> 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, contact Essential through the Talk to a human tab 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 Essential through the Talk to a human tab. ## 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 Swipe back may be disabled in parts of the mobile app to avoid leaving reports in an unpublished draft state by accident.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 recent reports. 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, the Visits tab also lets you browse back to earlier days and reopen those visits. ## 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. Tap the number to call it. 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, contact Essential through the Talk to a human tab with the report, visit, property, device, and screenshot. > **Where to find it:** Mobile app > Visits or Reports, and Essential Assistant > Talk to a human from the web app ## 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) --- # 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. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://learn.withessential.com/field-operations/mobile/common-mobile-questions.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.