When something a technician did in the app isn't showing up for the office — or the app is showing old information — it's almost always a connection issue, and the change is usually still safe on the phone. Work through these steps in order.
Look at the banner at the top of the app
| Banner | What it means | What to do |
|---|---|---|
| Offline · changes queued | The phone has no connection. Your changes are saved on the phone. | Get to signal or Wi-Fi. They send on their own. |
| pending changes | You're back online, but the changes haven't gone yet | Tap the refresh icon to send them now |
| Syncing... | Sending now | Wait a moment |
| Synced … ago | Everything from this phone has reached the office | The problem is elsewhere — see step 4 |
| changes couldn't be saved | A change failed after several tries | See step 3 |
See Working offline in the mobile app for what's saved on the phone and what needs a connection.
Get a real connection
- No bars? Move to where you have signal, or connect to Wi-Fi.
- Wi-Fi but nothing loads? Some Wi-Fi (hotels, customer guest networks) needs a sign-in page. Turn Wi-Fi off and use cellular.
- Using a VPN? Turn it off and try again.
Once you're connected, the banner changes to Syncing... and then Synced.
If changes couldn't be saved
The app retries a failed change up to three times. If it still can't save it — for example, the office already completed that job — the banner shows how many changes couldn't be saved with a Discard button.
Before you discard, open the job and check what's missing. Redo anything important by hand, or tell the office what you changed. Then tap Discard and confirm.
Refresh what you're seeing
If the office changed something (a new job, a reschedule) and your phone still shows the old version:
- Pull down on the Jobs list to refresh it.
- Close the app completely and open it again.
- Jobs for days other than today and tomorrow aren't saved on the phone. Open them with signal.
Sign out and back in
On the Profile tab, tap Sign out, then sign back in. Changes that haven't synced stay on the phone and send the next time you sign in.
Don't delete and reinstall the app while the banner shows queued or pending changes. Removing the app removes those changes from the phone. Wait for Synced first.
Common situations
| Situation | Likely cause | Fix |
|---|---|---|
| "I completed the job but the office still sees it open" | The change is still queued on your phone | Get a connection; check the banner shows Synced |
| "I can't clock in" | Clocking in needs a connection | Get signal, then clock in |
| "The pricebook is missing items the office just added" | Your phone has the copy from the last time you were online | Open the app with signal for a minute to refresh it |
| "A job I was sent isn't in my list" | It's scheduled for a different day, or it's assigned to someone else | Check the calendar at the top of the Jobs tab, then ask the office |
Still not working?
Send us a request from Profile → Help & support with the job, what you changed, roughly when, and your phone model. See Getting help from Run a Call support.