Mobile App Problems
What to do when the mobile app shows an error message or a row that won't display.
Seeing an error message in the mobile app instead of your Orders? Find your symptom below.
The app shows "Welcome! Let's set up your account"
You created your account in the mobile app. This form is the first thing a new account sees. It is not an error. The app opens as soon as you save it.
You can tap Sign out to use a different account. The rest of your business setup happens on the web dashboard. See Creating Your Account.
One row says "This record can't be displayed"
A single row in a list shows a greyed-out message instead of the usual card.
That means the app couldn't read part of that one record. It's almost always very old data saved by a much earlier version of the software, in a format the app no longer recognises. Everything else on the screen is unaffected — the other rows, the tabs and the rest of the app all keep working normally.
What to do:
You don't need to report it. The app sends us the details automatically so we can fix the underlying cause.
Nothing is lost while a row shows this message. The record itself is intact — only the app's ability to draw that one row is affected.
The app shows "Something went wrong" with a Retry button
A screen hit an unexpected problem and showed a message instead of the screen.
Your saved work and queued photos are safe. Photos waiting to upload stay in the queue, and anything already saved is still saved.
What to do:
This is also reported to us automatically, with the screen you were on. You don't need to send a screenshot.
The app says you don't have permission
A change you made shows this message and the screen goes back to how it was:
You don't have permission to make that change, so it wasn't saved. Ask a team admin.
This is about your Inspector role on the team, not about your signal. The change reached us and was turned down, so trying again gives the same result — see Team Roles for what each role can change.
What to do:
This message is different from working offline. When you're offline the app says so in an amber bar and saves your work on the device until you reconnect — nothing is refused and nothing is lost.
The banner says Working offline but I have signal
The amber banner at the top of the screen reads "Working offline" even though your phone clearly has Wi-Fi or cellular signal.
That's the Work offline switch, not a connection problem. It's a manual switch that stops all syncing and uploads until you turn it off yourself — it doesn't turn off on its own, even after you reconnect or restart the app.
What to do:
Everything you did while the switch was on is saved on your phone and starts syncing right away. See Work Offline in the Mobile App for what the switch is for and how to use it on purpose.
The app closes by itself
If the app closes instead of showing one of the messages above, update to the latest version from the App Store or Google Play first — this behaviour was fixed in a later release.
If it still closes after updating, contact support at info@inspectortoolbelt.com and tell them which screen you were on and roughly when it happened. That's enough for us to find the matching report.