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What should I try if the mobile app is stuck, slow, or showing errors?

Troubleshoot a Clean Smarts app that is stuck, slow, offline, or showing errors without losing work saved on your phone.

Use these steps when Clean Smarts will not open, stays on a loading screen, responds slowly, shows stale information, or displays repeated connection or sync errors.

Applies to: Cleaners and managers using the current Clean Smarts app on iPhone or Android.

Protect Unsynced Work First

Before you reinstall the app, clear its storage, or sign in as a different user, check for work that exists only on your phone:

  • If HOME says You have [number] items to sync, tap that message while you have a stable connection.
  • Tap Sync all items and wait for the pending count to reach zero.
  • Do not use Remove item unless you intend to permanently discard that unsynced item.

Pending items can include check-ins, inspections, issues, scan points, task images, and jobs. Reinstalling the app or clearing its storage can remove local work before it reaches Clean Smarts.

If the app will not open and you may have completed work offline, contact support before reinstalling.

Try These Steps in Order

Stop when the app works again.

  1. Update Clean Smarts. Open the App Store or Google Play, find Clean Smarts, and install any available update. If the app says App update is required, tap Update; that message cannot be dismissed until the required version is installed.
  2. Check the connection shown in Clean Smarts. Open MORE > My Profile and find Connection Status. If it says Offline, move to a stronger Wi-Fi or cellular connection. If one network fails, try the other.
  3. Finish pending uploads. On HOME, open You have [number] items to sync and tap Sync all items. A manual data refresh does not replace this pending-item upload.
  4. Refresh information from the server. Open MORE > Sync, then tap Sync. Use this when schedules, permissions, locations, or status look out of date.
  5. Close and reopen the app. Wait for any sync in progress to finish, fully close Clean Smarts, and open it again.
  6. Check only the permission related to the problem. - For check-in, check-out, scan-point, or geofence errors, turn on Location Services and Precise Location. Always or Allow all the time is needed when your company uses background geofence monitoring or automatic clock-out. - If the camera will not open for a photo, video, or scan, allow Camera access. - If alerts do not appear, allow Notifications.
  7. Restart the phone. Open Clean Smarts again and repeat the action once.
  8. Log out and back in. Do this only after pending items have synced. Open MORE > Logout, then sign back in with the same account while online.
  9. Reinstall only as a last step. First confirm that the pending-item count is zero. Delete Clean Smarts, reinstall the current app from the store, sign in while online, and open MORE > Sync.

Match the Message or Symptom

Error syncing offline data

The app could not refresh its saved server data. Confirm Connection Status is Online, try another network, and run MORE > Sync again. Do not reinstall while HOME still shows items to sync.

No internet connection or Unable to connect to the server

The phone does not currently have a usable path to Clean Smarts. Turn off Airplane Mode, try Wi-Fi and cellular separately, and reopen the app. If several users on different networks see the same message, report that detail to support because the issue may not be limited to one phone.

You logged in, but no locations or tools appear

This is not always an installation problem. The app displays a specific message when an administrator has not assigned your user any locations or modules. Ask your supervisor or account administrator to check your location access and user modules, then run MORE > Sync.

One button or feature is missing

Feature visibility depends on your user modules, company settings, and location access. If a coworker can see the feature, ask an administrator to compare your access before reinstalling the app.

The app is online, but mobile information disagrees with the web portal

Upload all pending items first, then run MORE > Sync. Managers should verify important time records in the web portal before changing or repeating a punch.

Use Geofence Debug Only When Support Asks

Geofence Debug appears under MORE only when the diagnostic option has been enabled for your account.

It is not a general repair tool. When support asks you to use it, follow the exact instructions they provide. Flush & Clear sends the buffered geofence diagnostic events and then clears that diagnostic buffer. Clear discards the buffer without sending it.

Do not use those actions to clear app data, fix sync, or remove pending work.

Contact Support With Useful Details

If the problem continues:

  1. Open MORE > Feedback. This opens an email draft to Clean Smarts support. You can also open MORE > Help for the support site.
  2. Include the app Version shown at the bottom of MORE.
  3. Include your phone model, iPhone or Android version, the screen you were using, what you tapped, and the exact error message.
  4. State whether Connection Status showed Online or Offline, whether pending items remained, and which troubleshooting steps you completed.
  5. Explain whether the problem affects one user, one location, or several users.

Do not include your password or unnecessary employee or customer information.