Logging in to MyMahi Issues and how to fix them

TABLE OF CONTENTS

• Logging in Checklist
• Known Issues
  • iOS Screen Time blocking MyMahi
  • Updating your mobile web browser
  • Using an iPhone
  • Using an Android Phone (Samsung, Huawei, etc)
  • Updating your desktop/laptop web browser
  • Internet Explorer
  • Google Chrome
  • Apple Safari
  • Microsoft Edge
  • Other Browsers
• Known Log in Errors

Logging in Checklist

You should go through these steps in the order below if you are having problems logging in:

1. Try to log in again via our website: mymahi.com
2. Try improving your WiFi or Mobile Data access. Poor internet causes delays and a login error. Once done, try to log in again via our website: mymahi.com
3. Check that your web browser is up to date. Older browser versions are insecure and cannot be used to log into MyMahi. See further below how to do this for browsers on different devices.Once updated, try to log in again via our website: mymahi.com
4. If you can log in via the MyMahi website but not on the pre-installed MyMahi app (desktop or mobile) then do the following:
   1. Uninstall the MyMahi app
   2. Log in again via our website: mymahi.com
   3. Reinstall the MyMahi app (via the menu)
5. If you still cannot log in to MyMahi after trying everything above, try to log in on a completely different device.
6. If you still cannot log in to MyMahi after trying everything above, then email support@mymahi.com

Known Issues

These are some of the known device issues which you may encounter.

iOS Screen Time blocking MyMahi

In some versions of iOS, a feature called Screen Time can cause issues where only a blank page appears in Safari. To fix this you need to either disable Screen Time altogether or go to the Screen Time settings, then find and disable Web Content Restrictions within Content Restrictions.

Updating your mobile web browser

IMPORTANT: It is recommended that you use the "native" web browser for your phone. This means that you will be able to install the MyMahi App after you have logged in see below:

Using an iPhone

You should be using the Safari web browser which updates via the mobile operating system. You should update the operating system on your iPhone. Go here to the Apple support page which explains how to do this.

IMPORTANT: If your phone is an iPhone 6 or earlier version then it is now 7 years or older and you probably will not be able to update the Safari web browser.

Using an Android Phone (Samsung, Huawei, etc)

You should be using the Chrome web browser which updates via Google Play. Go here to the Google Chrome support page which explains how to do this.

Updating your desktop/laptop web browser

Internet Explorer

is out of date and no longer supported - Use a different browser (see options below)

Google Chrome

(desktop/laptop version) updates via the browser. Follow the instructions below:

IMPORTANT: If you cannot update Chrome then it is likely that it is managed by your school/organisation. The IT Manager needs to update Chrome for you and others.

Apple Safari

(desktop/laptop version on a Mac) updates via the operating system. Go here to the Apple Safari support page which explains how to do this.

IMPORTANT: If you cannot update Safari then it is likely that it is managed by your school/organisation. The IT Manager needs to update Safari for you and others.

Microsoft Edge

(desktop/laptop) can be updated via the browser. Follow the instructions below:

IMPORTANT: If you cannot update Edge then it is likely that it is managed by your school/organisation. The IT Manager needs to update Edge for you and others.

Other Browsers

If you are using a different browser from those above then please find out how to update the browser yourself.

Known Log in Errors

The following screenshots display a number of login errors along with the suggested solution to fix them:

Your internet connection was likely too weak when you tried to log in.

Try logging in again. If you get the same error then try improving your internet (WiFi or Data) connection then try logging in again.

Your web browser is out of date. Update your web browser then try logging in again.

Your web browser is out of date. Update your web browser then try logging in again.

Your web browser is out of date. Update your web browser then try logging in again.

This error shows a Chrome browser being used on an iPhone. You should use the Safari web browser but also make sure it is up to date.

This is a Microsoft school/organisation email setup error. Your Microsoft outlook email account was set up without your name inserted. Your IT Manager will have to fix this before you can log in to MyMahi.

This is a very uncommon error. The error occurs when your laptop was set up using another time zone but you have manually set the computer clock to New Zealand time. To fix this, change the computer clock to the correct time zone. If you cannot do this then contact your IT support.