iOS – FAQs

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 - 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 - 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 - 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 - 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 - 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 - 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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