Common problems

This page collects the most common problems in tese.io Lite and what to do about them. If none of these help, open Support chat from the headset icon at the top of Home.

Where to get help

• Support chat: the headset icon at the top right, or More → Profile → Help & support.

• Email: [email protected].

When you contact Support, mention the app version (bottom of the Profile screen) and what you were doing.

Signing in

• "Invalid email or password" – check the email and password, then use Forgot Password? on the sign-in screen.

• "Could not reach tese.io. Check your connection and try again." – you are offline or on a very weak signal.

• A message about your organisation (for example that you are not associated with any organisation, or that another sign-in method is required) – contact your organisation administrator.

• Wrong organisation – the app uses the organisation linked to your account and has no switcher. Ask your administrator.

Logging data

• "No activity templates are available" – pull down to refresh after signing in. If it stays empty, ask your administrator to publish activities.

• "No approver assigned" – your administrator must assign a reviewer before you can submit that activity.

• The date is rejected – it must be inside an open reporting period. Change the date or the period.

• "Some fields need attention before you can submit" – look for required questions you skipped.

• Submit fails with an error – check your connection and try again; your answers stay on screen.

Scanning

• "Extraction Failed" – retake the photo in good light with the whole document in the frame.

• Wrong activity matched – tap Change activity on the review screen.

• "We could not capture this data" – the document does not match the activity. Try a clearer document or enter values by hand.

• "N submissions waiting to sync" – they are sent when you are back online. Open the app with a connection.

• Camera does not open – allow camera access for tese.io Lite in your phone's Settings.

Tasks and approvals

• No Approve or Reject buttons – you are not a reviewer on that submission, or it has already been decided.

• Rejection won't send – the reason must be at least 10 characters.

Notifications

• No notifications – check notification permission for tese.io Lite in your phone's Settings, make sure you are signed in, then reopen the app.

• After reinstalling or changing phone – sign in again and allow notifications.

• Tapping a notification only opens Home – you were signed out, or that notification has no screen of its own.

Messages, Orbit, Marketplace and Ops

• "Could not connect to chat. Try signing in again." – sign out and sign back in.

• Page won't load in Orbit, Marketplace or Ops – these need a connection; tap Retry.

• Ops missing from the mode menu – your account has no Ops access.

Something is missing

If a screen mentioned in these guides is not in your More list, your organisation may not have that area switched on, or it may not be available for your account. Ask your organisation administrator.

Common questions

Will clearing the app or reinstalling lose my data? Submitted data is safe on tese.io. Anything only on the phone (drafts and queued scans) is lost, so sync first.

The app looks different from these guides. Some parts depend on your organisation's settings and your role. Update the app from the store to get the latest version.

Who do I contact about access and permissions? Your organisation administrator. For problems with the app itself, use Support chat.