Unable To Start Visit

In any tech-driven operation, glitches are inevitable. Our priority is a seamless user experience each time you open the app—we're here to support you on that journey! Let's go through some troubleshooting steps you can take when you encounter issues starting a visit.

What should I see when I open the app?

When you open the app, the Upcoming list in the "Visits" screen should be immediately visible. A red icon with the words "Start Visit" should be visible next to its corresponding visit card. Some of the screens you might encounter are shown below.

What am I seeing now?

If your "Start Visit" button is missing, your screen probably looks like this:

Common Causes & Troubleshooting

Let's explore some common causes and troubleshooting strategies to ensure your app runs effectively.

If your "Start Visit" button is missing: confirm that today's date aligns with when your visit was scheduled to occur. The "Start Visit" button is only visible on the (scheduled) day of your visit. If the "Start Visit" button is not visible, the scheduled date is likely incorrect.

If the "Start Visit" button is visible, but not responding: verify that your device Permissions are set to our specifications–your Locations settings should be set to "Allow All The Time" or "Always Allow." For a refresher on adjusting your Locations settings, read through this article: How do I enable Location Services?

If you're getting a "Contact Support" error message: the session may need to be refreshed. Fully logging out of the app usually resolves this. Start by tapping on the menu icon. Select your name and tap "Sign Out." Then, log back in with your ThirdChannel credentials. If that still is not resolving the error, please be sure that your location permission is set to Always Allow, not just when using the app

NOTE: NEVER UNINSTALL OR REINSTALL THE APP UNLESS PROMPTED TO BY SUPPORT! Any unsubmitted information/photos will be lost and unrecoverable.

Still stuck?

If the issue persists, please submit a ticket to our support team with the troubleshooting steps you've taken.