Fix a Problem
Troubleshooting
Quick answers for the things that most often go wrong. Open a question to see the answer.
Signing In
The sign-in email hasn’t arrived
Check your junk or spam folder, and that you typed the email address we invited. Each link expires after 15 minutes and works once, so request a new one if it’s old. If your company filters email, ask IT to let it through.
It says “Your Login Is Ready”
You’ve signed in, but that email address isn’t linked to your company yet. Contact us with your company name and the email shown, then choose Refresh. If you used Apple’s Hide My Email, send us the relay address shown.
Microsoft says I need an administrator’s approval
Your organisation only lets IT approve new apps. Ask your IT team to approve it, or choose Email Me a Sign-In Link instead.
I can’t see my company or a section
Check the company name at the top if you manage more than one. Some sections depend on your access. Ask us if you need more.
Activating Devices
The code isn’t accepted
Check the app is the B2B edition your company installed: the public store app doesn’t take codes. Then check the device is online and the code is typed in full.
In your B2B Account, open Activation Codes. The code may be revoked, past its New Activations Allowed Until date, or out of activations. Make or replace a code and send the new pack. See Replace or Revoke a Code.
All the seats are in use
Another code won’t add seats. Retire devices nobody uses any more, but note each seat stays held for up to 14 days after retiring. If you can’t wait, ask for more licences or ask us for a temporary seat. See Retire a Device.
The code isn’t filled in on a managed device
Check your MDM uses the exact B2B app, the activationCode key as a String, and assigns the app and its configuration to the same group. On Android, open the work copy of the app. Sync the device and reopen the app. Each guide in the installation guides has a troubleshooting section.
The device says “This registration was deleted”
Its row was deleted in your B2B Account. Enter a current activation code to activate it again. Saved surveys stay on the device.
Devices and Settings
I can’t find a device in Devices
Search by its Installation Reference: in the app, Settings → B2B License, then in Devices choose ID and search. Reinstalling the app gives it a new reference. Also try Show Archived.
A device hasn’t picked up my settings or name change
Changes reach a device when it next checks in. The badge under its status says Awaiting Device Check-In until then. Ask the surveyor to tap Check License Now in Settings → B2B License, and to update the app if it’s out of date. In App Settings, check the device follows the profile you changed.
I retired the wrong device
Open it and choose Restore Installation, if you have a free seat. The surveyor then taps Check License Now. No new code is needed. See Restore a Device.
The app has gone read-only
Settings → B2B License says why. Usually the device has been offline too long, and connecting and tapping Reconnect & Check License fixes it. See If the App Goes Read-Only.
Agreements and Invoices
My agreement link has closed
Links close once an agreement is signed, withdrawn or replaced. Use the link in our latest email, or open the agreement in Billing & Documents.
Our licences haven’t started after signing
We release them once the first invoice is paid, unless we’ve agreed payment terms. Bank transfers show once we’ve recorded them. See Paying Your Invoices.
Still Stuck?
Tell us what you were trying to do and what you can see. Include your company name, your Organisation ID from the top of your B2B Account and, for a device, its Installation Reference. Never send an activation code or a password.