Troubleshooting Technical Issues

We built Spike to be powerful, yet simple. However if you run into any problems, you can contact Spike Support or read through our troubleshooting tips for answers to the most common questions that we are asked

Clear your cache to resolve common app issues

If you’re seeing an issue with Spike but don’t want to immediately contact support, you can try clearing your App Cache to resolve it. Don’t worry, these files will be replaced automatically the next time you use Spike.

 

Mobile:

 

Enter your Spike Settings->Advanced->Cleanup. This can also be performed through your device settings on certain devices.

 

Windows:

 

Go to C:\Users\YOUR_USERNAME\AppData\Roaming\Spike and delete the Spike folder. If you are unable to see the AppData folder then you will need to show ‘hidden files’ first.

 

Mac: 

Go to Library->Application Support->Spike

If you installed Spike from the App Store, go to Library->Application Support->Containers, then remove: “com.pingapp.app”

Is Spike draining my battery?

If you notice some battery drainage – Don’t worry! This is only due to the initial syncing process. Once the sync has been completed, you should not notice any battery issues. The first time you connect your account to Spike, all your messages are fetched from your provider.  The time it takes to sync depends on the number of accounts you added, the number of messages on each account, and the speed of the connection you are on. This process usually is completed within a few hours.

How do I connect an iCloud email account?

Most iCloud accounts require an app-specific password in order to login to a third-party email app. Apple uses this technology to protect accounts from unauthorized access.

  1. Login to your iCloud account (on your web browser, go to Apple’s account management page)
  2. Select Security -> App Specific Password -> Generate Password
  3. Use the generated password along with your primary Apple ID email to log into Spike
  4. Once logged in, we must identify 4 specific folders: Inbox, Sent, Trash, and Archive to fully connect the account. This step must only be performed once for an account.

 

How to connect Microsoft/Exchange/O365 Accounts

Since Spike is recognized as a Third-Party app by Microsoft, certain accounts that use their authentication methods may require extra steps in order to connect to Spike. It may be as simple as  approving Spike’s login through your Microsoft Account directly.

 

If you have Two Step Authentication, or 2FA, you’ll have to create an app-specific password:

  1. Log in to your Microsoft Account
  2. Approve generate an app-specific password
  3. Log in to Spike using your new app-password instead of your usual password

 

👉  Need more help? Try this in-depth walkthrough and contact us at chat@spikenow.com for more help

Which Ports does Spike support for IMAP accounts?

If you are logging in with a custom IMAP account, you’ll have to use Spike’s secure ports:

 

  • IMAP/Incoming Mail Port 993
  • SMTP/Outgoing Mail Port 465 or 587

 

We currently do not support POP3 accounts.

 

👉 Not sure about your what should go in your Advanced Settings? Contact your email provider to retrieve them, and include them in your message to us so we can offer further assistance.

How to use an email alias on Spike

When first connecting any account to Spike for the first time, you are required to use your original email address, not the alias address. Once you’ve connected your account to Spike, you can add your alias address via the settings section for that account, as shown below:

**If you don’t add the original address first, you may not be able to send or receive messages 

 

Mobile

  1. From the main menu, tap on settings
  2. Select the email account to which you’d like to add an alias
  3. On the bottom is an ‘Aliases’ section where you can add your alias address

Desktop

  1. From the main menu, select on settings
  2. Select the email account to which you’d like to add an alias
  3. On the bottom is an ‘Aliases’ section where you can add your alias address

How to resolve “wrong password” errors

Are you seeing “wrong password” but you’re sure you entered it correctly?

These errors often affect accounts with two-factor authentication enabled (2FA). 2FA is often enabled by default, but can be disabled, for many email providers such as Gmail, Microsoft, iCloud, AOL, Yahoo, IONOS, and others.

 

If you’d like to keep 2FA enabled, you may have to create an app-password. These are created differently depending on your provider so shoot us a message for help with your specific account.

How to connect missing Labels on Gmail 

Can’t find some of your Labels in Gmail or Google account? You may just need to enable them through your Gmail Inbox:

  1. Log into your Gmail Inbox
  2. Go to Settings settings icon-> See all settings
  3. In the “Labels” tab, select “Show in IMAP” for each Label that doesn’t appear in Spike
  4. Save these settings and wait up to 24 hours for them to sync into Spike, then find them in the main menu as Tags

 

In rare cases, these same settings can stop your Google account from connecting entirely. If this happens, make sure you have set “show in IMAP” for all of the following Labels: All Mail, Sent, Inbox, Spam and Trash. You may also have to sign out of any other accounts that are connected to your browser and login again.

 

👉 Still having issues? Contact us: chat@spikenow.com

Can I use Spike’s Android app on a Chromebook?

When using Chromebook we recommend Spike Web, where you’ll have the same features of the desktop app right inside your browser. We do not currently support Spike’s Android app on a Chromebook and doing so can lead to a number of errors

Contact Spike Customer Support

Couldn’t find your answer here? Luckily, our email is conversational, and so are we! We’d love to chat and hear your feedback, suggestions or questions, just shoot us a message at chat@spikenow.com

You can always do this later in a couple of taps (or clicks) through the Talk to Us button at the bottom of the main menu:

 


We hope this was helpful!
If you go through these steps and still have trouble, shoot us an email and we’ll be happy to help 😎

chat@spikenow.com