Shenandoah Go App Support

What To Do If You’re Having App Trouble

Do you have a clipboard icon at the top of your screen? Tap it to complete your profile!

For all app issues, first try going to the menu in the top left corner of your screen, click tasks, and update your profile.

I’m not getting my pass.

1. Your pass may not display on your home page for up to 15 minutes after you complete your symptom check.
2. After waiting 15 minutes after you complete your check, swipe down to refresh your homepage. Make sure you scroll through your homepage to find your pass. It could be all the way at the bottom.
3. Still not showing? Log out, then log back in. Go to the menu in the top left corner of your screen, click tasks, and update your profile. Then resubmit your symptom check. Until you complete your profile, you will not get a pass.

It won’t let me login

1. Select I can’t login in the form below.
2. We may need to send you an email to reset your password.
3. The email will come from noreply@su.edu
4. When you create your new password, it needs to be at least 12 characters
5. Once you are in the app, the first thing you need to do is go to the menu in the top left corner of your screen, click tasks, and update your profile

I have a white screen

• If you are able to, try going to the menu in the top left corner of your screen, click tasks, and update your profile. If that doesn’t work;
• Try logging out and logging in. If that doesn’t work;
• Try uninstalling and reinstalling the app. If that doesn’t work;
• Submit the form below

I get notifications about completing my symptom check after I submit my check

• Notifications are sent around 7 am, 10 am, and noon. If you’ve submitted within 20 minutes of those times, the notification system might not have updated yet. Disregard the message. If that is not the case for you and this is a reoccurring/daily issue;
• Submit the form below

I never get notifications about completing my symptom check

1. If you are a visitor, you should never get notifications about completing your symptom check. If you’re not a visitor;
2. Go to the menu in the top left corner of your screen, click tasks, and update your profile. If you still get notifications the next day;
3. Submit the form below. You may have a duplicate account.