Get Support and Escalate Issues
Collect the right context before contacting support, separate access and sync issues from data issues, and keep customer expectations clear.
Before you start
- You can identify the workspace and user involved.
- You know whether the issue happened in the admin portal, mobile app, or both.
- You can describe what the user expected and what happened instead.
Expected outcome
Support receives enough detail to investigate quickly, and your team can keep working through common access, sync, and workflow issues.
Start with the symptom
Before contacting support, write down the symptom in one sentence.
Good examples:
- An engineer cannot see a deployed job on mobile.
- A report shows old visit notes.
- An admin cannot find the Quotes page.
- A user accepted an invite but landed in the wrong workspace.
Avoid vague reports such as "the system is broken" or "sync failed" without the record or user involved.
Collect the support details
Include:
- Workspace name.
- User email address affected.
- Whether the issue is in admin, mobile, or both.
- Site name.
- Inspection, defect, quote, work order, or customer account involved.
- Approximate date and time.
- Device type and browser or app platform if relevant.
- Whether the device had good signal, weak signal, or no signal.
- What the user expected.
- What happened instead.
Do not send passwords or shared credentials to support.
Check the common causes first
| Symptom | First check |
|---|---|
| A page is missing | Confirm workspace, role, and feature availability. |
| An engineer cannot see a job | Confirm the job is deployed, assigned to them, and they are in the right workspace. |
| An assignee is missing | Confirm field work is enabled for that member. |
| The office cannot see mobile work | Confirm the engineer has no pending sync. |
| A report looks stale | Confirm sync finished and the report was regenerated after source data changed. |
| An invite did not land correctly | Reopen the browser invite link and confirm the invited email address. |
Decide whether to pause work
Pause and contact support before continuing if:
- data appears under the wrong workspace
- a report is going to a customer and the source record looks wrong
- a user has access they should not have
- repeated sync attempts do not clear after connectivity returns
- you cannot identify which record will be updated by an action
For lower-risk issues, capture the details and continue with the safest manual step that does not duplicate or overwrite records.
Keep customer expectations clear
When a customer-facing output is delayed:
- Say that the team is verifying the field data before issuing the document.
- Avoid promising a report until sync and review are complete.
- Keep the site, inspection, and output involved in the support note.
- Send the final output only after the office review is complete.
Contact support
Use the support link in the docs footer or email support@deucalion.uk.
Include the support details above and any screenshots that show the page, record, or error state. Screenshots should not include passwords, payment details, or unrelated customer data.