Troubleshooting · 1 min read

Troubleshooting: syncing, logins and emails

The handful of things that go wrong, and the fix for each.

1. 1

   The phone says 'Not syncing'

   Pledges are safely queued on the phone. Tap Retry. If the venue wifi is unreliable, switch the phone to cellular data — the totals catch up as soon as anything sends.

   Screenshot

   Not syncing status pill with the Retry button

2. 2

   The Auctioneer View isn't updating

   Confirm both devices are on the same event (check the event name at the top of each) and that the Live indicator is showing. Refreshing the page is safe — nothing is lost.

3. 3

   A client can't sign in

   Use Resend email in Client access to issue a fresh temporary password, or have them use Forgot password on the sign-in page. Reset links are single-use and expire.

   Screenshot

   Forgot password link on the sign-in page

4. 4

   The email never arrived

   Check spam and any corporate filter first. If it's still missing, resend from Client access, or copy the full email text and send it from your own address.

5. 5

   A logo or frame won't upload

   Make sure you're signed in to an account that has access to this event, and that the file is a PNG or JPG. Very large images are compressed automatically before upload.

6. 6

   Still stuck

   Send us a note from the feedback form or by email and include the event name and roughly when it happened — that's usually enough to spot it.