Frequently Asked Questions

How do I create an account?
How do I start a team chat?
How do I add someone that is outside of my organization?
How do I add a photo or video?
I can't find or add a team member to a chat / My contacts are not showing up
How do I change my password?
How do I use Touch ID for easy login?
I can't log into my TXP Chat account
I am not receiving TXP Chat notifications
During account creation, I am not receiving the confirmation text
My app is frozen and keeps showing a loading screen
My account is not working well since the last update
How do I create an account?

1. Open the App store on your phone
2. Search “TXP Chat Version 2.0”
3. Download
4. Once in the App, follow the instructions
5. For security reasons, you will need to verify your phone number and email address
6. Join or create a chat!

How do I start a team chat?
  1. From within the App, click on the plus sign in the upper right hand corner
  2. Click the plus sign next to “Add People”
  3. Users from your organization that have created an account will pop up first. As long as you are sharing your contacts with the App, everyone else from your phone will be listed after your organization. Click “+ Add” next to their name to add as many people you’d like at the same time. See the next question for how to add users that are not in your phone
  4. Once you’ve added everyone you’d like, click “Add # person”
  5. Name your chat, add your message (optional), and send!

*Note: Users can only see chatrooms that they are invited to from someone within the specific chat.

 

How do I add someone that is outside of my organization?

There are two options when adding an outside users. The first way is to send them a download link where they would create their own account and be able to do everything as normal in TXP Chat. The second way is to invite them as a guest and they will not need to create an account and can access the chat after verifying their phone number and email!

Option 1: Sending a download link (this option allows for the user to create their own chatrooms, adjust notification settings, add other people, and more)

1. From within the specific chatroom, click the info icon in the upper right hand corner
2. Click the plus sign next to “Add People”
3. If they are in your contact list, scroll down until you see their name and click “+ Add”, OR click“NEW” in the upper right hand corner
4. Click either “By Phone” or “By Email” and enter their cell phone number or work email, then click “Add”
5. Choose “Send download link”
6. Once you’ve added everyone you’d like, click “Add # person”
7. They will receive the following email or text message, prompting them to download the app and reply to your message!

Option 2: Inviting as a guest user (limited use)

1. From within the specific chatroom, click the info icon in the upper right hand corner
2. Click “Add People”
3. If they are in your contact list, scroll down until you see their name and click “+ Add”, OR click “NEW” in the upper right hand corner
4. Click either “By Phone” or “By Email” and enter their cell phone number or work email, then click “Add”
5. Choose “Invite as guest”
6. For security purposes, you will need to add their full name and either email or phone number, whichever you didn’t enter before, then click “save”
7. Once you’ve added everyone you’d like, click “Add # people”
8. They will receive the following email and after verifying their phone number, they will be able to open the chat immediately in a web browser and start chatting!

How do I add a photo or video?

1. From within an existing chat, click the paperclip icon in the lower left hand corner
2. If you would like to take a new picture or video, select “From Camera”. Take the picture or video, then click “Use Photo” or “Use Video”. Add a caption (optional) and click “Send”. *NOTE: files will NO save to your personal device.
3. If you would like to send an existing picture or video from your phone, click “Choose from Library”. Select the photo or video, add a caption (optional) and click “Send”

You can view all the photos and videos from a specific chatroom by selecting the info icon in the upper right hand corner of the chatroom, then click “Files”.

I can't find or add a team member to a chat / My contacts are not showing up

Make sure you have allowed TXP Chat to access your contact list. If you accidentally selected “do not allow access to contacts” when you created your account, follow the instructions below.
If the user is not verified part of your “organization list” or not in your “active list” you must add via contact list.

1. Go to your phone settings
2. Once on the main page, scroll down to the bottom of the screen and look for “TXP Chat”
3. Select “TXP Chat”
4. Make sure “Contacts” is selected and green
5. Log back into TXP Chat. If the issue persist, see section below

TXP Chat gives you the option to allow the App to access your contact list. 

1. Delete the App and re-download it
2. You won’t have to create a new account, just log in using your normal credentials
3. Once in the App, create a new chat by clicking the plus sign in the upper right hand corner
4. Click the plus sign next to “Add People”
5. Make sure you click “OK” when it asks to access your account (screenshot below)

Still having problems? We would love to help. Please contact TXP Chat support team at [email protected] or call us at 815-575-7017. Thank you for your continued support and loyalty!

 

How do I change my password?

1. From within the App on the “Login” page, click “Forgot?” next to “Your password”
2. Enter the email address associated with your account.
3. Enter the code that is sent via SMS text message or email.
4. Create a new password and click “Reset password”. To see password fundamentals, click “Password Requirements”
5. Login with your new password!

 

How do I use Touch ID for easy login?

Make sure your Touch ID on your personal device is turned on

1. Go to “Settings” on your personal device
2. Scroll down and click “Touch ID & Passcode”
3. Enter your passcode and initiate your fingerprint if you haven’t already
4. Within the App, log out if you are currently logged in
5. Next to “Log in” select “Use Touch ID” (screenshot below)
6. Use your fingerprint and you’re in!

 

I can't log into my TXP Chat account

1. Make sure that you have the most recent version of TXP Chat™ downloaded
2. Try your phone number (include country code = 1 for USA) and password
3. Try “Forgot My Password”
4. Navigate to the account preferences screen and confirm that Touch ID is turned on
5. Fully close the app and login again – you should be properly configured for Biometric login in the future

I am not receiving TXP Chat notifications

1. Go to your phone settings
2. Once on the main page, scroll down to the bottom of the screen and look for “TXP Chat”
3. Select “TXP Chat”
4. Search and select “Notifications”
5. Make sure “Allow Notifications” is selected. To ensure that you receive all notifications, it is recommended that you set all other notification options to “on”
6. Log back into TXP Chat. If the issue persist, see section below.

TXP Chat App Notification Settings:
TXP Chat gives you the option to customize your notifications preferences for each case. 

1. Within the App, on your “home page” select the settings wheel in the upper left hand corner
2. Find and select “Notification Sounds” to bring down a list of different notification sounds
3. TXP chat has an option of exaggerated notification sounds that are perfect for waking you up during your on-call nights. If you choose to not select a ring tone TXP Chat will automatically assign a “Default” notification bell.
4. It is also a good idea to check specific chats by entering the chat and selecting the information button at the top right. Make sure that your chatroom is not “muted”. If the chat is muted, your phone will not show notifications for messages received from that specific case.

During account creation, I am not receiving the confirmation text

Are you able to receive general SMS text messages to your phone? If you are having trouble receiving any text messages, this problem may be due to a reception or connectivity issue and it is recommended that you move to an area with better cellular reception or where the wifi connection is stronger.

If you cellular device is otherwise acting normal and you are able to send and receive text messages from your phone, then this is indeed an issue with the application and we recommend the following steps:

1. Please check to make sure that the number you have entered is correct.
2. Please check to make sure that the number has not been used to create an account. If you are unsure if you already have an account or if your number has been used to create a account already, we recommend contacting your assigned admin or by emailing our support team at [email protected]

Are you on a secure hospital wifi network?

1. Try disconnecting from the wifi by turning off wifi on your device. If you do not receive a text message from TXP Chat containing the confirmation code immediately, close and re-open the application and re-enter your phone number.
2. If you still do not receive a confirmation code, please email [email protected] with subject line: “signup-error: confirmation code”

Some hospital wifi networks have specific security settings that will not allow unregistered/unknown applications to send and receive information to any device that is connected to the secure wifi network. Unfortunately we cannot do much as the networks security settings are managed and controlled by the host. To make sure that this doesn’t happen in the future, you can send an email to information services at your institution. Feel free to copy [email protected] to the email! We would love to help you!

My app is frozen and keeps showing a loading screen

If you experience the loading-screen-error, we suggest that you “force close” the TXP Chat application and log back into the application. First, make sure that you have the latest version of TXP Chat if you do not have automatic updates set up on your phone.

Force Close directions for iOS (apple iphone) users:

1. Double click your home button (or click home button twice (x2) for iphoneX). This should pull up all open applications
2. Find the “TXP Chat” window and force close by swiping the screen upward
3. Re-open the TXP Chat application

Force Close directions for Android users:

1. Click your “pages” button on your device. This should pull up all open applications
2. Find the “TXP Chat” window and close by swiping or pressing the exit “x” on the screen
3. Re-open the TXP Chat application

My account is not working well since the last update

1. Make sure you are updated to the newest version
2. When logging in remember to include the country code (USA 1) before your phone number
3. Completely exit TXP Chat
4. Open TXP Chat and sign-out or choose “Switch Account”
5. Try logging in with both phone number and password
6. Try resetting your password using “Forgot Password” on sign-in page

Still having problems?

We would love to help. Please contact TXP Chat support team at [email protected] or call us at 815-575-7017. Thank you for your continued support and loyalty!

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