Updated: October 2025
Welcome! Below are answers to some of the most common questions about Mustr, a product of AOK. If you don’t see what you’re looking for, feel free to contact us.
Q: I can't sign in. Help?
A: Check out our guide: How to Become an AOK App User
Common causes include:
you're a new check in and your command didn't share your information with us
the invite code that was sent to you at the time of your command onboarding is expired or you can't find it in your inbox
your phone number is incorrect in our system
Q: Who can see Mustr responses?
A: Organization Leader's can see all mustr responses.
Organization Administrator's, Team Leader's, and Member's can only see mustr responses assigned to team's they're a part of.
Q: How to respond to a Mustr?
A: If you're an app user, you can respond directly within the app. If you're an SMS user, you will receive an SMS alert notifying you of the Mustr with a link to click on to submit your respond.
If you can't respond to a Mustr due to an invalid link, it's possible the link has expired. See our guide Weblite Link Expiration to learn more.
Q: How do I delete a Mustr?
A: Only Org Admins, Org Leaders and Team Leaders can delete a Mustr. Simply click on the Mustr, tap the three dots in the top right corner and click Delete this Mustr.
Q: I'm trying to respond on someone else's behalf. Is that possible?
A: Yes, if you’re an Org Admin, Org Leader, or Team Leader, you may have permission to respond to Mustrs for your team members. Go to the Mustr > Tap on the delivery bucket the member is in (e.g. Seen) > Select the Member > Bulk Actions > Answer on behalf of members.
Teams & Permissions
Teams & Permissions
Q: I signed up for the app, but I can’t see my team. What should I do?
A: This usually means you haven’t been assigned to a team yet. Reach out to your command or Team Leader to get added.
Q: How do I update teams (add/remove people)?
A: Only Org Admins, Org Leaders and Team Leaders can update teams. Go to the Team page in the app > click on the three dots next to the team name > Click on Manage Team > Add new members. For a more in depth tutorial, check out our guide How to Manage Teams.
Note: Team members can now remove themselves from any team they are part of. No need to wait for a Team/Org Leader or Org Admin. They simply tap the three dots next to the team name and select Leave Team.
Q: How do I become an Org Admin?
A: Organization Admins are assigned by current Org Leaders or Admins. If you believe you should have admin access, contact your chain of command or the person who invited you. They can follow the steps in this guide: AOK Roles & Permission.
Q: Are there any character restrictions?
A: Yes, see below.
Non-ASCII characters (characters with code values above 127) are NOT allowed when creating mustr messages. These could be characters that use Unicode such as those found within ios (ex: coping and pasting your message from ios notes app to the AOK app may flag some characters as not allowed)
How it works:
ASCII Validation is Enabled by Default: The AOKTextField component used for message composition has enableASCIIValidation set to true by default (line 75 in aok_text_field.dart).
Validation Logic: The validation is handled by ValidationUtils.validateASCIIRequired() in the aok_ui package:
Applies to Both:
Message body (broadcast text, RFI questions)
Subject line (with additional 50 character limit)
What this means:
✅ Allowed: Standard ASCII characters (A-Z, a-z, 0-9, basic punctuation, spaces, newlines)
❌ Not Allowed: Emojis, accented characters (é, ñ, ü), special Unicode symbols, non-English characters (Chinese, Arabic, etc.)
The error message you will see if an invalid characters is entered is: "Character not allowed"
Note: The only place where ASCII validation is explicitly disabled is in the question editor screen, but that still applies to the question text itself when creating RFI messages.
PAST UPDATES (click dropdown)
PAST UPDATES (click dropdown)
September 26, 2025 Update:
❗️Can't Acknowledge or Respond to a Mustr Message?
If you're unable to acknowledge, "ack", or respond to a Mustr message even after you've read the attachments or completed any requested actions, it's likely because you're using an outdated version of the app.
Why is this happening?
A recent bug affected this functionality, so if you’ve opened all attachments but still can’t acknowledge or respond, updating your app should resolve the issue.
What should I do?
To fix this, simply update your app to the latest version:
Follow these steps to update the AOK app.
Once updated, re-open the message and the acknowledge/respond button should appear as expected.
THIS HAS BEEN RESOLVED
Keywords
Keywords