FAQ

Straight answers to the questions admins ask most.

A user cannot sign in. What do I check?

Work through this list in order:

1. Confirm the email or phone on the Users page matches what they are typing. Phone numbers must be in E.164 format, for example +14155550123.
2. Check the Identity column. "Pending" means they have never completed a first sign-in.
3. Have them request a fresh one-time code; codes expire.
4. Check spam and SMS filtering for the code message.
5. If everything looks right but sign-in still fails, contact support with the user's name and the time of the attempt.

Someone left the company. What do I do?

Open People → Users, find them, and click Deactivate. This removes them from the organization, bans their sign-in, and pulls their mobile app access. Their identity is recoverable if they ever rejoin, and everything they captured and submitted stays intact. See Deactivating a user.

An invitation says pending forever. Now what?

"Pending" means the invitation was sent but never accepted. First confirm the email or phone number is right. There is no resend button: invite the same address again from the assignment's Access tab. If the person swears they accepted but the status has not moved, check the assignment's People tab to see whether they show any activity, then contact support if the record looks stuck. See Assignment-level invitations.

Can I change a published profile?

No, and that is deliberate. Published profiles are locked server-side so every assignment can prove exactly which fields existed when its media was captured. To make changes, clone the profile (or clone a reference template) or create a new version, then publish the new one. Existing assignments keep the version they were created from. See Lifecycle.

If I edit capture settings, do old assignments change?

No. Capture settings are snapshotted onto each assignment at creation. Editing team defaults affects only assignments created afterward, and editing one assignment's settings affects only that assignment. History never rewrites itself. See Snapshot semantics.

A field user deleted a photo by mistake before submitting. Can we get it back?

It depends on the sync state when it was deleted:

• If the item had already synced to the server, deleting is a soft delete and the file is retained on the server. Contact support to restore it.
• If the item was still only on the device (captured, queued, or failed), the server may never have received a copy. Check the media browser filtered by sync state first, then contact support quickly.

Once media is submitted, it is locked and cannot be deleted from the field app at all. See Submissions and media.

Can I export all media for an assignment at once?

Not today. Downloads are per item via Download original in the lightbox sidebar, which always delivers the clean, unwatermarked master. There is no bulk zip or CSV export. For large pulls (carrier requests, legal discovery), contact support.

How do I give a contractor temporary access?

Do not add them to your org directory. Open the assignment, go to the Access tab, and invite them by email or phone as a collaborator (can capture) or observer (view only). When the work is done, revoke the invitation from the same tab. Revocation is immediate. See Assignment-level invitations.

Can we rename "Teams" to "Crews"?

Yes. Go to Settings → Terminology and change the singular and plural forms of the team noun. The new names apply across the console and the mobile app. Eight nouns are rebrandable: business unit, team, assignment, and location, each singular and plural. See Terminology.

Who can see the audit log?

Anyone with the audit.read permission: org admins, business unit admins, and team admins. Members, collaborators, and observers cannot. See Audit log.

Our webhook endpoint is failing. How do I debug it?

1. Open System → Webhooks and look at the Recent deliveries card for the endpoint.
2. Check the Response code column: 2xx means your server accepted the delivery; 4xx/5xx means your server rejected or errored on it; no code with attempts climbing suggests a network or DNS problem.
3. Click a failing row to open the Delivery detail drawer, which shows the exact request and response. Your server logs should match what you see there.
4. Confirm your receiving code verifies the X-CC-Signature header correctly; signature mismatches are the most common cause of 4xx responses after an endpoint change.

See Webhooks.

Can field staff create assignments from the app?

Yes, if two conditions are met: the org's Mobile app setting is on (it is by default), and the person is an org, business unit, or team admin. Members and collaborators cannot create assignments from the app regardless of the setting. Mobile-created assignments appear on teammates' devices on next sync. See Organization settings.

What exactly happens when I delete an assignment, team, or organization?

• Assignment (from the list): tombstoned, removed from every device on next sync, captured evidence retained in storage.
• Assignment (from its detail page): the confirmation can include its captured media; read the prompt carefully, it cannot be undone.
• Team: its assignments, profiles, and members are removed.
• Business unit: it and all its teams are permanently deleted; the confirmation says so explicitly.
• Organization: hidden from the console, but data is retained and can be restored by support.

Details: Assignments, Structure and terminology.

Why does an assignment say "submitted" and then flip back to "active"?

The submitted status is automatic: the platform sets it when every media item on the assignment belongs to a submission, and clears it the moment new media arrives. A flip back to active means someone captured more media after the last submission. See Status filter chips.

Can I create a custom role?

No. The six roles are a fixed set enforced by the server. Pick the closest role, or use assignment-scoped collaborator and observer invitations to narrow someone's reach. See Roles and permissions.