General
Video: App overview
Where to download the app?
How to check for updates of the app?
Keeping the app up to date ensures access to the latest features, performance improvements, and compatibility with device functions
iOS: Open the App Store and tap the profile icon in the top right corner to view and install available updates.
Android: Open the Play Store, tap the profile icon beside the search bar, go to Manage apps and device, then tap Update all under Updates available.
What is the pending change queue and how do I fix the errors?
The Uptick Workforce app is designed to function in environments with poor or no internet connection. Changes made by the field user are stored in a "Change Queue" and are sent to the server when a connection is available. Understanding how to manage this queue is essential for troubleshooting sync issues.
How to Delete an Irrecoverable Error?
Only delete an item from the change queue if you are certain it is safe to do so, as this action is likely to cause data loss.
Locate the item in the Irrecoverable section of the Change Queue.
Delete the change (the method may vary by device, e.g., swiping).
Crucially, after deleting the change, go to the About tab and Sign-out of the app. Then sign back in. Failing to do this can cause future problems.
How to send logs to Uptick Support?
Navigate to the About tab and tap Email under Contact Us section. Learn more in the Access help and support article.
When are notifications sent in the app?
Push notifications are sent only when same-day changes occur, including:
A task due today is assigned or unassigned from field staff.
An appointment due today is added, edited, or deleted for field staff.
Where is the log out button in the app?
To log out, go to the About tab and tap the Logout button at the bottom of the screen.
What does the red banner and the number above the About icon mean?
The red banner and number indicates pending changes. To view them, go to the About tab and tap Pending Changes. This opens the Changes screen, where changes are shown as Outstanding, Processing, Awaiting retry, or Irrecoverable. Irrecoverable changes should be investigated, as they may result in missing data and should be prevented from recurring, get help on the workforce app.
How do I completely exit (or kill) the app?
iOS: Double-clicking the Home button or swiping up on the Home Screen opens the app switcher, where swiping an app closes it. Additional details can be found on Apple’s website.
Android: Most Android devices provide a dedicated task button or shortcut to access the task manager, which displays all active apps in a floating gallery where swiping an app off the screen closes it. For device-specific instructions, refer to the manufacturer’s support page.
What devices are supported?
The Uptick Workforce app supports a range of devices, with specific minimum operating system requirements. Please review those in What mobile devices are supported?
To ensure long-term compatibility, purchasing devices released within the last three years is strongly recommended.
Can field users perform the servicing on the web, instead of the app?
Yes — you can answer prompt questions and pass/fail on the web platform. However,
the user required the Desk license to be able to perform any actions on the web
It is recommended to use the app in the field for the best user experience
Can I see the zone for a task in the app?
Go to the About tab → Task Display Details (iOS) or Task Display Preferences (Android) → use + to add Zone to the display tile → tap Save. There are many other fields available to customise your task view.
Is there a filter to show keys/equipment for the week ahead so I can plan?
Currently, the Keys & Equipment section on the Dashboard only shows items required for the current day. A week-ahead view is not yet available. To vote for this feature, send your detailed feedback to [email protected].
Task
Why is the task not appearing in the app?
Common reasons a task or asset may not be visible:
App filters exclude the task from the List or Map view. Reset the filters or adjust the filters manually.
The recently added task has not yet synced to the device. Navigate to the About tab and click Reload data from server.
Required Action Forms: Ensure all necessary forms like take 5 action forms are completed, as failing to do so can prevent tasks or assets from appearing.
How to refresh the task list?
Pull down on the task screen to refresh task data manually. This helps load recent changes or newly assigned tasks.
Where to find extra fields on the task?
Extra fields are at the bottom of the Task tab.
How to star a task and where to find it?
Tasks can be stared from the task tile to appear on the dashboard below scheduled appointments for quick access.
Do starred tasks sync across devices?
Starred tasks are stored locally on your device and won’t sync to other devices. If you switch phones or tablets, you’ll need to star tasks again manually.
Where to review previously raised defect quotes on the property?
Tap Create Defect Quote on the Finalisation tab of the task linked to the property, then tap View Past or the speech bubble icon in the top-right corner. To learn more about required permissions and steps, see App: Create a defect quote.
My tasks are not showing up or are incorrect. What should I do?
If your task list is empty, not showing a recently assigned task, or displaying incorrect information, it's likely a data synchronization issue.
How to fix it:
Force a refresh: Pull down on the task list screen until you see the circular arrow icon, then release. This will refresh your task data.
Reload data from the server: If a simple refresh doesn't work, you can force a full data reload.
Go to the About tab in the app.
Tap Reload data from server. This will download the latest information from the Uptick platform to your device.
Why aren't my asset compliance statuses updating on the app?
Sometimes, the compliance status of an asset (the green 'Pass' or red 'Fail' indicator) may not update correctly on the app after servicing. This can happen for a few reasons.
Troubleshooting Steps:
Check for Pending Changes: The app may have unsynced data. Go to the About tab and check the Pending Changes section. If there are pending items, ensure you have a stable internet connection and try to sync them.
Force a Data Reload: The app might be displaying cached (old) information. Go to the About tab and tap Reload data from server to force a full refresh of all data from the web platform.
Check Asset Status: The asset may have been accidentally made 'inactive' on the web platform. Inactive assets can sometimes cause issues where servicing data doesn't save correctly. An office manager may need to reactivate the asset.
Can I filter my task list?
Yes. You can filter your task list by tapping the filter icon at the top of the screen. You can filter by:
Task status
Due date
Priority
Can I fail on a specific prompt item rather than just failing overall?
Yes, each individual prompt question of remark type can be failed. By default, a failing prompt response will mark the asset as failed. However, if the remark raised is minor and does not impact the asset's overall compliance, you can manually override the asset's pass/fail status.
Property and Client
Where can a property be viewed?
The property details can only be viewed through the task.
Can I view client-level contacts via the app?
Currently, client-level contacts are not accessible through the Uptick Workforce app. If this is important to your workflow, send your feedback to [email protected] to add your vote to this feature request.
How to geocode a new property?
When a property is newly created, it may not have a geocoded address (a pin on the map):
On iOS, click Set directions on the map from the Task tab.
On Android, click the pencil icon on the map when viewing the property.
How to change the location (the pin on the map) of the property?
Click the pencil icon on the map when viewing the property.
Can the property image be added?
On iOS, click the camera icon on the Task tab or when viewing the property.
On Android, click the camera icon when viewing the property.
Where to access reports and forms saved against the property?
Open a property on the task to review past reports and forms.
How to view and edit extra fields against the property?
Extra fields on the property can be accessed when viewing the property on the task.
Products (Material Parts and Labour) & Pricing
Can the field user edit the sell price of a product on the app?
App users can only edit the sell price of a product on the app if:
The product is not from a quote
They select a product to Use & Charge
They have the following permission on their user security group:
Can view pricing
Can change sell prices for use & charge products
Can the field user be required to add products to a task before creating a purchase order?
No, this cannot be enforced in Uptick. If your team needs stricter controls on this process, send your feedback to [email protected].
Timesheets
Why do my timesheet sessions overlap by 1 minute when switching tasks?
This is a known behaviour on the app. You can manually adjust the start/finish times of unsubmitted sessions in the Timesheets tab. If it causes inconvenience for you and your team, please reach out to [email protected] with feedback explaining the impact of this issue.