Start with the symptom table; each row links to the section or page with the fix.
| Symptom | Look at |
|---|---|
| Cannot sign in, or the email is not recognised | I cannot sign in |
| Signed into the wrong organization | I cannot sign in — the organization picker |
| The password reset email never arrives | I cannot sign in — it is a known no-op |
| Signed out on my own | I was signed out unexpectedly |
| A list is empty or out of date | Data looks stale or empty |
| Something I did with no signal | Something I did with no signal never happened |
| A payment failed, hung, or charged twice | A payment failed |
| Nothing prints | Printing problems |
| Chat buttons do nothing | Live chat is not responding |
| The phone will not ring, or will not call | Calls are not working |
| SMS says only "Failed to send SMS" | Messages will not send |
| Scanning at the door | Ticket scanning is slow or failing |
| Home tiles came back after a shift | Settings that reset themselves |
| A button does nothing at all | Buttons that do nothing |
I cannot sign in
No account found for that email. The sign-in screen asks the server which organizations your email belongs to before it asks for anything else, and it got nothing back. Check the spelling. If the address is right, the account does not exist yet — an administrator creates it; there is no self-registration.
Signed into the wrong organization. If your email belongs to more than one, the password step shows an Organization picker with the one you used most recently already selected. Change it there. With a single organization there is no picker, because there is no choice to make.
There is no site name to type any more. Older builds asked for a yoursite.appmint.app name before the email. That field is gone — the organization comes from your account.
The app asks for a verification code. Expected, if your organization uses two-factor or new-device verification: type the six digits and tap Verify. Send it again resends; on an email or SMS challenge you can switch to the other method. An authenticator code comes from your authenticator app and cannot be resent. Cancelling returns you to the form — you are not stuck on that dialog.
The code never arrives. Email delivery is an organization setting, and on a development deployment mail may not be delivered at all. Use POS Quick Sign-In or Send Magic Code, both of which skip the challenge, and tell an administrator.
A code is being asked for that you did not request. If you tapped Send Magic Code, that is the magic code — enter it. Otherwise it is the verification challenge above.
The password reset email never arrives. Forgot Password? does not send anything in this build — it shows a success message and stops there. Use Send Magic Code to get in, or reset the password from the web.
Sign Up does nothing useful. There is no self-registration in the app; the tab shows the login form. An administrator creates the account.
"This device has been blocked." An administrator blocked this device fingerprint. It cannot be undone from the app.
Passcode sign-in is rejected. Some organizations require a PIN alongside the card. Enter the PIN rather than tapping alone.
I was signed out unexpectedly
The app refreshes tokens automatically and retries once. If the refresh token has expired — typically after a long gap — you are signed out deliberately rather than left in a broken state. Sign in again.
On a device used by several people, check nobody signed in as someone else.
Data looks stale or empty
Pull to refresh first. Lists load when a screen opens and are not refreshed behind your back, so a stale screen is usually one that has not been asked to update.
Check the connection. The app has no offline cache. If a request failed, the screen shows an error with Retry — an empty list with no error means the server genuinely returned nothing.
Wrong organization? If your account covers several, confirm which one is selected. An empty customer list is more often the wrong org than a missing record.
Wrong location? Operations screens scope to the selected location — the floor, queue, stock and schedule all change with it.
Something I did with no signal never happened
There is no offline queue. An action that failed to reach the server did not happen, and the screen said so at the time with an error and a Retry. Redo it once you have a connection.
The one thing to check before redoing a payment: open the tab and look at its payments list. A settle that appeared to fail may have succeeded on the server before the response was lost, and re-settling adds a second payment.
A payment failed
"Reader not connected." Bluetooth dropped or the reader slept. Reconnect it in payment settings.
The payment hangs. Card payments need connectivity. Check the venue network — this is not the app retrying badly.
The reader will not pair. You must select a Stripe Terminal location first. See pairing hardware.
Charged twice. Settling records a payment against the tab. If a settle appeared to fail but actually succeeded, re-settling adds a second payment rather than replacing the first. Open the tab and check its payments before charging again — refund the duplicate rather than voiding the tab.
A tab was never settled. Quick sales create a tab before charging, so an abandoned charge leaves an open tab with a QUICK-SALE line rather than a lost payment. Settle or cancel it from the tabs list.
Printing problems
Covered in full under pairing hardware — the usual causes are no saved default, wrong paper width, or the printer not paired at the OS level.
If the printer is shared through a hub rather than paired to this phone, the fault is more likely the hub. See Device Hub troubleshooting.
Live chat is not responding
Look at the dot beside Chat in the console header. Green is a live connection; red means the console cannot talk to the server, and everything in it runs over that connection — your status chip, Takeover, Transfer Chat, End Chat, Pick Next. While it is red those buttons do nothing and say nothing at all.
Leave the console and reopen it to reconnect. If the AI Chats tab is permanently empty, that is the same cause — it loads only when the connection is already up.
Two more things that look like faults and are not:
- Pick Next with an empty queue does nothing and shows no message.
- A transfer to a mistyped agent email looks exactly like a successful one. Nothing validates the address; confirm with the person you handed it to.
On Live Presence, a stale board is normal — it loads once and does not poll. Tap refresh. And the dot beside an agent means connected devices, not status: someone can read AVAILABLE with a grey dot, which means they set themselves available then closed the app, and chats are routing to nobody.
Calls are not working
In this order:
1. Are you offline on this device? The power icon at the top right of the Phone screen toggles it, the choice survives restarts, and it exists nowhere else. This is the most common cause of "my phone stopped ringing".
2. Is a number assigned to you? With none, the keypad, call and SMS buttons are all disabled and the screen says No phone assigned to your account. An administrator assigns one to your user or your team group.
3. Is a permission missing? A red line under the dial pad names exactly which one and where to enable it. Declining a permission does not re-prompt later.
4. On Android, is the app enabled under Calling accounts? When it is not, the screen offers Open Calling Accounts — toggle Appmint Mobile on there.
5. Are you on an iPad? Calling does not work on iPad at all. The device registers, the dot goes green and SMS works, but calls will never ring or place and nothing on screen says so. Use an iPhone or an Android device.
Note that chat status and phone availability are separate. Being Available in Live Chat does not make your phone ring.
Messages will not send
Failed to send SMS is the app's only SMS error and it covers everything: no number assigned to you, no SMS-capable number on the organization, a malformed recipient, or the network. Check the Phone keypad shows a From number first — if it does not, that is the cause.
Send did nothing on an SMS. The button enables on message text alone, whether or not there is a recipient. Fill in To.
Failed to send email from the standalone email composer is a known issue in this build. Reply from the thread in Conversations instead, or send from the web inbox.
Settings that reset themselves
Home tiles all came back — and the printer is unpaired. Someone signed out. Sign-out clears the whole preference store bar two keys, taking with it the home layout, the selected location, and every hardware pairing on the device: printer, card reader, scanner, NFC reader, and the phone's offline setting. None of it comes back on the next sign-in.
Pair the hardware again, pick the location, set the layout — and switch that device to quick sign-in so staff changes stop costing you a setup.
The organization is still remembered after logout. That is deliberate. Logout keeps the organization this device last signed into — quick sign-in needs it — and the saved-account rows, so signing back in is one tap; Forget this account (the × on a row) is what removes one.
Buttons that do nothing
Some entries exist in the app but are not built. Tapping them produces no screen and no message, which reads as a fault:
- More → Notifications, Edit Profile, Preferences, Language, Dark Mode, Help Center, About
- Sell on an event's Tickets tab — it says On-site sales coming soon
- Add Note and Edit contact on a contact — both say coming soon
- Contact Info in a staff chat's ⋮ menu
- Media on an event's manage screen
Account deletion also has no reachable screen in this build; ask an administrator or do it from the web.
Ticket scanning is slow or failing
Validation asks the server whether a ticket was already used elsewhere, so it cannot be decided on the device.
Slow scanning at one entrance is nearly always network coverage at that spot. Compare against a door that works before blaming the app.
Codes stop being read entirely. A result card is still on screen — scanning pauses while one is showing. Tap it, or wait the few seconds for it to clear.
No zone chips, and lookups find nothing. The Scanner and Accreditation Desk were opened from the home tiles rather than from inside an event. Go back, tap Manage Event, and open them from there.
Camera not started / Camera unavailable. The camera permission was not granted, or the device has no usable camera. Allow it in the OS settings and reopen the scanner; Manual Lookup does the same job by ticket code or email meanwhile.
A guest who was refunded reads as no ticket found. Cancelled and refunded tickets are left out of email lookups deliberately.
Full detail under Events and scanning.
The app is slow
Close and reopen — it re-establishes connections rather than waiting for stale ones to time out.
Check the cache size. A device used heavily for months accumulates cached data; signing out and back in clears it.
Check the device. Older phones struggle with long lists; use search and filters rather than scrolling thousands of records.
Notifications are not arriving
1. Check notifications are allowed for the app in the OS settings.
2. Check the device registered for push — signing out and back in re-registers it.
3. Battery optimization on Android can suppress background delivery. Exclude the app.
Before asking for help
Have ready: your organization, which sign-in method you used, whether the connection indicator shows online, and what the screen actually said. "It does not work" takes several rounds to narrow; "passcode sign-in returns invalid PIN on org acme" takes one.