Troubleshooting
Quick Fixes #
Try these first before diving into specific issues:
- Pull to refresh — pull down on any list screen
- Restart the app — close completely and reopen
- Check internet — verify Wi-Fi or cellular is active
- Check your site — open the WordPress site in a mobile browser
- Update the app — install the latest version from App Store / Google Play
- Restart your device — a full power cycle resolves many issues
Connection Problems #
Cannot Connect to Server
Symptoms: “Connection failed”, timeout errors, loading spinner that never stops
Fix:
- Verify the site URL includes
https://and has no trailing slash or path - Test the site in your mobile browser — if it doesn’t load there, the issue is server-side
- Check your internet connection (try switching between Wi-Fi and cellular)
- Contact your administrator to verify the PloverCRM plugin is active
SSL Certificate Errors
Fix:
- Verify the site loads with a padlock icon in your mobile browser
- Check your device date/time is set to automatic (incorrect date causes certificate failures)
- Update your device OS — older versions may not trust newer certificates
Timeout Errors
Fix:
- Try on a faster connection (Wi-Fi instead of cellular)
- Retry during off-peak hours
- Contact your administrator to check server performance
Authentication Errors #
Invalid Credentials
Symptoms: “Invalid username or password”, “Authentication failed”
Fix:
- Use your WordPress username — not your email address
- Use your API password — not your WordPress login password. The API password is a separate 12-character string generated in PloverCRM settings
- Check for typos — both fields are case-sensitive
- Contact your administrator to verify your API password is still active
Unexpected Logout
Fix:
- Your API password may have been revoked — contact your administrator
- Your WordPress account may have been deactivated
- Try logging in again with the same credentials
- If that fails, request a new API password
Sync Issues #
Workspace Sync Failed
Symptoms: Missing custom fields, wrong stage colors, outdated lists
Fix:
- Settings → Data & Sync → Refresh Workspace Data
- If that fails, logout and login again (triggers a full sync)
- Check internet connection
Contacts Not Appearing
Fix:
- Clear any active filters (check for highlighted search icon or filter indicators)
- Pull to refresh the leads list
- Check your view scope — your CRM role may limit you to “Owned” contacts only
- Contact your administrator about your permissions
Changes Not Saving
Fix:
- Verify internet connection — edits require connectivity
- Check your permissions — you may not have edit access for that contact or field
- Ensure required fields are filled (at least one of: name, email, or phone)
- Check for duplicate contacts (same email or phone)
Notification Problems #
Push Notifications Not Received
Fix:
- Check device permissions:
- iOS: Settings → PloverCRM → Notifications → Allow
- Android: Settings → Apps → PloverCRM → Notifications → ON
- Verify notifications are enabled for the workspace in app settings
- Check Do Not Disturb / Focus mode
- Logout and login to re-register the push token
- Verify your administrator has enabled push notifications in WordPress
Reminder Notifications Not Appearing
Fix:
- Check device notification permissions
- Verify the reminder is scheduled for a future time (past reminders don’t trigger notifications)
- Android: Check battery optimization isn’t killing the app — add PloverCRM to “unrestricted” apps
- iOS: Enable Background App Refresh for PloverCRM
Notifications Delayed
Fix:
- Disable battery saver / low power mode
- Don’t force-close the app from the app switcher
- iOS: Settings → General → Background App Refresh → enable for PloverCRM
- Android: Settings → Battery → PloverCRM → Unrestricted
Performance Issues #
App Slow or Freezing
Fix:
- Restart the app
- Clear app cache:
- iOS: Delete and reinstall the app
- Android: Settings → Apps → PloverCRM → Storage → Clear Cache
- Update to the latest app version
- Restart your device
- Ensure at least 1 GB free storage
High Battery Usage
Fix:
- Disable Background App Refresh if not needed
- Avoid constant pull-to-refresh
- Update to the latest app version (may include battery optimizations)
App Crashes #
Crashes on Launch
Fix:
- Restart your device
- Update the app to the latest version
- Delete and reinstall the app
- Update your device OS
Crashes During Use
Fix:
- Update the app
- Close other apps to free memory
- Delete and reinstall if persistent
- Report the crash to support with steps to reproduce
Android-Specific Issues #
Battery Optimization Killing the App
Many Android manufacturers aggressively kill background apps. To prevent this:
| Manufacturer | Setting |
|---|---|
| Samsung | Settings → Battery → Never sleeping apps → Add PloverCRM |
| Google Pixel | Settings → Battery → Battery optimization → PloverCRM → Don’t optimize |
| OnePlus | Settings → Battery → Battery optimization → PloverCRM → Don’t optimize |
| Xiaomi/MIUI | Settings → Apps → PloverCRM → Autostart → ON; Battery saver → No restrictions |
| Huawei | Settings → Battery → App launch → PloverCRM → Manage manually → Enable all |
Notification Channel Settings
Android uses notification channels. PloverCRM has two channels:
- Default — push notifications for new contacts
- Reminders — local reminder notifications
You can configure sound, vibration, and importance for each channel independently in Android Settings → Apps → PloverCRM → Notifications.
iOS-Specific Issues #
Background App Refresh
For timely notifications and data sync:
- Settings → General → Background App Refresh
- Enable for PloverCRM
Low Power Mode
Low Power Mode can delay notifications. Disable it when expecting important alerts: Settings → Battery → Low Power Mode → OFF
Getting Help #
When contacting support, include:
- Device: model and OS version (e.g., iPhone 15, iOS 17.4)
- App version: found in Settings → Check for Updates
- WordPress site URL
- Exact error message (screenshot if possible)
- Steps to reproduce the issue
- When it started and how often it happens
