Hey Everyone,
I am a sitter. Several welcome guide pages have stopped loading. I’ve tried a few. I deleted the app and reinstalled it. No luck. I’ve attempted on both my iPad and iPhone. I’m on a sit now and really need to access it. Anyone else with this issue? How did you solve it? Thanks!
Vicki
You know that it was a welcome guide there to begin with? As some hosts don’t use the WG on THS? Have you tried to access it both via app and web, or tried the app on two devices?
Happened to me too. You’ll have to use the web app to see the welcome guide the mobile app wasn’t working for me either.
• Check the web site.
• Delete the app and download again. Try again.
• Contact the hosts and ask them to share it again, possibly in a different format.
• Contact THS and see whether they can access it for you.
In future, I recommend always taking screen shots and having them on your cell phone / stored in the cloud before the sit. That’s if the host shares their WG via THS’s platform / app, which is commonly known to be janky.
If you store a copy in the cloud, you can access it even if you’re locked out of a sit home by accident, your phone is stolen, etc., as long as you can borrow or buy a device. And if the WG has emergency contacts, they do you no good if you can’t access them say on a printout in a locked sit home.
Same problem here…
Just to let you know, the Forum team has passed this over to tech support. They are aware and working to fix it. In the meantime, the Welcome Guide can be accessed on the website.
@Maeve any update from tech team on this ?
I have the same problem with accessing WG from the app .
It’s not been fixed yet .
Other members also reporting the same problem.
@Silversitters , there have been no updates on this issue since it came to our attention a few days ago. I know it’s frustrating, but the tech team has this bug in the queue for repair.
@vickisfloyd @tokyokid @kimshady
You can send an e-mail reporting the problem to
Support@trustedhousesitters.com
It was reported by forum admin @Maeve a week ago but still no fix .
There is also another thread where @Diane13 and @Kitty57 are experiencing the same problem.
If more members report the issue it may alert member services to the severity of the problem and member services may escalate and prioritise getting it fixed asap.
Please feedback to tech team and member support and THS management that this is really poor service from THS
The Welcome Guide is invaluable information for a successful sit and an important function of the App . For this not to be fixed a week after being alerted to the fact that it is not accessible on the App is very , very poor . Hosts spend a lot of time completing the THS Welcome Guide . Having done this they will assume that sitters have all the information they need for a successful sit . Sitters who only use the App (and don’t read the forum ) will be completely unaware that there is an issue that prevents them from accessing the Welcome Guide Home information until too late .
There should have at the very least been an announcement sent to alert App users of the issue and suggesting a workaround ( using webpage ) so that sitters currently on sits or with sits that start this week don’t get stuck without access to Home section of the Welcome Guide.
For example the Welcome Guide Home section often contains key code information which allows a sitter to access the property if they have arranged to arrive after host has left . Without this information the sitter won’t be able to get into the property on arrival and if the host is on a flight to another country they won’t be able to contact them for several hours .
It shouldn’t just be left to the goodwill from forum members spending their time to help out other members with these serious tech issues .
I’ve fed that back to the team, and I’ve sent a link to the discussion, and also mentioned that there’s another discussion where others have had a similar issue.
I’ll let you know in this thread if I hear anything back 
Hi everyone. Thanks for answering. I was able to access the entire welcome guide via the website. This is a service we pay to be part of, and the app should work. It’s frustrating that THS doesn’t seem to be addressing the issue.
Still not working. I was sent a Welcome Guide yesterday and it was only accessible through the website.
@MaggieUU Report this to member services .
I did and the agent that replied seemed totally unaware of the problem.
(Despite @Maeve advising the team 12 days ago and @Jenny 6 days ago )
If everyone who is experiencing this fault reports it to support@trustedhousesitters.com
Hopefully THS will pay attention and then realise the severity of the issue and take some action to get it fixed .
When you report it tell them your devices (phone / iPad)
make and model ( if you are not sure you can find it in your phone’s settings - general - about.
Which iOS version you are using
They also ask for screenshots-
Although I don’t know how useful a screenshot of a blank page is 
but I’ve sent it anyway ….
Hi All and @MaggieUU & @Silversitters
I do want to reassure you that the tech team are aware and working on a fix as soon as possible. They apologize for the inconvenience this is causing. In the meantime, as you are doing, please go to the Welcome guide through the website.
Hello everyone!
I’ve received word that there’s been an app update - could you reply in this discussion and let me know if it’s fixed the issue please?
Jenny
Thanks @Jenny. My Welcome Guide was present and fully filled out after I did the app update. I was experiencing some blank pages previously.
Thanks for letting me know @MaggieUU - I’m glad it’s worked!
Hi @Jenny - I deleted the app and re-installed as that seemed to be the only way to get the latest version ( which was created 5 hours ago ) and Yeh ! I can now see all the pages of the Welcome guide .
Thank you for advising the forum about this update.
I don’t seem to get any notifications about new updates being available- so how do members know when there is a new update ?
Also I raised this issue ( WG not uploading ) directly with member services a week ago - but they haven’t contacted me to inform me about the new update / fix .
It’s great news that the new App version fixes the problem.
But poor communication means that most App users still won’t know about it .
Great that it’s working for you too @Silversitters!
You raise a good point about notifications about new updates. It’s not something I know much about but I can certainly ask, I’ll share your comments with the team!