FAQ & Troubleshooting

How does your support work?
If you have questions, need help or encounter a problem or issue with our platform or apps, simply get in touch with our dedicated support team. Our t...
Thu, 26 May, 2016 at 12:59 AM
How do I log into the mobile app?
You must have been registered as a app user in order to log into the mobile app. Once you are set up as an app user on the website, you will receive an em...
Thu, 26 May, 2016 at 12:56 AM
When does the app synchronise/check for updates?
Screens and all other content is updated on the device at pre-defined synchronisation intervals that occur in the background when the app is running. ...
Thu, 26 May, 2016 at 12:59 AM
Screens/Docs don't show on my device anymore! Why?
More than likely you have added a Folder to your account - either directly or by installing an example app like the Field Sales App. When a Folder i...
Thu, 26 May, 2016 at 12:58 AM
Photos/Videos/Audio files aren't available on the Data page! Why?
Most likely the files in question have not finished uploading from the app yet. When a form entry is completed, the answer values are prioritised and ...
Thu, 26 May, 2016 at 12:59 AM
How do I filter what users see on the app/website?
Here is the current rule of thumb when it comes to restricting visibility/access to content across the platform: Access Permissions control the user...
Thu, 26 May, 2016 at 1:00 AM
My connectors/jobs don't run immediately! Why?
Behind our main web platform, we run a set of dedicated worker servers that process platform generated jobs in the background. These jobs are usually gene...
Thu, 9 Nov, 2017 at 3:47 PM
What devices / operating systems are supported?
Native apps are available for Android and iOS devices, with Windows native support in development. We generally target our compatibility efforts at ...
Thu, 26 May, 2016 at 12:56 AM
How secure is my data?
Our priority is ensuring that the data you capture on devices as well as store on our platform is as secure as possible. To this end our platform utilises ...
Thu, 9 Nov, 2017 at 3:40 PM
Why are platform emails being bounced/blocked? (SPF records and mail rules)
Our platform uses SendGrid as our bulk emailing service, which means that all emails sent from our platform will run through SendGrid and be delivered by Se...
Thu, 26 May, 2016 at 1:00 AM