

Note: Group details (members, name, etc.) can be edited and accessed by any user who is a part of a Group. You cannot remove yourself from a Group using the below workflow. See How do I leave a Group? for steps on how to remove yourself from a Group.

Android

  1. Within the Group, tap the ‘ i ‘ icon in the upper left of the Group.
  2. Tap the Edit button (red pencil icon).
  3. Select the checkbox next to the users you wish to remove from the Group.
  4. Tap the Checkmark in the upper right, below the Group name.
  5. Scroll to the bottom of the page and tap Remove from Group.
  6. Tap Remove to confirm.
    • Alternatively, you can tap Cancel to stop any changes and tap the back arrow in the upper left to go back to the Group’s Settings.

Web Console

  1. Click to open the conversation window for the Group in which you want to remove members.
  2. Click Group Settings (gear icon) in the upper right-hand corner of the conversation window.
  3. In the Members section (gray box with current group members), click the X to the right of the user you wish to remove from the group.
  4. Repeat Step 4 until all desired users have been removed.
  5. Click Update Group (this will return you to the group conversation).

How do I leave a Group?

Note: Group details (members, name, etc.) can be edited and accessed by any user who is a part of a Group.

Android

  1. Within the Group, tap the ‘ i ‘ icon in the upper left of the Group.
  2. Tap the Edit button (pencil icon in upper right).
  3. Tap Leave Group.
  4. Tap Leave to confirm your choice. (Tap Cancel to remain in the group).

Alternatively, from the Inbox you can simply long-tap on the Group you wish to leave, then tap Leave. Tap Leave again to confirm. (Tap Cancel to remain in the group)

Web Console

  1. Log in to: https://home.tigertext.com/.
  2. Click to open the conversation window for the Group in which you wish to leave.
  3. Click Group Settings (gear icon) in the upper right-hand corner of the conversation window.
  4. Click the red Leave Group button.
  5. A confirmation will appear: “Are you sure you want to leave this group?” – click Leave (this will return you to your TigeConnect Web Console Inbox). In order to be re-added to the Group, contact a member of the Group and have them re-add you.

How do I edit a group name?

The directions below will show you how to change the name of a Group after its creation. A Group name change will be instantly enacted for all users within the Group.

Android

  1. Near the top of the TigerConnect app, tap GROUPS.
    • To filter only Private messaging Groups, tap ‘Private‘, just below the Inbox/Groups tabs.
  2. Tap the Group you wish to add members.
  3. Tap the Group Settings ‘ i ‘ in the upper right corner.
  4. Tap the Edit button (pencil icon in the upper right).
  5. Under Edit Group’s Profile, tap under Group Name and change the name of the group.
  6. Tap the Checkmark to save the Group’s new name.
  7. Tap the back arrow to return to the Group conversation.

Web Console

  1. Log in to https://home.tigertext.com/.
  2. Search and click on the desired Group you wish to edit.
  3. In the upper right of the conversation window, click the Group Settings (gear icon).
  4. Click on the Group Name field, select the text and rename the Group.
  5. Click the red Update Group button (Returns you to the group to continue messaging).
  6. You can also click Cancel to discard any changes.

Android/Web - Supported Devices and Browsers

Android – What mobile devices are supported by TigerConnect?

Android

There are a variety of Android devices. The minimum required Android operating system to download the latest version of TigerConnect is Android 4.0.3 or newer.

Any devices that have an older version than Android 4.x will need to upgrade their operating system. Alternatively, upgrading your device to an operating system with 4.x or above will allow you to get the most recent version of TigerConnect.

See our System Requirements page for further details regarding the latest operating systems and devices supported by TigerConnect:

https://www.tigerconnect.com/system-requirements

What web browsers are compatible with the TigerConnect Web Console?

To access TigerConnect from a computer web browser, navigate to https://home.tigertext.com. Compatible web browsers include Chrome, Firefox, Internet Explorer (IE), and Safari.

See our System Requirements page for the latest browsers supported by TigerConnect:

https://www.tigerconnect.com/system-requirements

Android/Web - Data Usage and Battery Life

Android – How can I preserve battery life on my device while using TigerConnect?

A smartphone’s display is typically the biggest drain on a battery. However, there are a few things that you can do to help preserve the charge you have.

Auto-Lock/Screen Timeout

A screen that is left on and is not sent into “sleep” mode (turning off the screen by pressing the phone’s power button), is going to drain battery. In order to help preserve the life of your battery, set your phone’s settings accordingly. The longer the time to screen timeout, the more battery will be drained.

Android devices will vary depending on their operating system version (OS). Typically, the auto lock can be found under your Android device’s Settings under Display. Look for a setting that says “Sleep” or “Screen Timeout”.

3G/4G/LTE and Wi-Fi

Your phone is constantly searching for towers and connections when 3G, 4G, LTE or Wi-Fi are turned on. You can help preserve battery by turning on Wi-Fi and connecting to a local wireless network (if available).

If your device is utilizing 4G and LTE, this can drain your device’s battery faster than 3G. If you notice a significant drain on the battery, consider turning 4G/LTE off. Your connection may be slower when using more heavy browsing (image uploads/voice memos) but you will conserve more battery power this way.

GPS

GPS is one of the largest drains on a battery, next to your smartphone’s display. If you have an app that requires GPS location (navigation/map/geotagging), your phone will be searching to find a satellite signal, and that requires a considerable amount of power from your phone’s battery.

Location of GPS (Location) Settings differs depending on the Android device. Typically, they are found under Location or Location and Security in your Settings (typically a gear icon). Once selected, you can deselect any boxes that involve GPS and Location.

Note: TigerConnect utilizes location services on your device when selecting to send your location only within a conversation. If you are noticing a significant decrease in battery life, be mindful of GPS-heavy apps (e.g. – Google Maps, Facebook).

 

Android – How much data does TigerConnect use on my mobile device?

The TigerConnect mobile application has been designed to limit battery drain and data usage for our Secure Messaging customers. Regardless, the more you use the device, the more you will use your battery and data. If messaging with TigerConnect is causing you to become more active on your device, you may in turn notice that your battery life is diminishing faster than you are accustomed to.

Most users will not notice any extra data usage as each message is around 1Kb. It takes 1,024 Kb to equal 1Mb. This means you would need to send 1,024 messages per month to use 1 MB.

If your organization is sharing large files (e.g. – videos, large documents, audio files) TigerConnect will attempt to compress these. However, it is recommended that your device is connected to Wi-Fi as often as possible in order to conserve data as well as to ensure faster, consistent delivery speeds when uploading files and images.

NOTE: If your device is connected to a Wi-Fi network, TigerConnect will not use data from your cellular plan. This is especially useful if you have a monthly data cap.

iOS - Settings

How do I change alerts on my TigerConnect application?

To change your audio alerts on TigerConnct for iOS:

  1. Within the TigerConnect application, In the lower banner, tap Settings.
  2. Tap Alert Sound.
  3. Select your desired notification sound.
  4. Tap the back arrow in the left-hand corner to save the notification sound.

Optionally, you can enable notifications to alert you while you have the TigerConnect application open and visible on your screen. The in-app notification is not on by default. To enable this, tap the slider to the right of In-App Alert Sound, just below Alert Sound.

Why am I not hearing a sound when I get a TigerConnect message?

Please make sure that your device’s sound is turned on or at least set to vibrate. Additionally, if your phone is set to vibrate, TigerConnect cannot override the device’s primary settings. If you have TigerConnect open in an active conversation, you will not experience an audio alert or vibration.

You can also check your device’s Notification Center settings in your iOS device’s Settings. Under TigerConnect, ensure you have not disabled your audio alerts for TigerConnect by checking that Allow Notifications is set to ON (will appear Green once enabled) and the following are selected:

  • Sounds
  • Badge App Icon
  • Show on Lock Screen
  • Under Alerts, ensure the following is selected:
    • Show on Lock Screen
    • Show in History
    • Show as Banners
      • Select one of the following:
        • Temporary (banner will ‘pop down’ on your screen for approximately 2-3 seconds, then dismiss itself.
        • Persistent (banner will remain at the top of your screen until you dismiss or tap on it to open the conversation)

If you are unable to hear any notifications on your device, first try to log out and uninstall TigerConnect, then reinstall the application and log back in. Upon logging back in, if you are still unable to hear any notifications, contact TigerConnect Client Care at the following:

  • Phone:
    • General Client Care Phone #: 650-564-4722

      • Hours of Operation:
        • M-F, 5:30 am – 5:30 pm PT
        • Sat/Sun, 8:00 am – 5:00 PM PT
    • For Premium Support customers, dial your organization’s Premium Support Toll-Free Number
  • Email: prosupport@tigerconnect.com

What is the In-App Alert Sound’ setting? (iOS)

By default on iOS, the TigerText application does not alert to new messages while the TigerText application is open. To enable this on your iOS device, do the following:

  1. Open the TigerText application from your home screen.
  2. Tap Settings.
  3. Tap the slider to the right of In-App Alert Sound to ON (will appear red, when ON).

Once enabled, this will inherit your current TigerText notification to ring in-app.

How do I update my Avatar (Profile Picture)?

To update your avatar on TigerConnect for iOS, please do the following:

  1. Log into TigerConnect on your iOS device.
  2. Tap Settings.
  3. Tap the avatar to the left of your display name.
  4. Tap the circular avatar placeholder or Change, below the avatar placeholder.
  5. Tap Take Photo to take a new photo or Choose Existing to choose from your device’s Camera Roll:
    1. Take Photo
      1. Take your photo.
      2. Tap Use Photo, or tap Retake to take a new photo.
        1. Tapping Use Photo will automatically add the taken photo as your avatar.
        2. Alternatively, you can tap Cancel while in the Camera to not update or add an avatar.
    2. Choose Existing
      1. Select from your available photos.
      2. Edit the photo to your desired size.
      3. Tap Choose to continue.
        1. This will automatically add the photo as your avatar.

What does Do Not Disturb do?

For TigerConnect, Do Not Disturb is a feature that allows a user to disable audible and visible TigerConnect notifications for the TigerConnect application only. Additionally, Do Not Disturb for TigerConnect also provides a custom ‘out-of-office’ message that is sent when a user sends you a message while Do Not Disturb is on.

It is important to note that no alert will sound on your device for TigerConnect, however, the user will continue to receive messages to the TigerConnect application. Please make sure you remember to turn Do Not Disturb off when you want to receive notifications again.

Note regarding iOS’ Do Not Disturb: Separate from TigerConnect, iOS’ Do Not Disturb (DND) function mutes all incoming audible and visual notifications. This applies to notifications from TigerConnect, in addition to regular SMS, email and phone calls. If you wish to turn off audible and visual notifications for TigerConnect only, you must do so from within the TigerConnect application.

How to enable Do Not Disturb from your iOS TigerConnect application:

  1. Log into your TigerConnect account from your mobile device.
  2. Tap Settings.
  3. Locate the Do Not Disturb entry, and tap the slider to the right to ON (will turn Red).
    1. After turning Do Not Disturb on, you can enter a custom message in the field that appears after enabling it. This will be displayed on the sender’s device with the first message they send to you in a conversation. Any subsequent messages will not contain the DND message for the sender.

Can I set a custom status?

Yes. TigerConnect allows you to set a status that will reside below your display name within one-on-one conversations.

To set a custom status on TigerConnect for iOS:

  1. Log in to your TigerConnect account on your mobile device.
  2. In the lower banner tap Settings
  3. Tap the Status section, just below your name and Avatar.
  4. Begin typing a status message (e.g. Available, or Call me at 555-234-5678). Changes will be automatically saved to your profile, no further action is required.

How do I set up PIN Lock?

This feature can be used on Apple (iOS) mobile devices. Your organization may require you to set a PIN upon logging in to TigerText. Keep in mind, you may be unable to change the settings within the PIN Lock, as your TigerText administrator may have the settings locked to prevent further changes to your account.

Additionally, TigerText takes advantage of TouchID in TigerText version 5.0.1 and newer. TouchID is available on iPhone 5S and newer, as well as the iPad mini 3 and iPad Air 2.

To set up PIN lock on your iOS device:

  1. Log in to your TigerText account on your mobile device.
  2. Tap Settings.
  3. To the right of the PIN Lock entry, tap the slider to ON.
  4. Enter and re-enter (to confirm) your desired 4-digit PIN.
    1. Note: TouchID will be requested after your next entry into the TigerText app.

PIN Lock Durations

TigerText PIN Lock has multiple durations, which are set by your administrator to select the length of time you are required to enter your PIN after re-entering the application. TigerText has the following PIN Lock durations:

  • Immediately
  • After 1 minute
  • After 5 minutes
  • After 15 minutes
  • After 1 hour
  • After 4 hours

Note: If your organization has a PIN Lock duration longer than Immediately, you will have the ability to set a more aggressive PIN Lock duration. You will not be able to set a PIN lock with a duration longer than the minimum set by your administrator (e.g. – Admin sets a PIN Lock duration of 15 minutes, within the application, you can set the duration to 5 minutes, 1 minute and Immediately). Additionally, if you are a part of multiple facilities with separate networks, for example Facility A and Facility B, TigerText will always assume the more aggressive setting (e.g. – Facility A has duration of 15 minutes and Facility B is set to Immediately, TigerText will assume the Immediately setting).

What if I forget my PIN Lock code?

If you have forgotten your PIN lock code, uninstall the TigerText app on your device. Once uninstalled, then re-install the app and log back in with your username and Password. You will need to go back to the Settings menu on your device to set a new PIN Lock code.

Additionally, your organization’s TigerText administrator may require a PIN code for every device that is logged in to TigerText. In this case, after deleting and re-installing the TigerText application, you should automatically be required to enter a PIN on your device. You should be able to enter a PIN code you have used previously.

iOS only: TigerText takes advantage of Apple’s TouchID feature. If you have TouchID enabled on your iOS device (iPhone 5S and newer only, as well as the iPad mini 3 and newer and the iPad Air 2 and newer), it will automatically request to unlock TigerText with TouchID. If you wish to enter the PIN code, simply tap Enter TigerText PIN. Just as with the PIN Lock code you provide, if you are having issues with TouchID, simply uninstall the TigerText application, and upon succesfully reinstallation and login you can enter a new PIN to renable PIN Lock/TouchID.

iOS - Groups and Broadcast Lists

What is the difference between a Group and a Broadcast List?

Groups

  • A Group can be made on-the-fly by any user within a Paid or Freemium organization.
  • Groups are private and visible only to those within the Group.
  • Any user who is in the Group can see all messages sent to the group, and can also reply.

Broadcast Lists

  • Can only be set up and managed by TigerText Administrators within your organization.
  • Broadcast Lists are public and any user in your organization can send a single message out to many (e.g. all Residents).
  • Any replies only go to the sender that initiated the Broadcast List message.

How do I create a Group?

Note about Group creation: Groups will adhere to an organization’s Message Lifespan. This is controlled by your TigerConnect Administrator and cannot be set as an individual user.

To create a Group on TigerConnect for iOS

  1. Log in to your TigerConnect account on your mobile device.
  2. In the lower navigation banner, tap Groups.
    • Note: If you are part of multiple organizations, ensure that you are in the desired organization where you wish to add the Group by tapping the org selection dropdown at the top of the application.
  3. Tap the Compose button (pen and paper icon) in the upper right-hand corner.
  4. In the Enter Group Name field, enter the name of the Group.
    • You can also choose an avatar by tapping the Add Photo button (red Camera icon to the left of the Enter Group Name field).
      • You can add an image from your iOS device’s Camera app or from an existing photo in your Camera Roll or from a pre-determined list of TigerConnect avatars.
  5. In the Enter Name field, begin searching for specific users you wish to include in the Group by typing their name.
    • Alternatively, you can scroll through existing list.
  6. Tap the desired user.
  7. Repeat Steps 5 and 6 until all desired users have been added.
  8. Tap Create.

Additionally, on iOS you can create groups on-the-fly by tapping the Compose button (pad and pen icon) in the upper right-hand corner of your organization’s roster and engaging Steps 4-5 above. Once all users are selected, enter the message you wish to send to the group and tap the green Send button. The created group’s name will inherit the names of each member of the Group. 

Can I set a message lifespan on groups?

No. Currently Group message lifespans abide by the organization’s message lifespan and cannot be edited at the user level. In order to change the group message lifespan, the lifespan would have to be changed by a TigerText adminstrator at the global, organizational level.

How do I add members to a Group?

Note: Group details (members, name, etc.) can be edited and accessed by any user who is a part of a Group.

To add members to a group on TigerText for iOS:

  1. Log in to your TigerText account from your mobile device with your TigerText account credentials.
  2. Search and tap on the desired Group you wish to add members.
  3. Tap the Group Settings button (3 vertical dots in upper right-hand corner).
  4. Tap Add at the top of the Group members list.
  5. The page will be titled Add People, and a list will populate below. You can either select users from the list, or begin typing a user’s name to find them.
  6. Tap the desired user(s) you wish to add.
  7. Repeat Steps 5 and 6 until all desired users are added.
  8. Once all desired users are added, tap UPDATE.
    • Optionally, you can tap the X in the upper left-hand corner to discard any changes and leave the Add People screen.

How do I remove members from a Group?

Note: Group details (members, name, etc.) can be edited and accessed by any user who is a part of a Group. You cannot remove yourself from a Group using the below workflow.

To remove members from a group on TigerText for iOS:

  1. Log in to your TigerText account from your mobile device with your TigerText account credentials.
  2. Search and tap on the desired Group you wish to edit.
  3. Tap the Group Settings button (3 horizontal dots in upper right-hand corner).
  4. Locate the user you wish to remove and slide the user’s name to the left. The words Remove will appear to the right of the name.
  5. Tap Remove. The user has now been removed from the Group.
  6. IMPORTANT: Once all desired users are removed, tap the left-facing arrow in the upper left-hand corner to return to the Group conversation.

How do I leave a Group?

Note: Group details (members, name, etc.) can be edited and accessed by any user who is a part of a Group.

To leave a group on TigerText for iOS:

  1. Log in to your TigerText account from your mobile device with your TigerText account credentials.
  2. Swipe to the left on the Group you wish to leave.
  3. Tap Leave.
  4. You will be asked to confirm leaving the Group. Tap Yes if you wish to leave.
    1. NOTE: Tapping this will prevent you from receiving any future messages from the group. 
  5. You have now been removed from the Group. In order to be re-added to the Group, contact a member of the Group and have them re-add you.

Alternatively, you can leave a group by tapping on the Group Settings button in the upper right-hand corner, scroll to the bottom of the page and tap Leave Group. A prompt does appear here to confirm if you wish to leave the Group or not.

 

How do I edit a group name?

Created Groups will already have been named. The directions below will show you how to change the name of a Group after its creation. A Group name change will be instantly enacted for all users within the Group.

To edit a group name on TigerText for iOS:

  1. Log in to your TigerText account from your mobile device with your TigerText account credentials.
  2. Search and tap on the desired Group you wish to edit.
  3. Tap the More button (3 vertical dots in upper right-hand corner).
  4. Tap the existing name (directly below the Group Settings heading), and select and rename the Group.
  5. Tap left-facing arrow in the upper left-hand corner to return to Group and save the newly created Group name.

iOS - Log In

I was already given a password, why is TigerText asking me to create a password?

When you begin the login process on TigerText, if you are prompted with the following screen to create and confirm a new password, please reach out to TigerText or your facility’s IT staff first to ensure you are using the correct username and password, and that you have an account provisioned for you in TigerText. Proceeding with creating a new account and password may cause messaging issues.

IMG_1224

In most cases, a TigerText account has already been created for you and there is no need to sign up for a new TigerText account.

To confirm your username/email, TigerText can be reached at the following:

  • Phone: (650-564-4722)
  • Email: prosupport@tigertext.com

How do I log in on my mobile device?

To log into TigerConnect for iOS:

  1. After downloading TigerConnect, tap the TigerConnect icon (white icon with a clover) on your iOS device’s home screen open the application.
  2. Enter your Username or work email.
  3. Enter your password.
  4. Tap Activate This Device.
  5. On the New Message screen tap the green Send button.
  6. Confirm your first and last name and add an avatar if you wish, then tap Start Messaging.
  7. Tap Allow Notifications, then tap Allow.
  8. Tap Allow Access, then tap OK.

Note: If you have already been provided with a username or email address to log into TigerConnect, and are prompted to create a new password, return to the previous screen by tapping Back and ensure you have properly entered your facility username or email address. Your password will likely be a previously used network password or one provided to you by your facility’s IT staff. Please defer to your facility’s IT staff if unsure.

Finally, if you cannot remember your username, please contact your TigerConnect administrator (typically a member of your organization’s administration or IT staff). If you are unable to reach a resource on-site, feel free to email TigerConnect Client Care at prosupport@tigerconnect.com or contact us by phone at (650) 56-HIPAA | (650) 564-4722 for further assistance.

What is my username?

Your Username is typically an email address provided by your facility’s administrator. This may be your email address, or a facility-specific username scheme.

It may also be a network login used to sign in to your work email or login to access your work computer.

If you are unable to recall your username, or are having difficulty logging in, please reach out to either TigerText Client Care at prosupport@tigertext.com or contact a member of your facility’s IT or Administrative staff for assistance with locating your TigerText username.

What is my password?

You may have received a communication with your username and password by a member of your facility’s IT or Administrative staff. You will have been setup with a default password.

Your login and password may be the same as those for your facility’s network login. Passwords are a minimum of 6 characters (alphanumeric and special characters accepted) and are case sensitive.

If you are unable to reset your password from within the TigerText iOS Mobile App, please contact your administrator or help desk in order to reset your password.

How do I change my password?

NOTE: TigerText requires the minimum when changing/updating your password:

  • Minimum 8 characters
  • One capital letter
  • One special character (!,@,#,$, etc.)
  • One number (0-9)

To change your password on TigerText for iOS:

  1. While logged into TigerText the lower banner, tap Settings.
  2. Tap Change Password.
  3. Enter your Current password, then your New password and confirm the new password. The password must be 6 characters in length and is case sensitive.
  4. Tap Done to complete new password creation. You will be greeted with a message saying your password was successfully changed, if there are no errors with your password.

If you are having any difficulty changing your password using these methods, please contact TigerText Client Care by email at prosupport@tigertext.com or by phone at (650) 564-4722.

Do I ever need to log out?

No, you don’t need to log out, unless you are experiencing issues with the TigerConnect application. Even if you lose power, when your phone is re-charged or re-started you will remain logged into the TigerConnect application. Staying logged in ensures you are receiving TigerConnect messages in a timely fashion.

iOS - Data Usage and Battery Life

How can I preserve battery life on my device while using TigerConnect?

A smartphone’s display is typically the biggest drain on a battery. However, there are a few things that you can do to help preserve the charge you have.

Auto-Lock/Screen Timeout

A screen that is left on and is not sent into “sleep” mode (turning off the screen by pressing the phone’s power button), is going to drain the battery. In order to help preserve the life of your battery, set your phone’s settings accordingly. The longer the time to screen timeout, the more battery will be drained.

To change your iOS device’s Auto-Lock time, do the following:

  1. On your iOS device’s home screen, tap Settings
  2. Tap General.
  3. Tap Display & Brightness.
  4. Tap Auto Lock.
    1. This can be set to 30 seconds, 1, 2, 3, 4, 5 Minutes or Never.

3G/4G/LTE and Wi-Fi

Your phone is constantly searching for towers and connections when 3G, 4G, LTE or Wi-Fi are turned on. You can help preserve battery by turning on Wi-Fi and connecting to a local wireless network (if available).

If your device is utilizing 4G and LTE, this can drain your device’s battery faster than 3G. If you notice a significant drain on the battery, consider turning 4G/LTE off. Your connection may be slower when using more heavy browsing (image uploads/voice memos) but you will conserve more battery power this way.

GPS

GPS is one of the largest drains on a smartphone’s battery, next to the screen display. If you have an app that requires GPS location (navigation/map/geotagging), your phone will be searching to find a satellite signal, and that requires a considerable amount of power from your phone’s battery.

Note: TigerConnect does utilize location services on your device only when sending your location within a conversation. However, if you are noticing a significant decrease in battery life, be mindful of GPS-heavy apps (i.e. – iOS Maps). Changing these settings will disable GPS, and will not allow your phone access to apps that require it.

To disable GPS for specific apps on your iOS device:

  1. From the iOS device’s Home screen, tap Settings.
  2. Tap Privacy. 
  3. Tap Location Services
  4. From here, select devices that utilize GPS, and disable Location Services for that app by selecting OFF.

How much data does TigerConnect use on my device?

The TigerConnect mobile application has been designed to limit battery drain and data usage for our Secure Messaging customers. Regardless, the more you use your device, the more you will use your battery and data. If messaging with TigerConnect is causing you to become more active on your device, you may in turn notice that your battery life is diminishing faster.

Most users will not notice any extra data usage as each message is around 1Kb. It takes 1,024 Kb to equal 1Mb. This means you would need to send 1,024 messages per month to use 1 MB.

If your organization is sharing large files (e.g. – videos, large documents, audio files) TigerConnect will attempt to compress these, however, it is recommended your device is connected to Wi-Fi as often as possible in order to conserve data as well as to ensure faster, consistent delivery speeds when uploading files and images.

NOTE: If your device is connected to a Wi-Fi network, TigerConnect will not use data from your cellular plan. This is especially useful for those with monthly data caps.

iOS - Files and Images

Can I send documents via the TigerText Mobile Application?

Yes. TigerText allows users to send documents via the Add File function within TigerText. However, these files can only be opened. TigerText for iOS does not allow you to make any edits to a document.

Click here to find out how to send files within TigerText for iOS.

Can I send photos or videos via the TigerText Mobile Application?

Yes and No.

TigerText allows users to send existing photos (Camera Roll) and new photos (Camera) from iOS.

Existing videos (Camera Roll) are currently unable to be sent within TigerText on iOS. However, you can take new videos within the application by tapping Send Photo, then sliding to the left to Video.

Larger format files like DICOM are not supported on any TigerText platform.

Can I send multiple files at once from the iOS application?

No. Currently, files can only be sent one at a time on TigerConnect for iOS.

Can I download files and images sent to me on TigerConnect?

By design, TigerConnect does not allow you to download documents, files or images from TigerConnect for iOS. However, you can view attachments.

How do I send a file, image or video from TigerText?

To send an image in TigerText for iOS:

  1. Log in to your TigerText account from your mobile device with your TigerText account credentials.
  2. Select the person to whom you wish to send an image to by searching for them in your Inbox or company Directory.
  3. Tap the Attachment button to the left of the message box (paper clip icon).
  4. Select either Take Photo or Video or Choose Existing.
    • Take Photo or Video will open your iPhone’s Camera app, allowing you take a new photo or video from within TigerText (NOTE: photos and videos taken within TigerText will not be saved to your iOS Photos app, nor are they stored locally within the TigerText application.

      • Once you have taken the desired photo, tap Use Photo.
      • Once you have taken the desired video, tap Use Video.
    • Choose Existing will open your iPhone’s Photos app and allow you to send a pre-existing photo.
  5. If Send Photo is selected, feel free to add text and tap Send.

To send a file or image in TigerText for iOS via ‘Add File’:

NOTE: TigerText for iOS allows you to send files from the following services: iCloud Drive, Google Drive, Box, Dropbox, Microsoft OneDrive, and Quip. In order to utilize these services in TigerText, you will need to download the application to your device, and be signed into the desired application in order to utilize the Add File feature.

  1. Log in to your TigerText account from your mobile device with your TigerText account credentials.
  2. Select the person to whom you wish to send an image by searching for them in your Inbox or company Directory.
  3. Tap the Attachment button to the left of the message box (paper clip icon).
  4. Tap Add File.
  5. If your desired storage service is not selected, please tap More, to enable access.
  6. Once your desired service is enabled, search through your selected service’s file structure to locate the file you wish to add.
  7. Tap the desired file or image.
    1. This will automatically place the selected file or image within your text input box.
  8. You can add accompanying text to send along with the file or image.
  9. Tap Send.

What types of files can be sent?

CURRENTLY ACCEPTED MICROSOFT OFFICE TYPES:

  • Word (.doc, .docx)
  • Excel (.xls, .xlsx)
  • Powerpoint (.ppt, .pptx)

PHOTOS:

  • .jpg
  • .png
  • .gif

Other accepted formats:

  • .pdf
  • .wav
  • .mp3
  • .mov

iOS - Installation

How do I install the TigerText mobile app?

To install TigerText on your mobile device:

  1. Go to http://tigertext.com/download within your mobile device or desktop web browser and click the link for the Apple App Store.
  2. Go to App Store for Apple (iOS) devices.

Note on iOS: Apple requires an Apple ID account to download applications on iOS devices. You will need to sign up for an account in order to download TigerText. If you do not already have an Apple ID, please click here to sign up for an Apple ID. Once successfully created, return to the App Store within the device you are going to be using TigerText and complete the above steps to download TigerText. To begin downloading, you will have to sign in with your newly created Apple ID and password and confirm your Apple ID. iOS Note: TigerText is only supported on the two latest public releases of iOS.

  1. Open the App Store (iOS – iPhone/iPad/iPod Touch)
  2. Tap Search.
  3. In the Search bar, type tigertext
  4. Tap the blue Search button in the lower right-hand corner.
  5. You will see an entry that says TigerText Secure Messenger App. It is a red icon with two lowercase t’s. This is the application you will be downloading.
  6. Tap GET, then INSTALL (If previously installed, a cloud icon with a downward facing arrow will appear – tap this also to download).
  7. The App Store may ask for your Apple ID password (or TouchID if enabled on an iPhone 5s or newer).
    • Don’t know your Apple ID or Password? Click here.
  8. After successfully entering your password, remaining in the App Store, the application will begin the download process. A progress circle will appear in the place of the INSTALL button to show you where you are in the installation process.
  9. Once the application has finished downloading, you will see OPEN in the place of the progress circle. Tap OPEN to enter the application.

After the download completes, you can also return to your iOS device’s home screen and tap on the newly downloaded TigerText application to begin using the application.

How do I turn on notifications for my device?

During the installation process, Apple (iOS) users will be asked to allow push notifications. Please agree to receive push notifications on your device. These will alert you to new TigerText messages. If during the initial installation period you elected to not receive push notifications, do the following:

  1. Go to your iOS device’s Settings.
  2. Tap Notification Center (iOS 7) or Notifications (iOS 8)
  3. Scroll down and tap on TigerText.
  4. Choose either Alert Style (Banner or Alert), ensure that Badge App Icon, Sounds and Show in Notification Center are turned on.

You should now be able to receive notifications on your device. Additionally, ensure that your device is not in Vibrate/Silent mode. If enabled, the vertical button above the iOS device’s volume button will be showing orange and your device will not provide you with an audible notification. There will be either a vibration, or no sound at all.

How do I know if I’ve successfully installed TigerText on my mobile device?

On your Apple (iOS) device, the TigerText icon is red and white with two lowercase t’s (see below). If successfully installed, it will appear on your iOS device’s home screen. 

ttlogo_appstore

iOS - Logging Out

Do I ever need to log out?

No, you don’t need to log out, unless you are experiencing issues with the TigerConnect application. Even if you lose power, when your phone is re-charged or re-started you will remain logged into the TigerConnect application. Staying logged in ensures you are receiving TigerConnect messages in a timely fashion.

How do I log out?

NOTE: This applies only to the latest TigerConnect versions. If you are using a version of TigerConnect that does not follow these steps, please upgrade to the latest version. TigerConnect will remain logged in until you wish to be logged out. If you just wish to suspend messaging for a short period of time while out-of-office, you can turn on Do Not Disturb. This allows you to set an out-of-office response and temporarily halts all incoming audio notifications and badges and alerts from TigerConnect. You are then able to turn Do Not Disturb off and begin to receive notifications again once returning to the office. This is different than iOS’ Do Not Disturb functionality, which turns off notifications for all applications and services on your iOS device.

To log out of TigerConnect for iOS:

  1. While logged in to the TigerConnect application, tap Settings in the lower banner.
  2. Tap Logout.

iOS - Messaging

How do I find and send a message to a coworker?

The TigerConnect application allows users access to multiple organizations. You can only message with users in the organization that the administrator has added you in to.

TigerConnect will keep your conversations organized from newest to oldest. You can also scroll down on your device to manually search for a coworker within your organization’s roster, or do the following:

To find a coworker, and send them a message on TigerConnect for iOS:

  1. Ensure you are logged in to your TigerConnect account on your mobile device.
  2. From the TigerConnect conversations list, you have a few choices:
    1. Tap Inbox. This will contain previous and existing conversations. Users can be searched by name by pulling down to reveal the Search bar. If you cannot find a user here, move to the next item.
    2. Tap Directory to view all users within the organization. Here you can:
      1. Scroll through the list for the desired user – OR –
      2. Pull down and reveal the Search bar, tap to begin entering text. You can search for the user quickly by First or Last name.
  3. Tap on the input box at the bottom of the conversation and begin typing your message (A keyboard should appear).
  4. Tap Send.

How do I know I have received a message?

On iOS, you will receive a “push notification” on your device to let you know you have received a TigerConnect message. This comes in the form of an audible ringtone and a visual notification.

  • App Icon Badges (appears over the TigerConnect clover icon on your iOS’ Home Screen)
  • Banner notifications (top of screen)
  • Lock Screen Alerts

New messages can be accessed in the notification bar at the top of your iOS device’s screen, while the screen is turned on, by pulling down from the top of your device’s screen and tapping on the available notifications, or tap on the TigerConnect app icon on your Home Screen to open the app and view your new messages.

Repeat Push Notifications

Repeat Push Notifications are a feature of the TigerConnect mobile application that sends a persistent notification to the user’s device until the message is read. When Repeat Push Notifications are turned ON, a repetitive notification is sent after the user’s phone AND TigerConnect application are inactive for 2 (two) minutes or longer. If the initial notification is sent to the device after the 2 minute timeout, a notification will repeat 10 (ten) times, every two minutes, until the message is Read. 

Note: If any message is sent within the 2 minute timeout period, the repeat push notification does not occur.

Delivery Escalations

Delivery Escalation is a feature of TigerConnect that allows users in areas of low to no connectivity to receive notification of new messages via SMS.

When Delivery Escalations are turned on, an SMS message is sent to the phone number attached to a user’s TigerConnect account when they are logged in to the mobile device only and a message remains in Sent status for 5 (five) minutes. SMS is used, as messages sent via SMS can be received in cases of low data connectivity (SMS charges may apply).

Fast Deploy

Messages that are sent from TigerConnect to users that are not logged in to TigerConnect are received by a service called Fast Deploy. Fast Deploy is a secure way to communicate with anyone in your organization’s corporate network, whether or not they are logged in to TigerConnect.

When a user is logged out of TigerConnect, a secure message link will be sent via email and/or SMS (either will have to be enabled by an Administrator in their TigerConnect account to receive a Fast Deploy). The link can then be clicked and opened within your iOS device’s web browser.

NOTE: While logged out, users can reply to Fast Deploy messages that are sent directly to them once, however, new messages cannot be initiated until the user logs into TigerConnect. Additionally, Fast Deploy messages are single-view only. If the message is viewed from the email/SMS link a second time, they will receive a message stating the message was previously read.

How do I know a message has been sent?

A message is assumed to be Sent as soon as the user clicks or taps “Send” on their iOS device. On the mobile application, if a message is not successfully sent (typically a result of poor connectivity in the area the message is being sent), you will see a “Tap to resend” or “Send Failed” message on iOS.

When a message has been Sent on iOS, you will see the word ‘Delivered’ in blue in the lower right-hand corner of the message.

If you are connected to either data (3G/4G/LTE) or WiFi, and do not see a message status update at the bottom right-hand corner of your sent message where you normally see the Delivered or Read statuses, this typically means that the user is not currently logged in, or the user is in a poor connection area.

Keep in mind, if a user is not logged in to the TigerConnect app, their messages should be delivered by Fast Deploy via email or SMS text message. These messages are secured behind a link, and once opened are sent securely on your device or computer’s web browser. Additionally, if a user is logged in and unable to receive messages in a timely manner, talk to the TigerConnect administrator for your facility (typically an IT staff member or office administrator) about Delivery Escalations.

How do I know a message has been delivered?

Each message that has been sent will provide you with a status on the bottom right corner of the message.  If the status displays as Delivered, the message has been sent and received to the recipient’s device, but the message has not been opened and its entire contents viewed.

When a message has been Delivered on iOS, you will see the word ‘Delivered’ in blue in the lower right-hand corner of the message.

How do I know a message has been read?

Each message that has been sent will provide you with a status on the bottom right corner of the message. When a message has been Read on iOS , you will see the word ‘Read’ in green in the lower right-hand corner of the message. This assumes that the user has opened the message, and viewed the contents of the message.

Will a person receive my TigerConnect message(s) if they are logged out or in a poor connection area?

Yes. There are two available methods that help ensure message delivery on TigerConnect:

Fast Deploy

Messages that are sent from TigerConnect to users that are not logged in to TigerConnect are received by a service called Fast Deploy. Fast Deploy is a secure way to communicate with anyone in your organization’s corporate network, whether or not they are logged in to TigerConnect. When a user is logged out of TigerConnect, a secure message link will be sent via email and/or SMS (either will have to be enabled by an Administrator in their TigerConnect account to receive a Fast Deploy).

The link can then be opened on your computer’s web browser, as well as any smartphone with a web browser. This is a great way to be able to send messages to users that are using Blackberry and Windows phones, which do not have a native TigerConnect application.

NOTE: While logged out, users can reply to Fast Deploy messages that are sent directly to them once, however, new messages cannot be initiated until the user logs into TigerConnect. Additionally, Fast Deploy messages are single-view only. If the message is viewed from the email/SMS link a second time, they will receive a message stating the message was previously read. 

Delivery Escalation

Delivery Escalation is a mobile-only feature of TigerConnect that allows users in areas of low to no connectivity to receive notification of new messages via your device’s phone number through SMS.

When Delivery Escalation is turned on, an SMS message is sent to the phone number attached to a user’s TigerConnect account when they are logged in to the mobile device only and a message remains in Sent status for 5 (five) minutes. An SMS is then sent, as messages sent via SMS can be received in cases of low data connectivity.

How do I recall a message?

To recall a message within TigerConnect for iOS:

  1. Long-tap (hold for approximately 2-3 seconds) on the message you wish to delete until you see a horizontal list of options.
  2. Tap Recall.

NOTE: After the message has been recalled, it is removed from your device, the recipient’s device and from the server. TigerConnect DOES NOT retain any messages in any form unless Archiving is turned on for your organization. These messages cannot be retrieved and placed back in the conversation once removed. Additionally, messages can only be recalled from both devices by the sender. In order to remove received messages, you will need to delete each individual message, or delete the conversation from your TigerConnect Inbox.

Can I forward a message to another user?

Yes. Messages can be forwarded to an individual user, Group or a Broadcast list.

To forward a message, do the following:

  1. On the message you wish to forward, hold your finger down on the desired message for 1-2 seconds.
  2. You will be presented with a horizontal list of options, simply tap Forward.
  3. Search for the users of which to forward the message.
    1. You can either search for the users manually by scrolling through the contacts list, or you can type the user’s name in the Search bar.
    2. Tap or click the user’s name.
      1. Repeat this as often as needed until all desired users are selected.
        1. Note: you can only select one group at a time to forward a message currently on iOS.
      2. Tap Forward to forward the message to the selected user(s).

    The name of the user the message was forwarded from is included at the top of the message. For users with multiple organizations: Currently, messages can only be forwarded within the originating organization. (e.g. Dr. Jones in Hospital 1 cannot forward a message to Dr. Moore in Hospital 2).

What does Message Lifespan mean?

Message Lifespan is the length of time a message will remain in a TigerConnect conversation before it is deleted on both the sender and all recipient’s devices. This applies to individual conversations as well as Group messages. For example:

  • Your message lifespan is 2 days and you send a message to a coworker at 2:00 PM on Friday.
  • Your coworker receives the TigerConnect message to their device, but does not open the message to mark it as ‘Read’. Your coworker then opens TigerConnect after 2:00 PM Sunday – the message is no longer visible to them.
  • The message will be deleted from your device, the receiver’s device, and the server and is no longer in TigerConnect.

Keep in mind – If the recipient does not open and read the message within the message lifespan, the message is no longer accessible after it expires.

Can I retrieve an expired message?

There is no way to retrieve an expired message – it is gone forever unless your organization has added message Archiving to their TigerConnect service. To find out if your organization is utilizing Archiving for TigerConnect, contact your organization’s TigerConnect Administrator or TigerConnect Client Care at (650) 564-4722, M-F, 5:30 am – 5:30 pm PT or Sat/Sun, 8:00 am – 5:00 pm PT. Alternatively, if your organization is utilizing Premium Support, you can contact us 24 hours a day via your organization’s Toll-Free number.

iOS - Supported Devices

Which iOS devices are supported by TigerText?

Supported devices include iPhone, iPad, iPad mini, iPod Touch. Specific device and operating system (OS) requirements are detailed below.

Apple (iOS)

TigerText supports the two latest general release versions of iOS for Apple devices. TigerText does not support iOS Public or Developer Beta builds.

Supported devices:

  • iPad 2, 3, 4
  • iPad Air 1, 2
  • iPad Mini
  • iPad Mini 2 and 3 (with Retina Display)
  • iPhone 4 and newer
  • iPod Touch 5th Generation

iOS - Troubleshooting Tricks & Tips

I can’t seem to send or receive a message on my mobile device.

From time to time, messages in TigerText may appear to be delayed, or not appear to be able to be sent or received. This can be a result of multiple issues. Use the following sections to help troubleshoot Message Delivery Delays.

Delete on Read
  • Ensure that Delete on Read is not turned on in your TigerText account. If messages you have Delete on Read turned on your account and the user reads your message, the message will disappear after 60 seconds. This message will be irretrievable after this time period expires.
Message Lifespan
  • If either the sender or the recipient’s message lifespan is set for a short period of time, the message may not be read. The recommended message lifespan is 2 days to allow ample time for messages to be read by the recipient. Please ensure this is set accordingly. NOTE: This is set by your administrator. Contact your TigerText/IT administrator to request a possible change to this setting on your account.
Wi-Fi Connectivity
  • If you are in an area with strong connection, or are moving within the confines of a strong Wi-Fi connection (e.g. – your home, or a small office), it is better to remain connected to Wi-Fi, as it is traditionally a more reliable connection in cases where the user is stationary.
  • If the location in the facility or building you are in is experiencing slower than normal Wi-Fi, simply wait and move to a location with a stronger Wi-Fi signal to begin sending and receiving messages.
  • Wi-Fi on most mobile devices will turn off when the device’s screen goes to sleep.
  • Lastly, you will also need to “forget” any unauthorized networks. This is also found in the Settings section of the Device. Not doing so can allow you to connect to a possible unsecured network, or a network that requires further login/authentication/terms of use acceptance. Your device may be showing full bars in the WiFi signal, but without further authentication, you may have no connection to the internet to access TigerText.
  • Changing the screen timeout period to a longer period of time (5-10 minutes) can help prolong your connection to Wi-Fi if the 3G/4G/LTE connection is poor.
Data Connectivity
  • 3G, 4G and LTE tower availability varies depending on your area. Check with your cellular provider directly or on their website to see available network towers in your area. If there are none, please attempt to connect to Wi-Fi to receive messages.
  • Your phone may be capable of 4G/LTE, but you may not have a strong connection to 4G/LTE towers. In this case, turning 4G/LTE off may help any issues in message delays. This is often found under Network (iOS) in your Settings.
Wi-Fi/Data “Dead Zones”
  • These are zones of service where both Wi-Fi and/or data are inaccessible. These often occur in areas below ground or your device is on the edge of a Wi-Fi network. You will appear to be connected to data or Wi-Fi, but the reality is that the signal is not strong enough to connect you to TigerText.
  • Your location in a building, as well as the materials the the building is comprised of can affect your device’s connectivity. If the WiFi network you are connected to may be travelling through several walls, and can cause connection issues. If you are even a few floors underground, or are centrally located inside a large facility, your device’s data connection may be limited, and you will likely have to rely on Wi-Fi.
Possible Delays in TigerText Service
We will make every effort to ensure a seamless experience for users when properly connected to a data or Wi-Fi network. However, if your device is connected to a strong data or Wi-Fi connection and you are still experiencing messaging issues with TigerText on the mobile app or the Web Console, please contact TigerText Client Care.
TigerText’s Client Care team can be reached at the following:
  • Phone – (650)564-4722
  • Email – prosupport@tigertext.com
  • TigerText – TigerText Admin user

I am getting messages on my mobile device – but no alerts.

In order to receive messages to TigerText, please ensure that notifications are enabled correctly on your device. Please attempt the following. If you are still unable to resolve the issue after attempting these steps, please contact TigerText Client Care at prosupport@tigertext.com for further assistance.

During the installation process, Apple (iOS) users will be asked to “accept or allow” push notifications. Tap Allow. Without notifications enabled, TigerText will not be able to provide audible and visual notifications of new messages to your iOS (two most recent public releases are supported) device.

If you tapped “Don’t Allow” and wish to enable notifications, please do the following on iOS:

  1. Tap Settings on your iOS Home Screen
  2. Tap Notifications (Notification Center on older versions of iOS (Version 7)).
  3. Scroll down to the TigerText entry and ensure the following are enabled:
    • Show in Notification Center
      • Tap to select, then choose between No Recent Items or 1, 5 or 10 Recent Items for each of your applications where Notifications are enabled.
    • Sounds
    • Badge App Icon
    • Show on Lock Screen
    • Alert Style: Select either Banners or Alerts.
  4. Tap Back to save changes.

You should now be able to receive notifications on your device. Additionally, ensure that your device is not in Vibrate/Silent mode. If enabled, the vertical button above the iPhone, iPad and iPod Touch’s volume button will be showing orange. Your device will not provide you with an audible notification, either a vibrate, or no sound at all.

I’m still having issues, who can I contact?

In instances where any of the available solutions provided in this FAQ do not assist you with your issue, you can contact the TigerText Client Care team in the following ways:

When reaching out, please provide as much detail as possible and be prepared to provide for further investigation:

  • Details of your issue
  • First and last Name
  • Your organization
  • Your facility’s email address and/or your mobile phone number

iOS - Upgrades

How do I upgrade the TigerText mobile app?

Please check the Apple App Store to make sure you have the most recent version of TigerText. Upgrading to a new version of TigerText, when one is available, will allow you access to new features and bug fixes to the application.

iOS has the option to automatically upgrade applications and can be found in your iOS Settings (on your iOS device’s Home Screen):

  1. Tap Settings.
  2. Tap iTunes and App Store
  3. Tap the ON button for Apps.

This will allow TigerText and any other apps on your device to be automatically updated when an update is available in the App Store.

Do I need to log out to upgrade?

No, you do not need to log out to upgrade your version of TigerText.

Your phone will either update automatically (if you have set your phone up to do so) – OR – from your device’s app store’s Update section, you may select the upgrade option in your device’s app store to complete the upgrade. You will immediately be able to send and receive messages.

If you experience any issues once the application has updated, it is recommended however, to log out and back in to the application. Please contact TigerText Client Care at any of our available points of contact if you have any further questions:

  • TigerText: TigerText the ‘TigerText Admin’ user
  • Email: prosupport@tigertext.com
  • Phone: (650)564-4722

iOS - Wi-Fi

Does TigerText work over Wi-Fi?

Yes, TigerText will send and receive messages over a Wi-Fi network or over the mobile data connection. It will default to previously connected Wi-Fi connections first. Unless specifically instructed not to, you should be able to use the primary Wi-Fi network at your place of work. Your home Wi-Fi should work as well.

Guest Wi-Fi networks and Wi-Fi networks with weak, unreliable connections may cause message delays. If you feel this is the case, turn Wi-Fi OFF on your device. Please also go to your device’s settings and turn OFF Ask to Join Networks. This is recommended and will keep you from connecting to unintended Wi-Fi networks that may have weak or unreliable connections, or that require further authentication.

Lastly, it is recommended to “forget” any unauthorized or previously connected networks. This can be found in the Settings section of your device under Wi-Fi:

To forget a Wi-Fi network on iOS:

  1. Tap Settings
  2. Tap Wi-Fi.
  3. Tap the Guest, Public or trouble Wi-Fi network.
  4. Tap Forget Network.

This will prevent your device from automatically connecting to networks that may cause issues within messaging on TigerText.

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