In most cases, an outdated app version is the problem. Please make sure that you always have the latest version installed on your mobile device.
Find out which version is installed on your device
Tap on the question mark in the app. In the lowest box you will see the app version. If this box is green, you have the current version installed. If the box is blue, your version is out of date and has to be updated. If you click on the included link, you will be redirected to the update option. You can also follow the steps below.
If your question mark icon has a red dot, it is another indication that your version is out of date.
Updating app on Apple devices
On your mobile device go to the App Store. Search for the docu tools app by using the search function. If a new version is available, you can click "Update". Alternatively, you can click on your user screen/initials and open your account. Drag down the screen to refresh the view. Below the "Personal Recommendations" you will see all the available updates. Now you can either install all available updates of all listed apps right away by tapping "Update All" or find the docu tools app in the list and update only it.
Updating app on Android devices
On your mobile device go to the play store. Search for the docu tools app by using the search function. Click on the "update" button.
App still does not work
Please submit a service ticket and describe the error as accurately as possible. Our service team will be happy to help you.