> For the complete documentation index, see [llms.txt](https://learn.withessential.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://learn.withessential.com/field-operations/mobile/common-mobile-questions.md). # Common mobile questions ## I see "No active account found." What should I check? Confirm the technician is using the correct email address and that their Essential user account is active. If they can log in on one device but not another, refresh the app and try again. If the account should be active but login still fails, the technician cannot reach Support in the mobile app, so someone in the office should contact Essential from the web app (Essential Assistant > **Talk to a human**) with the technician name, email, and device. ## I accidentally clocked into the wrong visit. Clock out of that visit if the app allows it. You can clock in again when you are ready to perform the visit. If you are stuck clocked into more than one visit or cannot clock out, contact the office, or contact Essential from the mobile app: open **Support** and tap **Talk to a human**. ## I cannot clock out. If the button says **Clock Out (Submit Summary First)**, submit the visit summary first. Then return to the visit detail page and clock out. If that does not clear the issue, check whether the app is offline or still syncing. ## Why doesn't swipe back work on iPhone? Swipe back may be disabled in parts of the mobile app to avoid leaving reports in an unpublished draft state by accident. Use the visible navigation controls instead. ## Can I see past work on mobile? Use the Reports tab for reports within the same history window as Visits. On a specific visit, scroll to the bottom to see prior work for that property when available. If your office sets **Days in the past technicians can see** in Settings -> Team -> Technician App -> Scheduling, the Visits tab also lets you browse back to earlier days and reopen those visits. ## How do I change my schedule notifications? Tap your avatar, open **Settings**, and find **Schedule notifications**. If your administrator allows technician overrides, choose your Frequency and Channel and tap **Save notifications**. Choose **Business default** to follow the office's settings. If the page says **Managed by your administrator**, you can see the preference that applies to you but cannot change it. Ask an admin to update your row under Settings -> Team -> Technician App -> Notifications or to turn on **Allow technicians to override**. Changes to today's schedule always send a push right away. Your preference controls additions, moves, and removals on future days only. ## Can I call a phone number I see in the app? Yes. Phone numbers shown in text — including numbers typed into descriptions, notes, or instructions — appear as teal links you can tap to call. This doesn't apply inside a tappable row such as a visit card, where the row's own tap takes over and the number displays as plain text instead. Common extension formats such as `ext 123`, `extension 123`, `x123`, and `#123` are included. A 7-digit number without an area code is dialed using your business phone number's area code when Essential knows it; otherwise, copy the number and dial it manually. The iOS Simulator cannot place calls; test the call prompt on a physical phone. Essential shows an explanation when the current device has no dialer. ## Can I copy text from the app? Yes. Press and hold most text — like the visit description, technician instructions, addresses, or notes — to highlight it. Drag the selection handles to copy only the part you need, and tap elsewhere to clear the selection. Text on buttons and tappable rows is not selectable. ## My report is not uploading. Check the offline or syncing banner and leave the app open until syncing finishes. If the report keeps erroring or returns you to the main screen, open **Support** in the mobile app, tap **Talk to a human**, and send the report, visit, property, device, and a screenshot. > **Where to find it:** Mobile app > Visits or Reports. To reach Essential: Mobile app > **Support** > **Talk to a human** (when your bottom bar shows **More**, select **More** > **Support**). See [Get help in the mobile app](/field-operations/mobile/get-help-in-the-mobile-app.md). ## Related guides * [Mobile troubleshooting](/field-operations/mobile/mobile-troubleshooting.md) * [Work offline and sync mobile changes](/field-operations/mobile/work-offline-and-sync.md) * [Use On My Way, Clock In, and Clock Out](/field-operations/mobile/on-my-way-clock-in-clock-out.md) * [Fill inspection reports on mobile](/field-operations/mobile/fill-inspection-reports.md) * [Configure technician schedule-change notifications](/administration/settings/configure-technician-schedule-notifications.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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