FAQ & troubleshooting

Quick answers to the things people ask most.

Signing in

I didn't get my code. Wait a minute, then tap Resend. For email, check spam; for SMS, confirm you have signal. Make sure you entered the same email/phone you were invited with.

"We don't recognize this." You're likely using a different identifier than the one you were invited with. Try the other (email vs phone), or ask your admin to re-invite you.

I don't see my assignment. Pull to refresh. Confirm you're in the right organization and signed in with the invited identifier. If it was an invitation, it may have expired — ask for a new one.

Capturing

Can I capture with no signal? Yes — always. Everything saves to your device first and uploads later. See Working offline & sync.

A photo is blurry or dark. Re-shoot it on the spot from the item's menu. It's far cheaper than a return trip. See Bulletproof documentation.

The camera won't open. Grant camera (and microphone for video/audio) permission in your phone's Settings, then reopen the app. See Install the app.

My GPS/timestamp/watermark isn't showing. Those are controlled by your admin per team/assignment. If they're off, that's intentional. GPS also needs location permission on your device.

Sync & storage

How do I know everything uploaded? Open Settings → Sync status (or check the assignment's sync indicator) and look for all Synced. See Media sync states.

An item says "Needs attention." An upload attempt failed, usually a network blip. Tap Retry or get on Wi-Fi; the app retries automatically. Your file is safe on the device meanwhile.

An item seems stuck on "Uploading." That can happen if the app was force-quit mid-transfer. Open the upload queue (tap the pending badge) and hit Restart — the app also recovers these automatically on launch. Nothing is lost either way.

The app says a new build is available. Tap Update to jump straight into TestFlight and install the latest version — staying current gets you fixes and speed improvements immediately.

The app is using a lot of storage. That's the full-resolution originals waiting to upload. They free automatically once Synced. Get on Wi-Fi to let uploads catch up on big jobs.

I'm getting a new phone. Make sure your current phone shows all Synced first. Synced items reappear when you sign in on the new device; pending items live only on the old one.

I see assignments the office says don't exist. Almost always a leftover copy from an earlier install of the app (a TestFlight build before you moved to the App Store version), or from a team you no longer belong to. The server only ever tells your phone about changes you can still see, so it never gets to say "that one is gone." Fix it with Settings → Clear and download again, which wipes the downloaded copy and rebuilds the list from the server. Confirm Sync status reads Synced first: anything still pending lives only on the phone and would be lost. See Clearing the copy on your phone.

Submissions

Why can't I edit or delete a photo? It shows a lock badge — it was part of a submission and is read-only so the downstream team's evidence can't change. Capture a new photo if something needs correcting; it goes into your next submission.

The submit button says items are still uploading. A submission can only include media that's fully Synced. Get on Wi-Fi, let the uploads finish, and tap it again.

Access & roles

A button is missing or greyed out. Your role may not permit that action — for example, observers can view but not edit. See Roles & permissions.

Can I delete an assignment I created by mistake? Yes, if you created it in the app with the button. Open it, scroll to the bottom, and tap Delete. Only the person who created it can, and only while it is still open: once it is Completed or Archived it is a finished record and the app will refuse. Admins can still delete any assignment from the console. See Your assignments.

How do I add a teammate? Admins invite collaborators/observers to an assignment, or members to a team. See Inviting people & roles.

Can I see what I did earlier today? Yes — Settings → Activity lists everything you've done on this device (captures, renames, tags, deletions, submissions), newest first, grouped by day.

Still stuck?

The fastest route: tap the floating feedback button (bottom-right on most screens), describe the problem, and hit Send — it goes straight to the product team with your app version and device details attached automatically.

You can also contact your team admin or your organization's Contents Capture support channel. When reporting an issue, note your assignment name, the device, and whether you were online or offline — it speeds up the fix.