Troubleshoot the mobile app

Treesafe’s mobile experience lets you install Treesafe on a phone or tablet, view records offline, and send changes when your connection returns. Use this guide to resolve installation, sign-in, synchronisation, and mobile-action problems.

Common problems

Start with these checks:

• Confirm that your device has an internet connection if you are signing in, refreshing information, or sending saved changes.
• Open Treesafe in Safari on an iPhone or iPad, or Chrome on Android. On a computer, Chrome and Edge support installation. Other browsers do not currently support installing Treesafe.
• If you installed Treesafe, open it from your home screen or app drawer rather than an old browser tab.
• Open the Install & Sync page and check Connection, Pending uploads, and Local data. These areas show whether you are online, whether changes are waiting to be sent, and which information is stored on your device.

The app will not open

If Treesafe will not open or install:

1. Open Treesafe in a supported browser: Safari on iPhone or iPad, or Chrome on Android.
2. On iPhone or iPad, tap Safari’s Share button, choose Add to Home Screen, and tap Add in the top-right corner.
3. On Android, open Chrome’s ⋮ menu and choose Install app or Add to Home screen. If Treesafe shows Install Treesafe, you can use that button instead.
4. If you are using Chrome or Edge on a computer, look for the install icon at the right side of the address bar, or open the browser menu and choose Install Treesafe.

If the install option is not shown, the browser has not detected that installation is available yet. Use the browser-menu instructions above. If you are using another browser, switch to Safari on Apple mobile devices or Chrome on Android.

After installation, the page should show Treesafe is installed. Open Treesafe from the home screen or app drawer for full offline support. If you dismissed the installation prompt, return to the Install & Sync page and try again.

Sign-in problems on mobile

Treesafe offers two sign-in choices:

• Enter your email and select Email me a sign-in link. When the link is sent, check the inbox for the message. If you do not receive it, select Try again and check your spam or junk folder.
• Select Use password instead, enter your email and password, and select Sign in.

If password sign-in fails, check the email address and password carefully. Treesafe may show Invalid email or password. If the account has no password, use Use email sign-in link instead. If the account is locked after repeated failed attempts, wait and try later or use the email sign-in link.

For a forgotten password, select Forgot password?, enter your email, and select Send reset link. If an account exists for that email, Treesafe sends a reset link that is valid for 1 hour. Then return to sign-in and use the new password.

If an email sign-in link says it has expired or has already been used, request a new link. Open the newest link on the same mobile device where you want to use Treesafe.

Information that is not up to date

Treesafe can display information saved on your device while you are offline. The Connection card shows either Online — live data or Offline — changes will sync when back online. While offline, information may be from the last time it was downloaded.

When you are online:

1. Open Install & Sync.
2. Check the last-warmed time shown in Connection and the times shown under Local data.
3. Select Refresh now. This control is available only while you are online.
4. Wait for the refresh to finish, then reopen the record or screen you were viewing.

If Local data says No local data yet — refresh to download offline-capable records, select Refresh now while connected. If a store shows an error, note the message and contact your administrator if refreshing again does not resolve it.

Mobile actions that cannot be completed

An offline action may wait until the device reconnects. Treesafe’s mobile experience supports submitting clock-ins, safety forms, and time sheets without a signal. While offline, those changes appear under Pending uploads and are sent when the connection returns.

To send waiting changes:

1. Reconnect to the internet.
2. Open Install & Sync and confirm that Connection shows online.
3. Select Retry now under Pending uploads.

If an item could not be sent, it appears under Failed with the last error message. Reconnect, read the message, and select Retry. A failed item can be moved to the failed list after 5 attempts; you can try it again with Retry or remove it from that list with Discard. Do not discard an item unless you are sure you no longer need to send it.

If a site inspection needs a photograph, allow Treesafe’s browser access to the camera and photos when prompted. If access was denied, review the camera and photo permissions for the browser in your device settings, then try the action again.

When to contact an administrator

Contact your Treesafe administrator when:

• You see No active account found for this email.
• Your account is locked and you cannot use the email sign-in link.
• You need your email address, role, or account access corrected.
• Install & Sync is unavailable even though you are signed in and using a supported browser.
• A change remains under Failed after you reconnect and select Retry, or the displayed error says you do not have permission.
• Information is still out of date after a successful Refresh now.

Access to Install & Sync is available to Treesafe users with Staff access or higher. An administrator can confirm that your account is active and has the access needed for the mobile work you are trying to complete. When reporting a problem, include the screen name, the action you tried, whether Connection showed online or offline, and the exact error message.