When changes you made on the mobile app don't show up in the office (or vice versa), it's almost always a network or authentication issue. Run through these in order.
| Symptom | Likely cause | Fix |
|---|---|---|
| Indicator shows Offline | No cell signal, captive WiFi, or VPN issue | Step 1 — restore connectivity |
| N pending / sync failed in indicator | Queued mutations from offline work | Step 2 — retry or discard |
| Kicked to sign-in repeatedly | Session expired | Step 3 — re-sign in (with 2FA if enabled) |
| Stale data after server update | App version behind | Step 4 — install update |
| Strange UI glitches | Stuck local cache | Step 5 — force-quit, then step 7 if needed |
Are you online?
Check the online/offline indicator in the mobile app's corner. If it shows offline, the device isn't reaching the server. Common causes:
- No cell signal — move to where you have bars.
- Wi-Fi connected but no internet — your wi-fi is captive (hotel, airport) or the router is down.
- VPN issue — if you're on a corporate VPN, disconnect and retry.
Are there pending actions?
If the indicator shows Offline (N pending) or Sync failed (N items):
- Tap the indicator to open the pending list.
- Review what's queued or failed.
- For failed items: retry individually, or discard if they're no longer valid.
See Working offline.
Is your session valid?
If you've been signed in for a long time, your session may have expired:
- Open the app.
- If it kicks you to the sign-in screen, you need to sign in again.
- If 2FA is enabled, you'll re-do that step.
After re-signing in, the pending queue should sync.
App version
Check the App Store / Play Store for an app update:
- App Store → Updates — if Run a Call is in the list, install.
- Play Store → My apps & games — same.
Sometimes a server-side change requires a newer app version to interpret correctly.
Force-quit and reopen
Old-fashioned but effective:
- iOS — swipe up from the bottom and swipe the Run a Call card off the top.
- Android — recent apps → swipe Run a Call away.
Reopen. The app rehydrates from scratch.
Sign out and back in
If force-quit doesn't help:
- Profile → Sign out.
- Sign back in.
This clears local state without uninstalling. Pending offline mutations are tied to your local device — if there are unsynced changes, sign out warns you and gives a chance to sync first.
Re-install (nuclear option)
If nothing else works:
- Make sure all pending offline work has synced (check the indicator).
- Delete the app.
- Re-install from App Store / Play Store.
- Sign in.
This clears any corrupted local cache or stuck offline queue.
Common scenarios
| Scenario | Cause | Fix |
|---|---|---|
| "I marked the job done but the office says it's still open" | Offline-pending | Check the indicator |
| "My time clock won't change state" | Stuck session | Sign out / sign back in |
| "Pricebook search returns nothing" | Stale cache | Go online and reopen the pricebook to refresh |
| "Customer details I edited disappeared" | Offline-side conflict; office's last write wins | Check the sync log for the entry |
When to escalate
If you've worked through the steps and sync is still broken, email admin@runacall.com with:
- Your user email.
- The device model (e.g. iPhone 14, iOS 17.4).
- A specific change that didn't sync, with timestamp.
The team can look at server-side logs.