Appearance
Troubleshooting
Sign-in issues
"Incorrect username or password"
Double-check the email address and password. If you're signing in for the first time after being invited, use the temporary password from the invite email. Passwords are case-sensitive.
"New password required" prompt
Your temporary invite password has expired or requires a change on first use. Enter your current temporary password, then create a new permanent password when prompted.
I forgot my password
Contact your organisation's Admin. They can reset access by deactivating and reactivating the account, which sends a new invite email with a new temporary password.
Templates not showing up
"No templates yet" on a fresh account
A published template must exist before Technicians can run anything. If you are a Technician, ask an Admin or Editor to create and publish a template.
A template I published isn't visible to Technicians
Only Published templates appear in the main Templates section for Technicians. Verify the template status is not Draft or Archived. Open the menu (⋯) and confirm the option shows "Unpublish" (meaning it is currently published).
Templates are showing but seem outdated
Pull down on the template list to trigger a pull-to-refresh. Alternatively, tap Refresh in the offline banner if one is visible. You can also go to Settings and check Last synced — if it shows a long time ago while you're online, there may be a connectivity issue.
Offline behaviour
"Offline — showing cached templates"
The app is offline and showing the last known state. You can view templates but cannot save new ones or run ones that require a live data connection. Changes cannot be saved until connectivity returns.
Templates are not loading and there is no cached version
If you have never loaded templates on this device, there is nothing to cache. Reconnect to the internet and pull to refresh.
Inspection / Viewer issues
The app says "iPad or larger required"
The card inspection UI requires a screen at least 768 px wide. Open the app on an iPad or larger device. Settings are still accessible on smaller screens.
The on-screen ruler measurements look wrong
The ruler needs to be calibrated per device. Go to Settings → Ruler Calibration and follow the calibration steps. See Calibrate the on-screen ruler.
The screen keeps dimming during inspection
Enable Keep screen awake during inspection in Settings. This requires iOS 16.4+ or Chrome. Some older browsers do not support the Screen Wake Lock API and will silently fall back to the default screen timeout.
I can't edit a field on a card
Fields in the Viewer can only be edited if they are set to Editable mode. Fields in Fixed mode show a pre-filled value that cannot be changed. Fields set to From setup show the value entered on the Setup screen — tap edit details in the nav bar to return to the Setup screen and change them.
Layout and template builder issues
"Fix column spans before saving (N rows wrong)"
Every row in a layout must have cells whose column spans add up to exactly 6. Use Split and Merge in the cell inspector to adjust. The error banner will show how many rows have the problem.
"Add labels to all cells (N missing)"
Text Field, Text Area, Date Field, and Time Field cells must all have a Field label before the layout can be saved. Click each flagged cell (shown with a red Label required tag) and fill in the label.
The Save button is disabled in the Template Builder
The template needs at least one card. Tap + Add card and configure it. If the layout hasn't loaded yet, wait for it to finish loading before adding cards.
Sharing issues
"Code not found" or "Code expired" when redeeming
The share code has expired or was already used. Ask the sharing organisation to generate a new code via Share… → Share links → + Generate share link.
The Redeem button doesn't appear
The Redeem button is only visible to Editors and Admins on iPad-sized screens. Technicians cannot redeem share codes.
User management issues
I can't see the Users tab
The Users tab is only visible to Admins. If you need user management access, ask your Admin to change your role.
A new user says they didn't receive an invite email
Check spam/junk folders. The invite email comes from the AWS Cognito sender. If it still hasn't arrived, deactivate and immediately reactivate the user — this re-sends the invite with a fresh temporary password.
A user's role change doesn't seem to have taken effect
Role changes take effect on the next sign-in. Ask the user to sign out and back in. Their existing session will continue to use the previous role until the Cognito token refreshes.
Data and account issues
I need to hand a device to a different technician
Go to Settings → Clear local data & sign out. This removes all cached templates and preferences but keeps the ruler calibration. The next user signs in with their own credentials.
I need to contact support
Email tomelmore32@gmail.com (shown in Settings → About → Support).