There are various reasons that this might happen; it may be an issue with our website, but please try the following solutions and suggestions before contacting us about the problem, as it is very difficult to deal with such problems remotely, and you will probably be able to resolve this more quickly and easily by yourself; however please take a screenshot of what you see if there is a message on screen, in case the solutions below don’t work. Please note that if there is an issue with our site that is taking a long time to resolve, we will notify everyone by posting on the site, posting on our social media, and possibly via email.
- Try Refreshing/Reloading the page
- If you manually typed the address/url in, please check that it is correct
- Check that your device is still connected to the internet; if it is try disconnecting and then reconnecting to the internet, and if that doesn’t change things, if you have a router or modem, try turning that off and then back on again
- Close the browser (or the Sentlive Web App if you are using it) and then restart it
- Try restarting your device
- If you have another device, see if you can access Sentlive with that – if you can, try again on the original device, as this might have been a temporary glitch either with the internet or Sentlive; if it still won’t load, try other websites to see if it is only Sentlive or a more general problem. If it is only Sentlive, please contact us. Include as much detail as possible, such as your device, operating system, browser and which page(s) you are having the problem with and any screenshots or messages you are seeing.
- If you have a different browser (i.e. Chrome, Firefox, Safari, etc) see if you can access Sentlive with that – if you can, then try again with the original browser; if it still won’t load, try other websites to see if it is only Sentlive or a more general problem. If it is only Sentlive, please contact us. Include as much detail as possible, such as your device, operating system, browser and which page(s) you are having the problem with and any screenshots or messages you are seeing.
If you are not receiving sound notifications for messages, your web browser is likely blocking them automatically to prevent unwanted background ads.Follow these steps to unblock sound alerts for our platform:
- On Desktop and Laptop Computers
Mozilla Firefox: Click the three horizontal lines (hamburger menu) ☰ in the top right corner of Firefox and select Settings.
Click Privacy & Security on the left-hand sidebar.
Scroll down to the Permissions section and locate Autoplay.
Click the Settings… button next to Autoplay.
Change the Default for all websites dropdown menu to Allow Audio and Video.
Click Save Changes at the bottom.
Google Chrome & Microsoft Edge: Click the sliders or lock icon directly to the left of our website address (sentlive.com) in your address bar.
Click Site Settings.
Scroll down the list to find Sound and change it from Automatic (Default) to Allow.
Apple Safari (Mac): Click Safari in your top Mac menu bar while viewing our website.
Click Settings for This Website…
Look for Auto-Play and change the dropdown option to Allow All Auto-Play. - On Mobile Devices (Phones & Tablets)
If you choose not to install our App (PWA), your phone requires you to clear the audio restrictions manually.
Apple Safari (iPhone & iPad): Check your physical Ring/Silent switch: If the physical switch on the side of your iPhone shows orange, all website sounds are completely muted by your device. Toggle it on.
Interact with the screen: Safari completely blocks website sounds on a fresh page load. Simply tap anywhere on our page layout (like clicking a menu or scrolling) to instantly unmute our alerts for that session.
Keep Our Tab Open and Active: iOS instantly freezes background tabs to save battery. If you switch to another app, open a different tab, or lock your phone screen, our website is paused and cannot make a sound.
Turn Off “Do Not Disturb” / Focus Modes: Focus modes will automatically suppress incoming sound alerts from web browsers. Swipe down from the top-right corner of your screen to open the Control Center. If the Focus button is active (e.g., Do Not Disturb, Work, Sleep), tap it to turn it OFF.
Google Chrome (Android): Tap the three dots ⋮ in the top right corner of Chrome.
Tap the Info icon (an ‘i’ inside a circle) next to our website name.
Tap Permissions or Site Settings.
Ensure Sound is toggled to Allowed.
Normally this will be because you have either reached the limit of your membership plan, or that you are simply not allowed to access the page at all; please read the message displayed, and if you think it is incorrect, take a note or screenshot of it, and then contact us with the details.
If you are using Sentlive on an iOS device, the push notifications only work with iOS 16.4 and above.
For any device you need to check a couple of things; firstly, if push notifications are either not arriving or you are getting too many, go to your Profile > Settings >Notification Settings and check or adjust where necessary the settings.
If you are still not receiving notifications, the next thing to do is to check your browser settings for Sentlive – this is different for every browser but generally there will be an icon to click near to the address bar, often just to the left of where “https://sentlive.com” is, and check that your browser is allowing notifications to be sent. Each browser has slightly different ways to resolve this, so please search your particular device/browser combination to find the way to fix this.
This is a glitch that happens rarely because of the stored information (cache) about the Sentlive pages that exists in either the browser on your device, or the Sentlive servers; you are in fact being logged out, but the page that you are meant to be shown after logging out has not been updated and you are being shown a stored version, which generally will be from when you were logged in. This seems to be limited only to mobile phones and tablets on the Sentlive web app. You don’t need to be concerned about this unless you want to log in again immediately; it can be most easily resolved by turning off your device and then on again. For the more technically minded, closing Sentlive and clearing the browser cache will also generally fix it. The best way to avoid this issue entirely is, of course, not logging out of Sentlive – there is no requirement for you to do so, as is highlighted here. Please contact us though if this is causing problems for you.
The first thing to do in this situation, if the problem is not preventing you from doing so, is to use the search facility on the front page of the Guide to see if there are any relevant articles about the issue. Otherwise click here to contact us or by using the ‘Contact Us’ button, directly by email, or via our social media accounts.
