Something Hasn't Uploaded

First, the important part: your work is not lost. Visits, outcomes, notes and photos are written to the phone the moment you record them, before anything is sent. A number waiting to upload means exactly that — waiting, not missing.

Read the chip first

The sync chip at the top of your Today screen names the state. Tap it and you get the detail.

What it says	What it means	What to do
Synced	Everything’s on the server.	Nothing.
Syncing	Uploading right now.	Wait a few seconds.
Pending, with a number	That many things are saved here, waiting for signal.	Nothing, if you genuinely have no signal. See below if you do.
Offline	No connection at all.	Carry on working. It uploads by itself.
Sync failed	Something ran out of tries.	Worth the two minutes below.

Nine times out of ten a number that isn’t moving is simply a phone that hasn’t had a usable connection yet. One bar of signal is not the same as a working connection, and a busy stadium or a crowded event is the classic case: full bars, nothing getting through.

If you’re sure you have signal

Work down this list. Most people stop at step one.

1. Check you didn't leave the test switch on

   More → Field testing → Simulate no signal. It’s a testing switch and it behaves exactly like real dead air — convincingly enough that it’s the first thing to rule out. Turn it off and the queue drains within seconds.

2. Tap Upload now

   More → Upload queue → Upload now. The app drains the queue by itself, so you shouldn’t need this — but it costs one tap and it tells you straight away whether the connection is the problem.

3. Anything marked failed? Tap Retry failed

   It appears next to Upload now only when there’s something to retry. The app gives each item eight attempts, spacing them further and further apart so it isn’t hammering your battery in a basement. Retry failed resets that count and starts again.

4. Lock your phone, walk somewhere with better signal, unlock it

   Genuinely works more often than it sounds like it should. The queue tries again whenever the connection comes back.

5. Still stuck? Tell your admin, and don't uninstall anything

   Say what the queue says — the number, and whether it reads pending or failed. Do not clear your browser data or remove the app from your home screen while anything is waiting: that is the one action that genuinely throws work away.

What’s in the queue

More → Upload queue lists what’s actually waiting. Photos are one line with a count and a size, because the size is what the wait costs you on a data plan — a day of knocking is a lot of photos. Everything else is one line each, newest first.

A yellow dot means waiting. A red dot means it ran out of attempts.

Photos behaving differently

Photos upload on their own schedule, separately from everything else, because they’re much bigger. It’s normal for your visits to be synced while photos are still going up.

There’s one message worth recognising. If the queue tells you photos stay on this phone, that is not a fault, and no amount of retrying will change it: your company’s setup doesn’t keep photos on the server yet. Your photos are safe on the phone and attached to the right properties — they just aren’t shared with anybody else. Your admin is the person to ask about turning it on.

Why your manager can’t see it yet

If you’ve recorded visits in a dead zone all morning, your manager’s console shows what’s been uploaded — so it’ll look like you’ve done less than you have until the queue drains. That’s not the app disagreeing with you.

Worth saying out loud once to a nervous manager: the timestamps are from when you recorded the visit, not from when it uploaded. The numbers land in the right day.

Being signed out

If your session expires while things are waiting, the queue stops rather than burning attempts on requests that can’t succeed. Sign back in and it picks up where it left off. The sign-in screen says as much — “Anything you recorded is still saved on this phone and will upload once you sign back in.”