Answers to common questions and solutions to issues
On the login page, click "Forgot Password?" and enter your email address. You'll receive a password reset link within a few minutes. Check your spam folder if it doesn't arrive.
Try these steps:
If you still can't log in, contact your organisation administrator or our support team.
Go to Settings from the sidebar. Under the Profile section, update your email address and click Save Changes.
Each email address can only be associated with one account. If you need to belong to multiple organisations, you'll need to use different email addresses for each.
This usually happens due to a lost internet connection. To avoid losing data:
My Journey requires an internet connection to save data - it doesn't currently work offline.
Yes. Go to Conversations in the sidebar, find the conversation you want to edit, and click on it to open the details. Click the Edit button to make changes, then save.
No. Only fill in what's relevant to each conversation. The form is designed to be flexible - record as much or as little as appropriate for each interaction.
The faith stages help track where someone is on their spiritual journey:
Choose the stage that best reflects where you sense the person is. It's okay if you're not certain - it's an estimate to help track overall trends.
When you first try to record a conversation with location, your browser will ask permission. Click Allow to enable location services.
If you previously denied permission:
Try these solutions:
If GPS isn't available, you can still record the conversation without location data.
Exact locations are only visible to logged-in users within your organisation. If your organisation enables a public reports page, locations shown on the map are deliberately made approximate (rounded to ~100m) to protect privacy.
Export functionality is available for administrators. Contact your organisation admin if you need data exported, or contact our support team for assistance.
Standard users can only see their own conversations. Only administrators can view all conversations across the organisation. This is by design to protect privacy while still enabling team reporting.
Administrators can enable this in Settings under the Organisation section. Toggle on Public Reports Page and you'll see your unique shareable URL. This page shows aggregated statistics - no personal details are ever displayed.
No. My Journey is a web application that works in any modern browser. There's nothing to download or install - just visit the website and log in.
For quick access:
This creates an icon that opens My Journey directly, like a native app.
Try these steps:
Administrators can add users by going to Team in the sidebar, clicking Add User, and filling in their details. Share the login credentials with the new user securely.
Yes. Administrators can customise the dropdown options in each form section using the Form Builder (under Admin in the sidebar). You can add, remove, and reorder options to match your ministry context.
Go to Team, find the user, and click Edit. Change their role from User to Admin and save. They'll have full admin access immediately.
Yes. Open the conversation, click Delete, and confirm. Deleted conversations cannot be recovered, so only delete if you're sure.
If your question isn't answered here, contact us at support@journey.me.uk and we'll be happy to help.