Contact support & get help
Who to ask when something goes wrong, what to tell them, and remote help.
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Overview
Your first stop is your own office - they set up your account and can see what you have sent. If your company uses it, Get Remote Help in Settings lets support see your screen while you talk them through the problem.
Ask the office first
The office can fix most things from their end:
- You cannot sign in - they can set a new password on your user.
- A job, labour code or product is missing - they set those up.
- A button you need is not there - it is a company setting or a role on your user.
- Something you sent has not arrived - they can check what reached them.
The app has no built-in support form, so phone or message them the way you normally would.
What to tell them
A few details save a lot of back and forth:
- What you were doing - “saving a purchase order on job 10652”, not “it does not work”.
- What you saw - the exact message, or a screenshot of it.
- When it happened - roughly what time, so they can find it.
- Whether you had signal - the cloud at the bottom of the home screen is green online and red offline.
- Which app version - it appears in the bar at the bottom of the home screen now and then, as Version and a number.
Remote help
If your company uses remote help, support can watch your Tradie screen while you are on the phone to them.
Step by step: share your screen with support
- Call support or the office.
- Open Settings and find Remote Help.
- Tap Get Remote Help. A six-digit code appears.
- Read the code to the person helping you.
A banner shows while they are watching, with a button to stop it. They only ever see the Tradie app, never the rest of your phone. See Remote help.
Before you call
- Check you have signal - many problems clear once the phone is back online.
- Close the app fully and open it again - it reloads your lists.
- Do not clear the app’s data or reinstall it - anything not yet sent would be lost.
See also
- Troubleshoot stuck submissions - something that has not gone through.
- Troubleshoot slow connections - when everything is slow.
- Change your password - when you are locked out.