Problems and answers
FreeThe things reps ask us most, and the two habits that prevent almost all of them.
1Habit one — back up to your own Google Drive
Settings → Database Backup & Restore → Connect Drive, then Back up now. Pro can also keep it backed up automatically whenever your data changes.
The backup goes to your Drive, not to us. We cannot read it, and we cannot recover your data if you lose the phone without one.
2Habit two — keep a copy you can read anywhere
Settings → Your data → Export business data writes a ZIP of plain CSV files you can open in any spreadsheet. It is free on purpose. It is a readable copy, not a restorable one — restoring a device is what the Drive backup above is for.
Do this before a phone change, before a big import, and before deleting anything you might miss. Importing is the step most worth a backup first.
I imported a spreadsheet and half the rows are missing.
They were almost certainly treated as duplicates rather than dropped. In the import wizard a clinic is a duplicate when the name already exists; the import button on Clinics and Doctors is stricter and needs name + city + district to match. A doctor is a duplicate either way when the phone number already exists, or the same name is already attached to the same clinic.
Also check the mapping step — a doctor row is only imported when it has a name, a specialty and a clinic that the file or your list already contains.
Auto-generate keeps skipping a doctor.
It skips any doctor who already has a visit that week that has not been canceled, and any doctor whose remaining monthly visits are already zero.
It also never places a visit on a day that has already passed, so generating on Wednesday only fills Wednesday onward.
"Time and distance" sorting puts my clinics in a strange order.
The day is divided into 90-minute windows first, and only inside each window is the nearest clinic chosen. A clinic with an appointment window later in the day will not jump forward just because it is close.
Clinics with no coordinates cannot be measured and always sort last. Add a map pin to fix them.
The totals in my debt report look wrong.
Sales are posted to debts with VAT applied at the rate that was set when you saved them. Changing Default VAT % later does not rewrite existing entries.
Returns net against the original sale instead of removing it, so the ledger keeps both lines.
My report is empty.
Check the date range — several reports use a month picker rather than a range, and a range that ends before your data starts produces a valid but empty PDF.
The record count on the Reports screen tells you what the current filter will print before you print it.
I paid, but Pro screens are still locked.
Use Restore purchases from this store while signed in to the store account that made the purchase. If you bought on the other platform, use the cross-platform restore, which uses the Google account linked to Drive.
A store trial you cancelled stays active until the period ends; after that the screens lock again.
My invite code is not accepted.
A code can only be entered in the first 7 days after installing, and only once per Google identity — reinstalling does not reset it.
Both sides need Google connected: the code is tied to the Google account you use for Drive backup.
I cannot redeem my points.
Redemption needs an active paid auto-renewing subscription. It is refused during a store trial, on a Lifetime purchase, and past 12 weeks of extensions in a rolling year.
On iOS, Apple additionally allows at most two subscription extensions per customer per year.
I changed phone. How do I move everything?
On the old phone, Back up now. On the new one, connect the same Google account and use Restore latest backup. This works between Android and iPhone in both directions.
Restoring a purchase is a separate step from restoring data — do both.
Can a colleague see my data?
No. Nothing is shared unless you export it yourself. Export clinics + doctors shares only the roster — your targets, notes and visiting calendar are excluded by design.
The referral service holds your invite identity and points balance only; no business data ever reaches it.
How do I stop other people opening the app on my phone?
Settings → Security → Biometric app lock requires Face ID or Touch ID to open the app. Your device needs biometrics or a passcode set up first.
I want to delete everything.
Settings → Danger Zone → Delete my data wipes the data on this device. It does not delete a backup already in your Google Drive — remove that from Drive yourself if you want it gone.
Export first if there is any chance you will want the data back.