This guide covers the most common issues reported by Uptick mobile app users, with step-by-step fixes for both iOS and Android. Where the steps differ between platforms, this is clearly called out.
Before troubleshooting any issue, make sure you are running the latest version of the Uptick mobile app. Go to the App Store (iOS) or Google Play Store (Android) and update if a newer version is available. Many known bugs are fixed in app updates.
For change queue error codes, device requirements, task management, and pricing FAQs, see Mobile App: FAQs.
Login & Authentication Issues
Incorrect workspace name or URL
When logging in, the app asks for your workspace name — not the full URL. For example, if your Uptick URL is https://mycompany.uptickhq.com, enter "mycompany" only.
Do not paste the full URL (e.g. https://mycompany.uptickhq.com) into the workspace field.
Enter only the subdomain portion (e.g. mycompany).
Check with your administrator if you are unsure of your workspace name.
Forgotten or incorrect password
If you forgot your password:
Open the workspace in the browser and click forgot password (not available on the app); or
Request your system admin to resend the welcome email to reset password
Account deactivated or no access
If you receive an error saying your account is inactive, your invite link has expired, or you do not have access, you will need your administrator to:
Reactivate your account in Uptick.
Resend your invite email if the original link has expired.
Confirm that you have been assigned the correct licence and permissions.
Biometric login not working (Android)
If fingerprint or face unlock is not working on Android:
Go to your device Settings > Biometrics and Security and confirm biometrics are enabled.
In the Uptick app, go to the About tab and disable then re-enable biometric login.
If the issue persists, log in using your password and clear the app cache (see below).
SSO or third-party integration login issues
If you log in via a third-party identity provider (SSO) and the connection fails:
Log out and log back in to trigger re-authentication.
If your workspace has recently changed domains or SSO configuration, contact your administrator to reconnect the integration.
Try logging in using your email and password directly as a fallback.
App Crashes & Freezing
If the app crashes, freezes, or shows a blank screen, try these steps in order:
Reload data from the server: go to the About tab and tap Reload Data from Server.
Force-close the app and reopen it.
Check for and install any available app updates.
If the issue affects multiple users at your company simultaneously, it may indicate a platform outage. Contact support from the About tab.
Force-closing the app
iOS: Double-press the Home button (or swipe up from the bottom on Face ID devices) to open the app switcher, then swipe the Uptick app upward to close it.
Android: Most devices have a dedicated Recent Apps button (square icon). Tap it and swipe the Uptick app off the screen to close it. For device-specific instructions, refer to your manufacturer’s guidance.
Data Sync & Irrecoverable Errors
Tasks or data not loading correctly
Pull down on the task list screen until the circular arrow icon appears, then release to force a refresh.
If a refresh does not work, go to the About tab and tap Reload Data from Server.
Check your internet connection — sync requires a stable connection.
Irrecoverable errors in the change queue
Items stuck in the Changes queue (visible in the About tab) can prevent syncing, logging out, or submitting data. Here is how to resolve them:
Go to the About tab and tap Changes (or Pending Changes).
Look for any items marked as Irrecoverable or stuck in Outstanding/Processing.
Review the irrecoverable errors and if no longer applicable, swipe left on the irrecoverable item to delete it.
If items are stuck in Outstanding or Processing and nothing else is in the queue, restart the app. If they persist after restarting, go to About > Email Support to send your logs to the support team.
Important: You must clear all irrecoverable errors from the Changes screen before you can successfully log out. If you are unable to log out, check the Changes queue first.
Overview of Change Queue Statuses
The Change Queue is divided into four sections, each representing a different stage of the syncing process:
Outstanding: Changes that are waiting to be sent. It's normal for items to be in this section. They might be waiting for other dependent changes to be sent first (e.g., a photo can't be sent until the remark it's attached to is created).
Processing: The change is actively being sent to the server. Items should only remain in this stage for a few seconds.
Awaiting Retry: The app attempted to send the change but failed, possibly due to no network connection or a temporary server issue. The app will automatically retry every 30 seconds.
Irrecoverable: The app sent the change, but the server rejected it. This can happen for various reasons, such as invalid data, permission issues, or the item being deleted on the server.
Troubleshooting the Change Queue
Here are the recommended steps for troubleshooting items stuck in each section of the queue:
Stuck in Outstanding or Processing: If changes remain in these sections for a long time and other sections are empty, it may indicate an problem in the app.
Resolution: Restart the app.
Follow-up: If the issue persists, go to email in the About tab to send your logs directly to our support team for further investigation.
Stuck in Awaiting Retry: If items in this section are not progressively reducing with stable internet connect.
Resolution: Restart the app.
Follow-up: If the issue persists, go to email in the About tab to send your logs directly to our support team for further investigation.
Understanding and Resolving Irrecoverable Errors
An irrecoverable error occurs when the server rejects a change sent by the app. These need to be handled on a case-by-case basis, as deleting them can lead to data loss. The error is often identified by a server status code in the logs.
Server: 404 (Not Found): The item was deleted on the server, or the user no longer has permission to see it. This can happen if an office user deletes subtasks or reassigns a task while the technician is working on it offline.
Server: 403 (Forbidden): This is a permission-related error. The user may not have the correct permissions to perform the action (e.g., create a purchase order). If the user should have permission, updating their permissions and restarting the app will usually fix it. If they genuinely don't have permission, the change should be deleted.
Server: 401 (Unauthorized): The user's session may have expired. Restarting the app usually resolves this.
Server: 400 (Bad Request): The app tried to send invalid data, such as creating an asset for an asset type that has been deleted on the server.
Server: 500 (Internal Server Error): This typically requires a fix from a backend developer, though restarting the app can sometimes help.
Photo & Camera Issues
There are important differences in photo functionality between iOS and Android:
Feature | iOS | Android |
Camera access | Grant via Settings > Privacy > Camera > Uptick | Grant via Settings > Apps > Uptick > Permissions |
Cannot take or attach photos
Check that the Uptick app has camera and photo library permissions enabled on your device (see table above for where to find these settings).
If permission was recently denied, you must re-enable it in device Settings — the app cannot prompt you again automatically.
On Android, you can only add one photo at a time. To add multiple photos, repeat the attachment step for each photo individually.
If photos are available to attach but the button is greyed out, check with your administrator to confirm that your security group has documents.add_document permission "Upload documents" enabled.
Task Issues
Tasks not showing
Pull down on the task list to force a refresh.
Reset your filters.
iOS: Tap the blue funnel icon at the top left of the Tasks screen (a red badge means filters are active). Tap RESET FILTER & SORT.
Android: Tap the filter icon at the top right of the Tasks screen. Scroll to the bottom of the filter menu and tap Reset Filters.
Go to About > Reload Data from Server if a refresh does not resolve it.
Note: archived tasks are not visible on the app.
Cannot change task status or close a job
Contact your administrator to confirm your security group has "Can update tasks" permission enabled.
If the task status button is unresponsive after a recent app update, force-close and reopen the app to clear any cached data conflicts.
Cannot open or load a specific task
Check your internet connection. You can still work on the task without internet, but you need to click three dots -> Make Offline before losing service.
Update the app — task loading errors are commonly resolved in newer versions.
Timesheet Submission Issues
If the Submit button on your timesheet is inactive (greyed out) or the app shows a continuous loading spinner when submitting:
Update the app to the latest version — a fix for timesheet submission was included in app version 26.3.1.
Force-close and reopen the app, then try submitting again.
If the issue persists after updating, contact support.
Display & Rendering Issues
If content appears blank, truncated, or is not scrolling correctly:
Force-close the app and reopen it.
Go to About > Reload Data from Server.
Update the app to the latest version.
Permissions & Access Issues
Many features in the Uptick mobile app are controlled by security group permissions configured by your administrator. If you are having issues that are not resolved by reloading data, exiting the app, logging out and back in, updating the app to the latest version - contact your Uptick administrator/champion, they can review and update your security group assignment.
Sending Logs to Support
If you have followed the troubleshooting steps above and the issue persists, sending your app logs helps our support team diagnose the problem quickly. When contacting support, please include: your app version number (found in the About tab), your device type and operating system version, a description of the issue and when it started, and your app logs (which are automatically sent when you contact Support via the app):
Go to the About tab in the Uptick app.
Tap the support email address ([email protected]). This automatically attaches your logs to a new email.
Describe the issue you are experiencing and when it started, then send the email.
Video guides — sending logs
iOS:
Android: