Help & Support
Here are some troubleshooting solutions to the most common issues. If none of these help solve your problem please don't hesitate to contact the Moki support team below.
Please also make sure that you are running the latest version of the Moki app. You can download it from here.
If you are trying to Pair your Moki Bands for the first time and they are not working please try the following:
1. Making sure the Reader is plugged in, try the classic:
- Close the app
- Open it again
- Log in
- Try to Pair
If that does not work try this:
2. Download the separate Drivers for the Reader located at the bottom of this page
If a Band was working fine but has now stopped there are 3 reasons this could be:
When the Bands run out of batteries they stop working but due to the technology, sometimes they cannot report that to the app. If a Band stops working this is most often the fix. Please make sure that the Bands in question definitely have a fresh battery and that the battery is a major brand, sourced from a good supplier. We have seen schools having issues with cheap batteries.
2. Remember to Pair
When a Band has had a dead battery for some time and then a fresh one is added you must remember to Pair the Band again. This Pairing will reset the clock in the Band and make sure that the steps are being registered.
Sometimes we do see Moki Bands becoming faulty. If the Bands have fresh, good quality batteries and have been Paired but still don't work this could be down to a fault. If this is the case please do get in touch
Sometimes the Moki Reader goes to sleep and activity in the app does not wake it again. If the Reader no longer responds to the Bands and the green light does not flash intermittently then it requires a restart. Simply unplug the USB cable from your computer, wait a moment and then plug it in again.
If that does not work then you might need to download the separate Drivers for the Reader located at the bottom of this page
Make sure you have not changed any of the column headers. They should read:
First Name* - Last Name - Year - Class - Gender* - D.O.B.* - SEN - Free School Meals - Pupil Premium - Teams
The date format for D.O.B should be as follows dd/mm/yyyy