Troubleshooting & FAQ
This page lists common problems and how to fix them — in plain language, organized as symptom, cause, and fix.
Find your symptom below. Most issues are quick to clear, and your work on the phone is safe while you sort them out.
I got logged out unexpectedly
What's happening: You were signed in, then the app dropped you back to the login screen.
Why: A rep or field helper gets only one active session. If a second login happens on another phone, the first session ends — so the first phone gets signed out on its next sync.
Fix: Just sign back in with your phone number and password. Your local data is safe and still on the phone.
Note: If this keeps happening, your account may be in use on another phone. Each rep needs their own account on their own phone.
My sync is stuck, or I see a red "needs attention" banner
What's happening: A coloured banner says some records need attention, or sync won't finish.
Why: The server refused a few records (for example, something didn't pass a validation rule). Field Pro sets those records aside so the rest of your work can still upload — they don't block everything.
Fix:
- Tap the "needs attention" banner to open the set-aside records.
- Read the reason shown next to each one.
- Fix what it points to, then tap Retry — or, if a record is no longer needed, tap Stop trying to drop it.
Note: Your data stays on the phone the whole time. Nothing is lost while a record waits in "needs attention".
📷 [SHOT: troubleshooting-1] — mobile — "Needs attention" list showing set-aside records with reasons and Retry / Stop trying — caption: "Open the banner, read each reason, then Retry or Stop trying."
I can't see prices when taking an order
What's happening: The order screen shows no price on each line, just a prompt to type one.
Why: Your organization has the price list turned off. That's a deliberate choice for businesses that negotiate a price per outlet.
Fix: Type the price for each line as you add it. This is normal — the price never blocks you from placing the order.
Note: If you expected prices to appear and they don't, ask your manager whether the price list should be on for your organization.
I can't see a customer
What's happening: An outlet you expect isn't in your customer book.
Why: Either the outlet isn't assigned to you, or it hasn't synced to your phone yet.
Fix:
- Make sure you're online and let sync finish, then check again.
- If it's still missing, ask your manager to confirm the outlet is assigned to you.
My phone is blocked at login, or it says the device isn't recognized
What's happening: You enter the right details but login is blocked on this phone.
Why: Your account is tied to the first phone you signed in from. A different phone is blocked until the binding is reset.
Fix: Ask an admin or manager to reset your device. On your next login, your account binds to the new phone.
Warning: This is a security feature. Don't share one account across phones — it will keep blocking devices and logging people out.
Location isn't tracking, or my points are dropping
What's happening: Your route has gaps, or tracking seems to stop when the screen is off.
Why: Background location isn't set to "all the time", or the phone is restricting Field Pro's battery use.
Fix:
- Set location permission to Allow all the time.
- Allow unrestricted battery for Field Pro.
- Make sure you've clocked in — tracking runs while you're on the clock.
Warning: With restricted battery, your tracking points will drop and your route will have gaps.
📷 [SHOT: troubleshooting-2] — mobile — Location permission set to "Allow all the time" and unrestricted battery — caption: "Set location to 'all the time' and allow unrestricted battery."
I can't convert a lead
What's happening: The button to turn a lead into a customer won't go through.
Why: Converting a lead happens online, and the lead must have uploaded to the server first.
Fix:
- Get a connection and let sync finish so the lead uploads.
- Then open the lead and convert it.
An order won't sync
What's happening: An order stays unsynced or lands in "needs attention".
Why: The server found a validation issue with the order.
Fix: Open the "needs attention" banner, read the reason next to the order, fix it, and tap Retry.
My photo didn't upload
What's happening: You took a proof or outlet photo but it doesn't appear on the server yet.
Why: Photos don't upload at the moment you take them. They queue on the phone and upload after sync, once you're online.
Fix: Get online and let sync run. The queued photos upload on their own — no action needed.
Tip: You can check the photo upload status in mobile Settings if you want to confirm they've gone through.