If something doesn’t look right in Upvise — missing information, sync delays, or unexpected behaviour — there are a few important things to check first. These are the most common causes and can usually be fixed quickly.


This guide will help you work through the key items before the issue is escalated.


1. Make Sure Your Device and App Are Up to Date

Device Operating System

Please check that your phone or tablet is running the latest version of iOS or Android.
Older versions can sometimes cause display or syncing problems.

Upvise App Version

Open the App Store or Google Play Store and check for any available updates.
Updating the app often resolves issues instantly.

2. Check Your Internet Connection

Upvise needs a stable internet connection to sync your data.
Please make sure:

  • You have Wi-Fi or mobile data

  • Airplane mode is turned off

  • You can load a normal webpage in your browser

If the connection drops during a sync, some records may not upload.

3. Make Sure You Are Not Using a Shared Account

Using the same Upvise login across multiple staff or multiple devices can cause:

  • Overwritten data

  • Missing entries

  • Conflicts between devices

Upvise strictly prohibits shared accounts, and each person must have their own login.

If you’re unsure, please ask your admin or contact us — we’re happy to check for you.

4. Check Your User Access (Role)

If something won’t save or submit, you may not have access rights for that function.
For example:

  • Read Only roles cannot create or submit forms

  • Some roles cannot edit submitted forms

If you think your access is incorrect, let us know and we can help adjust it.

5. Refresh Your Local Data (Quick Fix)

Sometimes the local database on your device can get stuck or out of sync.

A simple fix is:

  1. Log out of Upvise

  2. Log back in

This rebuilds your local data and often resolves missing/incorrect records.

6. If Using Upvise on the Web (Desktop)

Please try:

  • Refreshing the page

  • Clearing your browser cache

  • Using Google Chrome (recommended)

  • Closing extra tabs where the same account may be logged in

If you’re using an unsupported or outdated browser, some features may not display correctly.

7. Confirm You Are Using the Latest Form Version

If a form was recently updated or customised, older cached versions may behave differently.

Refreshing the form or logging out/in ensures you have the newest version.

If you’ve checked all of these and still experience an issue, please contact us with:

  • What you were doing at the time

  • The form or module involved

  • The user name of the person impacted 

  • Their device make, model and application version

  • A screenshot (if possible)