Skip to main content

Common Issues

Solutions for frequently encountered issues with the SendSquared mobile app.

Login Issues​

Can't Log In​

  1. Verify you're using the correct email and password
  2. Check that Caps Lock is off
  3. Try resetting your password via "Forgot Password"
  4. Ensure you have an internet connection
  5. Check if the service is experiencing issues

Forgot Password​

  1. On the login screen, tap Forgot Password
  2. Enter your email address
  3. Check your email for reset instructions
  4. Follow the link to create a new password
  5. Return to the app and sign in

Sync Issues​

Data Not Updating​

  1. Pull down to manually refresh the current view
  2. Check your internet connection
  3. Sign out and back in
  4. Force close and reopen the app

Messages Not Sending​

  1. Check your internet connection
  2. Verify the contact has a valid phone number or email
  3. Ensure you have permission to send messages
  4. Try again after a few moments

Offline Mode​

The app requires an internet connection for most features. When offline:

  • You can view recently cached data
  • New messages won't load
  • Sending messages will fail
  • Changes won't sync until reconnected

Notification Issues​

Not Receiving Notifications​

See Push Notifications for detailed steps.

Quick checks:

  1. Verify notifications are enabled in device settings
  2. Check in-app notification settings
  3. Ensure Quiet Hours isn't active
  4. Disable Do Not Disturb on your device

Too Many Notifications​

  1. Go to Profile → Notification Settings
  2. Disable notification types you don't need
  3. Enable Quiet Hours for off-work times

Performance Issues​

App Running Slowly​

  1. Close other apps running in the background
  2. Clear the app cache (Profile → Preferences → Clear Cache)
  3. Restart your device
  4. Ensure you have the latest app version

App Crashing​

  1. Update to the latest version of the app
  2. Restart your device
  3. Uninstall and reinstall the app
  4. Contact support if crashes continue

Battery Drain​

The app should have minimal battery impact. If battery drain is excessive:

  1. Check background refresh settings
  2. Disable location services if not needed
  3. Reduce notification frequency
  4. Contact support if issues persist

Account Issues​

Wrong Account Data​

If you're seeing data from a different account:

  1. Sign out completely
  2. Verify you're signing in with the correct email
  3. Contact your administrator if you have multiple accounts

Missing Features​

Some features are only available to certain user roles:

  • Verify your permissions with your administrator
  • Some features are web-only (see Getting Started)

Getting Help​

If you can't resolve an issue:

  1. Check the web dashboard for more information
  2. Contact your organization's administrator
  3. Reach out to SendSquared support