Troubleshooting and FAQs

Troubleshooting

I'm unable to login to the HOP Dashboard

If you’re unable to login to the HOP Dashboard, please check the following:

Confirm you are logging in to the correct HOP Portal URL (https://portal.insightus.com.au)
Confirm your user credentials are correct. You will need to use the email address registered with the HOP Portal and the correct password. If you have forgotten your password, please click here to reset it or contact your account administrator.

I'm unable to login to the HOP Mobile App

If you’re unable to login to the HOP Mobile App (either Android or iOS), please check the following:

Confirm you are logging in to the correct HOP Mobile App. Links to download the apps are available in the FAQ below.
Confirm your user credentials are correct. You will need to use the email address registered with the HOP Portal and the correct password. If you have forgotten your password, please click here to reset it or contact your account administrator.

If you are still unable to login after confirming that you’re using the correct HOP Mobile App and credentials:

Ensure your mobile device has an active network connection. While the HOP Mobile Application does have an offline mode, user authentication requires an active internet connection.
If on Android, please make sure the default browser is Google Chrome. Other default browser may prevent the HOP Mobile Application from transmitting the login credentials.
Ensure you are on the latest version of the HOP Mobile Application. This can be checked via the HOP Portal or on Google Play and the App Store

The HOP Mobile App is asking me to grant access to phone permissions

The HOP Mobile Apps require certain permissions to work correctly. As a result, users who have not granted the correct permissions are prevented from using the Apps. If you are seeing the below screen, please click the Grant Permissions button and allow the requested permissions.

FAQ

I'd like to try the HOP Portal, are trials available?

Trials of the HOP Portal are available! We like to work individually with each trial user to make sure they’re getting the most out of the platform. Please contact us at sales@insightus.com.au to set up a trial.

Where can I download the HOP Mobile Apps?

The HOP Mobile Apps are available on the Google Play Store and Apple App Store from the following links:

Both Apps require authentication to login before they can be used. If you are not a current user of the HOP Platform and would like to try the Apps, please contact us at sales@insightus.com.au.

How is data collected on the HOP Portal stored?

Data that is collected within the HOP Portal, i.e. either using the HOP Mobile Apps or the HOP Dashboard, is stored securely on our cloud-based infrastructure. To maintain maximum security and ensure favourable data residency, Insightus currently makes use of servers located within Australia for both storage and processing.

I'm an existing customer, but I'm not sure how to customise the HOP Portal to suit my needs

No worries! We offer subject matter expert support to all existing customers. So whether you want to explore alternative ways of building Templates & Jobs, or just want help with user setup, we’re there for you. Please contact your account manager or our support team at support@insightus.com.au.

My question isn't answered here, where else can I go for help?

If you’re unable to find the answer to your question on this page or within the learning documentation, please contact us at support@insightus.com.au.