We have a new mobile product in beta test with about 50 or 60 Users. This is our first foray into mobile software so we are learning as we are going.
The User logs on via the browser on their phone or PC, but most use their phone.
One User (and only one User) has complained that she cannot log on.
She enters her e-mail and password correctly, but when she selects Submit to log on her page simply refreshes and presents her with a new blank log on page (no error codes indicating incorrect password/email entry or anything else).
We have confirmed that her account and log on details are correct and have successfully logged on as her on several different devices.
It is obviously an issue with her phone (Apple iPhone 5 / Safari browser) but we are at a loss as to what advice to give her. We are setting up a log file so that we can at least check if she is connecting with us.
Any ideas as to how we might help her would be most welcome, and what we might do to prevent this in the future.