Account and billing
Troubleshooting, the short list
The problems that actually come up, in order of frequency, with the fix for each. Login, sync, photos, publishing, and browser quirks.
By Owen Murray, founder of InspectorKit · Updated July 6, 2026
Software problems on inspection day are a special kind of stress, so this page is ordered by what actually goes wrong most, with the shortest path out of each.
I cannot log in
The login page has two paths. The email code path sends a six-digit code, and the password path is behind the Use password login button. The most common stumble is requesting a code, then trying to use an old code from a previous email. Codes are single-use and the newest one wins.
If a code never arrives, check spam, then confirm the email address is the one you signed up with. Still stuck, email support from the address on the account and say so.
The sync pill shows a number that will not clear
A number on the pill means changes are safely on your phone waiting to sync. On a working connection it clears within seconds. If it sits there while you clearly have signal, tap the pill to retry. If it says sign in to sync, your session expired mid-job, and signing back in sends everything without losing a word. The offline field guide explains every pill state.
The one thing not to do is clear your browser data while changes are pending. Waiting edits live on the device until they sync.
Photos will not upload
Photos are the heaviest thing you sync, so they surface weak connections first. They queue like everything else and upload when the pipe improves. If one photo seems genuinely stuck, reopen the item and check it is still attached, then tap the pill to retry the queue.
Publish keeps failing
Publishing needs a real connection, since it uploads photos and creates the share link. In a dead zone the app says exactly that. On decent signal a failed publish is usually one flaky moment, and hitting Publish again completes it. The publish guide covers what happens during the step.
The app looks wrong or acts stale
A hard refresh solves most rendering oddities after an update. On a phone, close the tab fully and reopen. Chrome and Safari from the last few years are both fully supported, and the report web view works in whatever browser your client owns.
Anything not on this list, write in. Every report of a real bug gets fixed by the person who wrote the bug.
Common questions
Is there a status page or a way to know if the problem is on your end?
If something is broken platform-wide, I say so on the changelog page and by email to anyone who writes in. A one-person company cannot hide behind a status page theater, so you just get told.
What should I include when I email support?
The property address of the affected report, what you expected, and what happened instead. A screenshot of the sync pill helps for anything sync-related. That is usually enough to trace it in one round trip.