3.4 Troubleshooting: app won’t sync

If a user’s interactions aren’t appearing in the console, the app may not be syncing. Here’s how to diagnose and fix it.

Common causes

• No internet connection — The app needs connectivity to sync. Card scanning and data entry work offline, but the data won’t reach the server until there’s a connection.

• App is in the background or closed — Sync only happens when the app is open and active. If the user switched to another app or locked the phone, syncing pauses.

• User force-quit the app — Force-closing the app stops all background processes including sync. Reopen the app to resume.

How to fix it

1. Ask the user to open the Helpie Event app.

2. Check that the phone has an internet connection (WiFi or mobile data).

3. Tap Sync Now in the app’s More menu.

4. Wait 1–2 minutes and check the console to see if new interactions appear.

If it still doesn’t sync

• Try switching from WiFi to mobile data (or vice versa). Exhibition venue WiFi can be unreliable.

• Close the app completely and reopen it.

• If the problem persists, contact us. The data is safe — it’s stored locally on the device until sync succeeds.

Pro tip: Data is never lost due to sync delays. Everything captured is saved on the device first. Once connectivity is restored, it syncs automatically.

Next steps

• How offline mode and data sync work (2.9)

Still need help?

Email us at prioritysupport@helpie.io or call +91 98206 08561.