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Are you an Android or iPhone user?
What is the version of the Receipt Bank Mobile app, you're on? You can see the number in your "Settings" under "About, terms and conditions", if you're Android user or under "Account" menu (top right) at the bottom of the screen, if you're iPhone user.
Please let us know what kind of phone you're using, i.e. Samsung Galaxy 6 or iPhone 5S?
Do you know the operating system of your phone, i.e. Lollipop or iOS?