CWT To Go FAQ - Carlson Wagonlit Travel

CWT To Go
CWT To Go Frequently Asked Questions (FAQs)
Q-and-A content:
Overview.
General information.
Registration and login.
Features.
Itineraries.
Add and edit trip information.
Mobile check-in.
Calendar sync.
Other features.
Android-specific features.
BlackBerry-specific features.
Windows Phone-specific features.
Technical assistance/troubleshooting.
Troubleshooting for Android-specific features.
Troubleshooting for BlackBerry-specific features.
Troubleshooting for iOS-specific features.
Overview
CWT To Go™ is a complimentary mobile travel app available to all CWT travelers through
their smart device’s app store. Before and during their trip, CWT To Go gives travelers
immediate access, via their smartphone or iPad tablet, to traveler services, such as
itineraries, flight alerts and mobile check-in.
General Information
CWT To Go is powered by WorldMate, the industry-leading and award-winning travel
app. The more powerful, easier-to-use CWT To Go gives business travelers the
premium features and helpful services they need to stay informed and efficient on the
road, without the risks associated with nonapproved, third-party apps.
Q. How much does CWT To Go cost?
A. The CWT To Go app is complimentary to CWT clients and their travelers.
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Q. Is CWT To Go available in my preferred language?
A. CWT To Go is available in English, French, German, Italian and Spanish. Please refer
to the next question for device specifications/limitations.
Q. Is CWT To Go available on my device?
A. CWT To Go is available in English on these device platforms:
Android.
All smartphone devices with OS 2.2 (Froyo) or above.
Tablets are not supported.
BlackBerry.
All devices with OS 5.0 or above.
Excludes BlackBerry Style 9670, BlackBerry Pearl 9100/9105 and all devices
running on the BlackBerry 10 platform, including BlackBerry Z10 and
BlackBerry Q10.
BlackBerry devices do not have the tutorial or welcome screen.
iPhone, iPod Touch and iPad.
All devices with iOS 5.0 or above.
Windows Phone.
Windows Phone 8 devices.
CWT To Go is also offered in French, German, Italian and Spanish for Android, iPhone,
iPod Touch and iPad devices as outlined above.
Q. How do I get the app?
A. Click here for Android, here for BlackBerry, here for iPhone/iPad or here for Windows
Phone to go directly to that device’s app store. You must have data enabled on your
smart device and a valid account with your respective app store to download and use the
app.
Q. How do I get CWT To Go in my preferred language?
A. There is a single CWT To Go app per platform (iOS and Android). Users are not
required to download separate applications for each language; however, you must make
sure you are using version 5.1.x. (You may need to update the app manually.) Once you
have installed CWT To Go version 5.1, the app will use the language configured for your
device to determine the display language. If the app is not available in the same
language as your device’s configuration, it will display in English.
Q. Can I change the display language?
A. Yes, you can to change the language display to a different supported language by
selecting the desired language in your device’s language settings. Please consult your
device’s user guide for more information.
Q. What is the current Android version of CWT To Go?
A. Version 5.1.1.
Q. What is the current iPhone/iPad version of CWT To Go?
A. Version 5.1.2.
Q. What is the current BlackBerry version of CWT To Go?
A. Version 5.0.2.
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Q. What is the current Windows Phone version of CWT To Go?
A. Version 1.0.0.0.
Q. Can I still use my WorldMate account if I download and use CWT To
Go?
A. Yes, WorldMate and CWT To Go are separate apps using separate credentials.
Registration and login
Q. How do I access the CWT To Go app?
A. After downloading the CWT To Go app from your device’s corresponding app store,
use your CWT account information to log in.
Q. What is a CWT account?
A. For those users who already access CWT Portal with an email address as their user ID
and a password, their CWT Portal credentials are also their CWT account credentials.
With a CWT account, users now use the same login details to access CWT To Go and
CWT Portal, making it easier to manage their travel.
Q. What if I don’t have CWT Portal credentials (and, therefore, a CWT
account)?
A. If you do not have CWT Portal credentials established, you will follow a simple selfregistration process within the app to establish your CWT account. Simply enter your
work email address, and the new app will walk you through the steps.
Q. I am not sure if I have CWT Portal credentials (and, therefore, a CWT
account). What do I do?
A. Enter your work email address in the appropriate field and the app will direct you
through the registration process step by step.
Q. I used CWT To Go prior to May 6, 2013. Can I use the same
login/password?
A. To protect your security, passwords were not transferred to the new CWT To Go app
that was originally launched on May 6, 2013.
Features
Q. Are all features available on all devices?
A. No, some features vary by device.
Itineraries
Q. I booked a trip through my company’s online booking tool or CWT
travel counselor. Will my reservation sync with CWT To Go?
A. Yes, your trip details (air, hotel, rental car, etc.) will automatically sync with CWT To
Go and be able to be viewed and managed as one master trip, whether you book online
using your online booking tool or offline through your CWT travel counselor.
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Q. How long will it take for a newly booked CWT reservation to populate
in CWT To Go?
A. Your trip information may take up to 30 minutes to sync to the app.
Q. In my list of upcoming trips, why does the trip name differ from my
destination city?
A. The “Trip to” name comes from the city where the traveler stays the longest, which
typically corresponds to the address of the traveler’s hotel. That said, Android,
BlackBerry, iPhone and iPad users easily can change the “Trip to” name using the app’s
edit trip feature outlined below.
Q. Are rail itineraries available in the app?
A. Yes, rail itineraries are available in the app. Depending on the way the rail booking is
processed, it may or may not sync automatically. If your rail itinerary did not sync
automatically with the CWT To Go app, email your confirmation to [email protected]
to have it added. You may also add the details manually on Android, BlackBerry and iOS
devices.
Q. How do I add my non-CWT booked reservations/itineraries to my
CWT To Go app?
A. On all devices, you can forward your non-CWT itinerary from the same email address
that you use to access CWT To Go to [email protected] Your trip reservation(s) will be
automatically loaded into your app, and you will receive an email confirmation upon
successful upload of the information. Android, BlackBerry and iPhone/iPad users also
have the option of adding trip details to the app manually.
Q. How do I know if my non-CWT booked itinerary can be accepted by
email?
A. Go to http://www.worldmate.com/supported_providers.php for a list of the more than
200 supported suppliers.
Q. I sent my non-CWT booked itinerary to [email protected], but it
does not appear in my CWT To Go app. Why?
A. You must send your itinerary confirmation from the same email address you use to
access CWT To Go. In addition, the travel confirmation must be from a supported travel
provider.
Q. I received a confirmation saying my reservations were successfully
added, but I cannot find them in my CWT To Go account. How do I get
the itineraries to display?
A. On Android or iPhone devices, initiate a manual sync on your device by tapping the
sync button at the top right in the “My Trips” menu of the application. (The sync button
is represented by two arrows in a circle on Android devices and one circular arrow on
iPhone.) On iPad, drag down the “My Trips” menu to sync. On BlackBerry, press the
device’s menu button and select “Synchronize Trips.” On Windows Phone, initiate a
manual sync by tapping the three dots in the lower right hand corner and then sync.
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Q. My travel provider is supported, but the confirmation email is being
rejected. Why?
A. Please make sure:
You forward the confirmation email as is. Do not alter it in any way.
The subject and content of the email are in its original format.
If your email program automatically adds the “FW” prefix in the subject
line, it is okay.
If the mailing program allows it, forward the email in HTML format, rather than
plain text.
Make sure the text of the original email is in the body of the forwarded email and
is not sent as an attachment.
Manually adding and editing trip information
Please keep in mind that adding trip information (such as flight, hotel and rental car) to
CWT To Go does not book the trip nor does deleting trip information cancel the trip. You
will need to book, change or cancel your trip by calling your CWT Travel Counselor or
using your online booking tool. These features are not available on Windows Phone.
Q. How do I add a trip manually?
A. If you don’t want to email your non-CWT booked itinerary to [email protected],
follow these steps to add a trip manually:
For Android and iOS (iPhone/iPad) devices:
In the app, tap “My Trips.”
Click on the plus sign (+) at the top.
In the “Add New Trip” screen, enter trip information in these fields:
City.
State (or province; optional for non-U.S./Canada destinations).
Country.
Trip name.
Start date*.
End date*.
Tap on the “done” button to save.
*Start date will default to today’s date. End date will default to tomorrow’s date. Tap on
the field to bring up a calendar.
For BlackBerry devices:
In the app, access “My Trips.”
Press the menu button on your device and choose “Add New Trip.”
In the “Add New Itinerary” screen, enter trip information in these fields:
Primary destination.
City.
Start date**.
End date**.
Trip name.
Tap or click on the “add to my trips” button to save.
**Start and end date will default to today’s date. Tap on the field to bring up a calendar.
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Q. How do I change the name of a trip?
A. In your upcoming trip list (“My Trips”), tap or click on the trip that you wish to edit.
On Android, tap on your phone’s menu key (far left), then tap on “edit trip.”
On iPhone/iPad, tap on the pencil icon.
On BlackBerry, press the menu button on your device and select “edit trip.”
From there, you can change the trip name by retyping the information in the trip name
field. Tap or click “done” or “save changes” when you are finished.
Q. How do I manually add a booked flight to a trip?
A. In “My Trips,” tap or click on the trip name to which you want to add a flight. (If you
don’t have a trip listed, follow the instructions above to add a trip.)
On Android, tap on your phone’s menu key (far left), then tap on “add flight.”
On iPhone/iPad, tap on the plus sign (+), then tap on “add flight.”
On BlackBerry, tap or click “add item” in the upper right hand corner of the
screen, then choose “add new flight.”
From there, add your flight information in the required fields. Tap or click the “get
details” or “submit” button to bring up the flight’s details. Scroll down, entering any
additional information as desired, and tap or click the “done” or “add to trips” button to
add the flight to your trip itinerary.
Q. How do I manually add a hotel reservation to a trip?
A. In “My Trips,” tap or click on the trip name to which you want to add your hotel
reservation details. (If you don’t have a trip listed, follow the instructions above to add a
trip.)
On Android, tap on your phone’s menu key (far left), then tap on “add hotel.”
On iPhone/iPad, tap on the plus sign (+), then tap on “add hotel.”
On BlackBerry, tap or click “add item” in the upper right hand corner of the
screen, then choose “add new hotel.”
From there, add your hotel information in the required fields. When finished, tap or click
the “done” or “add to trips” button to add your hotel reservation to your trip itinerary.
Q. How do I manually add a rental car reservation to a trip?
A. In “My Trips,” tap or click on the trip name to which you want to add your rental car
reservation details. (If you don’t have a trip listed, follow the instructions above to add a
trip.)
On Android, tap on your phone’s menu key (far left), then tap on “add car.”
On iPhone/iPad, tap on the plus sign (+), then tap on “add car rental.”
On BlackBerry, tap or click “add item” in the upper right hand corner of the
screen, then choose “add new car.”
From there, add your car rental information in the required fields. When finished, tap or
click the “done” or “add to trips” button to add your rental car reservation to your trip
itinerary.
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Q. How do I manually add other transportation information (e.g., rail,
limo, etc.) to a trip?
A. In “My Trips,” tap or click on the trip name to which you want to add your other
transportation reservation details. (If you don’t have a trip, follow the instructions above
to add a trip.)
On Android, tap on your phone’s menu key (far left), then tap on “add
transportation.”
On iPhone/iPad, tap on the plus sign (+), then tap “add ground transportation.”
On BlackBerry, tap or click “add item” in the upper right hand corner of the
screen, then choose “add new public transportation.”
From there, add your transportation information in the required fields. When finished,
tap or click the “done” or “add to trips” button to add your reservation to your trip
itinerary.
Q. How do I add a meeting to a trip?
A. In “My Trips,” tap or click on the trip name to which you want to add your meeting
details. (If you don’t have a trip, follow the instructions above to add a trip.)
On Android, tap on your phone’s menu key (far left), then tap on “add meeting.”
On iPhone/iPad, tap on the plus sign (+), then tap on “add meeting.”
On BlackBerry, tap or click on “add item” in the upper right hand corner of the
screen, then choose “add new meeting.”
From there, add your meeting information in the required fields. When finished, tap or
click the “done” or “add to trips” button to add your meeting to your trip itinerary.
Mobile check-in
Q. How do I check in for my flight and get my paperless boarding pass?
A. Based on your itinerary information, CWT To Go determines whether online check-in
and paperless boarding passes are available. When you click to check in, the app
connects you to your airline’s mobile website to complete the process. Paperless
boarding passes are available only for certain airlines and airports. For more information
about paperless boarding pass programs, check with your country’s governing agency—
for example, TSA’s website in the U.S.
Q. How many airlines are available for mobile check-in?
A. There are more than 250 airlines worldwide offering mobile check-in.
Q. Is mobile check-in available on all devices?
A. The mobile check-in feature is available on Android, iPhone and Windows Phone
smartphones and on iPad tablets.
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Calendar sync
Calendar sync is available on Android, BlackBerry and iOS devices. It is not supported on
Windows Phone.
Q. How do I turn on the calendar sync feature of CWT To Go?
A. Within the CWT To Go app, please do the following:
For iOS devices (iPhone/iPad):
Go to Tools > Settings.
Scroll down and tap “calendar sync.”
Turn on “sync trips to calendar.”
Select a calendar to sync the trips to from the list displayed.
For Android devices:
Push the menu button on your phone, and select “settings.” (Or, go to the
“General” screen and tap “settings.”)
Tap “calendar sync.”
Tap the box next to “sync trips to calendar” to check it.
Select a calendar to sync the trips to from the list displayed.
For BlackBerry devices:
Go to Menu > Settings > Calendar sync settings.
Select “open.”
Change “sync your calendar with CWT To Go” to “yes.”
Select “yes” for each travel type you would like to sync.
Q. Calendar sync is on. Why didn’t my CWT To Go trip details
immediately populate in my calendar?
A. When a trip is added to CWT To Go, there may be a delay seeing the details in your
calendar. This is due to the sync settings on your device, which differ for each device
type and user.
Q. I’m an iPhone/iPad/iPod Touch user. Why did I receive a message
requesting permission for CWT To Go to access my calendar?
A. Apple introduced a new feature in iOS version 6 to provide users control over apps
accessing private information, such as calendars. After enabling calendar sync for the
first time, you will receive a pop-up message to grant the CWT To Go app permission to
access your calendar. You can change your permission setting on the device by going to
Settings > Privacy > Calendars.
Other features
Q. Who provides the local search service? Are there any device or
country limitations?
A. The local search service is based on Yelp and is available for BlackBerry, iPhone and
iPad. The countries covered are: Australia, Austria, Belgium, Canada, France, Germany,
Ireland, Italy, the Netherlands, Spain, Sweden, Switzerland, the U.K. and U.S.
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Q. How do I change the temperature display between Celsius and
Fahrenheit?
A. Within the CWT To Go app, please do the following:
For iOS devices (iPhone/iPad):
Go to: Tools > Settings.
Scroll down and click on Celsius or Fahrenheit.
For Android devices:
Push the menu button on your phone, and select “settings.” (Or, go to the
“General” screen and tap “settings.”)
Click on “temperature format” and choose Celsius or Fahrenheit.
For BlackBerry devices:
Go to: Menu > Settings.
Choose the appropriate temperature format from the drop-down menu.
This feature is not available on Windows Phone.
Q. How do I change the time format (12-hour clock versus 24-hour
clock) on my device?
A. CWT To Go uses your device’s time settings.
For iOS devices (iPhone/iPad):
From the main menu, go to: Settings > General > Date & Time.
Check to see if 24-hour time is set to on.
For Android devices:
From the home screen, push the menu button on your phone, and select
settings.
Scroll down and tap “date & time.”
Tap the box next to “use 24-hour format” to check or uncheck it.
For BlackBerry devices:
On the device, go to: Options > Display > Date and Time.
Choose the desired time format.
For Windows Phone:
Go to: Settings > date + time
Check to see if 24-hour time is set to on.
Q. Does the flight schedule feature display low-cost carriers?
A. OAG, an aviation intelligence company, provides the flight schedule information. If
the low-cost carrier provides flight schedule information to OAG, it will likely appear
within the search results.
Q. Who supplies the information for the travel alerts?
A. FlightStats, a leading provider of day-of-travel data services to the travel industry and
traveling public, supplies all flight-data information for the travel alerts that are pushed
to your smart device. CWT encourages travelers to continue to check with their airline
carrier for updated information.
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Android-specific features
Q. How do I change the distance format (kilometers versus miles) on
the app?
A. Within the CWT To Go app, please do the following:
Push the menu button on your phone, and select settings. (Or, go to the
“General” screen and tap settings.)
Tap “distances format.”
Choose miles or kilometers.
Q. How do I activate/deactivate voice notifications on my Android
device?
A. To activate or deactivate the weather narration, go to the “General” screen of the
CWT To Go app (flick from right to left). Tap “travel notifications” and verify the
following settings:
Under the evening notification heading:
Tap on “notification display.”
Choose “every day” or “only while traveling” to enable voice notifications.
Choose “never” to disable voice notifications.
Tap on “weather narration.”
Choose “on” to enable.
Choose “off” to disable.
Under the morning notification heading:
Tap on “notification display.”
Choose “every day” or “only while traveling” to enable voice notifications.
Choose “never” to disable voice notifications.
Q. How do I add the CWT To Go widget to my Android device?
A. First, ensure that the CWT To Go app is installed to your phone’s internal memory and
not to your micro SD card. (See the technical support section for more information.) To
add the widget, press and hold an empty space on one of your Android home screens
and select “widgets.” Choose CWT To Go from the list of widgets. Alternatively, you can
press the menu button on your phone (far left), click on “add” and select “widgets” from
the menu. Choose CWT To Go from the list of widgets to add it to your home screen.
BlackBerry-specific features
Q. What is the TripCatch feature?
A. TripCatch automatically identifies non-CWT travel confirmation emails and
synchronizes them with CWT To Go without needing to manually forward the
confirmations. Simply put, TripCatch knows a certain email is a travel confirmation email
and automatically takes care of it for you. With TripCatch, you decide the level of
automation you want. You can choose to have TripCatch alert you whenever a travel
confirmation email is detected—at which point, you can decide if you want to integrate
that booking into your itinerary or not. Or, you can have a fully automated process by
allowing TripCatch to integrate all the travel bookings it detects.
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Windows Phone-specific features
Q. How do I pin the CWT To Go app to my device’s home screen?
A. In your app list, press and hold CWT To Go and then select “pin” to pin it to your
home screen.
Q. How do I pin a specific trip within CWT To Go to my devices home
screen?
A. Access your trip from the “My Trips” screen. Tap the three dots in the lower right
hand corner and select pin. The trip will then be added to your home screen.
Technical assistance/troubleshooting
Q. I was a user of the previous CWT To Go app and have installed the
new CWT To Go (on or after May 6, 2013). Why do I now have two
versions of the app on my phone?
A. You simply need to manually uninstall the previous app from your phone. Please
follow the application uninstall instructions for your device.
Q. How do I know which version to uninstall?
A. This icon represents the version that is no longer supported:
Q. I’m using CWT To Go for the first time. Why can’t I see my upcoming
trips?
A. Upon accessing the app for the first time, it may take up to 30 minutes for upcoming
trips to populate. The amount of time depends on the number of reservations per user.
After 30 minutes, you may need to initiate a manual sync on your device by tapping the
sync button in the upper right corner on the “My Trips” screen of the app (iPhone and
Android devices). On the iPad app, drag down the “My Trips” menu to sync. On
BlackBerry, press the device’s menu button and select “synchronize trips.”
Q. Why is my completed trip still showing in the upcoming trips section
of the app?
A. A trip moves to the past trips section approximately one full day after the last day of
the trip. For example, if your trip ended on June 20, it will move to past trips on June 22.
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Q. Why didn’t I receive my flight notification?
A. Flight update notifications start 48 hours before the flight’s departure time. Please
ensure notifications are turned on within the app. (Windows Phone notifications are
always on by default and cannot be turned off.)
For iOS devices (iPhone/iPad):
Go to Settings > Notifications > locate CWT To Go and tap on it.
Enable and set all of the following to on:
Notifications center.
Alert style (select banners or alerts).
Badge app icon.
Sounds.
View in lock screen.
For Android devices:
To enable flight notifications, tap “Travel Notifications” from the “General”
screen of the CWT To Go app.
Verify the following settings under the “Flight Notification” heading:
Notification display: Enabled.
Time before flight: Choose number of hours before flight.
Notification sound: On.
To receive an audio alert:
Verify that the box next to “Audio flight alert” is checked.
If the box is empty, tap on it one time to check the box.
For BlackBerry devices:
Go to Menu > Settings.
Select flight reminder time.
Turn trip reminder to on.
Turn notification to on.
Q. Flight notifications are enabled. Why am I not receiving alerts?
A. If flight data is missing or late, it is probably due to one of the following reasons:
Airlines occasionally provide data on their respective websites but not to the
flight-tracking industry.
Some airlines do not provide actual gate departure or arrival times.
Some airlines share no data.
Budget and charter airlines tend not to share data or only share limited data, so
the flight may not be listed until near the departure time.
Some airlines—particularly carriers outside the U.S.—do not share any gate data
with the flight-tracking industry.
Gates and terminals often are not provided until approximately 60 minutes prior
to departure.
If you encounter longer delays or inaccurate information, please email us and
include the following:
Airline, flight number and departure date.
The information that you expected to see.
The information that the app displayed.
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Q. Where can I get additional technical support and assistance?
A. Please refer to the list below and submit an email to the Technical Service Center for
your country or region. You may also tap on the “Send us your feedback” bar found at
the bottom of the main menu screens in the app.
Asia-Pacific: [email protected]
Europe:
Austria: [email protected]
Belgium: [email protected]
Denmark: [email protected]
France: [email protected]
Germany: [email protected]
Italy: [email protected]
Netherlands: [email protected]
Poland: [email protected]
Sweden: [email protected]
Switzerland: [email protected]
United Kingdom and Ireland: [email protected]
Other European countries: [email protected]
Latin America:
Brazil: [email protected]
Argentina, Chile, Colombia, Mexico, Peru and other countries:
[email protected]
The Middle East: [email protected]
United States and Canada: [email protected]
Troubleshooting for Android-specific features
Q. Why doesn’t the CWT To Go widget appear in the list of widgets?
A. CWT To Go will not appear in the widgets list if the app is not installed to your
phone’s internal memory (i.e., it is installed on an external memory/micro SD card). To
install the app on the device, go to Settings > Applications > Manage applications >
(Select) CWT To Go > (Click) Move to phone. Power cycle your device to apply the
changes. You will see the widget in the widgets list and can add it to your Android’s
home screen.
Q. I added the CWT To Go widget to my Android’s home screen, but now
it is gone. What happened?
A. If you originally installed CWT To Go to your phone’s internal memory and added the
widget, but then moved the app to your phone’s external memory card, the widget will
no longer appear on your home screen. Follow the instructions in the previous question
to be able to use the widget.
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Troubleshooting for BlackBerry-specific features
Q. How do I reset the application permission settings?
A. Depending on which BlackBerry smartphone you have, follow one of these three
paths:
Menu > Options > Advanced Options > Applications.
Menu > Options > Device > Application Management.
Menu > Options > Applications.
Scroll down the list of applications until you find CWT To Go.
Highlight CWT To Go and press the menu button on your device.
Select “edit permissions” from the menu.
Make sure that all three options on top (connections, interactions and user
data) are set to “allow” or “custom.”
Press the menu button and select “save.”
Launch CWT To Go and access the “connection setup” screen:
Menu > Settings > Connection.
Select “automatically configure connection,” and the application will detect
your connection.
Please follow the recommended options.
If the automatic detection fails, please choose “manual configuration,” and
select your carrier from the list.
If your carrier is not in the list, you will need to add a new operator
manually. Please contact your carrier, and request the following settings
details: APN address, port number and IP address.
Q. I downloaded CWT To Go, but the icon is missing from my home
screen. How can I make the icon visible?
A. For the icon to be visible, please ensure the device is set properly:
Make sure the icon is present in either the "applications" or "downloads" folder
from the home screen. On version 5.0 software and above, the app should reside
on the home screen.
Select the “show all” option in the BlackBerry home screen.
Troubleshooting for iOS-specific features
Q. Why doesn’t CWT To Go recognize my current location?
A. On iOS devices (iPhone/iPad), there are three requirements for CWT To Go to be able
to identify your current location:
The location service on your device has to be on.
Home screen > Settings > Location Services > (Location Services).
The CWT To Go app on your device has to be allowed access to the location
service.
Home Screen > Settings > Location Services > (CWT To Go).
Your device must be connected to the Internet.
Home Screen > Settings > General > Network > (Enable either Wi-Fi or
cellular data).
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