Mobile App
Why is a Site or Form Not Showing in the Mobile App?
Last updated
A site or form that should be in the mobile app but is not almost always comes down to visibility rules on the account, not a broken phone. This article walks the checks in the order that finds the cause fastest.
First Checks on the Phone
Confirm the sign-in. Check which email address and Company ID the app is actually signed in with. A different email than the one your administrator set up means different visibility.
Refresh the app. Close and reopen the app so it pulls fresh data. If nothing changes, sign out and sign in again. If the site or form appears after that, it was stale data on the device and nothing else needs fixing.
Checks for Administrators
Work through these in order in the Sitefotos backoffice. Stop at the first one that explains the gap.
Is the site active and assigned? Open Sites and find the site. It must be active, and the person’s company must be assigned to it. A contractor only ever sees sites their company is assigned to.
Does a route hide it? If your account uses Routes, the app shows what the active routes contain, not the raw site list. The site has to be inside an active route, and when a route is limited to specific people, the person has to be on that route’s list.
Is the form shared with the user? A form appears only for the people it is shared with. Sharing can be everyone, employees only, contractors only, or specific contacts. Open the form in Form Builder and check its sharing.
Is the form attached to the site? A form also carries its own list of sites. The site in question has to be on the form’s site list.
Is the form still active? Archived or deactivated forms never show in the app, even when sharing and sites are right. Reactivate the form if it should still be in use.
Contractors and Work Orders
Assigning a work order to a contractor does not grants them access to the site. Site access and work order assignment are two separate settings, and the contractor needs both:
Their company assigned to the site.
The work order assigned to them.
If you only created the work order, they will not see it in the app.
Still Stuck?
Contact support and include four details:
The email address used in the app.
The Company ID.
The exact site name.
The exact form name.
This information allows support to trace the visibility rules directly and provide a resolution.
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