6. Troubleshooting
Can't Login
- Email and password: Make sure you're using the exact email you registered with. Passwords are case-sensitive.
- Internet connection: Ensure your phone has active WiFi or mobile data.
- Account not verified: Check your email for the verification code and complete verification.
- Account issues: Contact your consultant to check your account status.
OTP Code Not Received
- Wait 2 minutes — email delivery can take a moment
- Check spam/junk folder — look for email from "FirmUp" or "noreply@firmup.app"
- Check the email address — make sure you're checking the right inbox
- Code expired — OTP codes expire after 10 minutes, start the process again
App is Slow or Not Loading Data
- Check your internet connection — try switching between WiFi and mobile data
- Pull down to refresh on any list screen
- Close the app completely and reopen it
- Clear app cache: Settings → Apps → FirmUp Accounting Client → Storage → Clear Cache
Note: Clearing cache does NOT delete your account or data.
App Crashes or Freezes
- Update the app from Google Play Store
- Restart your phone
- Reinstall the app (your data is stored on the server, not your phone)
Files Won't Upload
- File size: Maximum is 10 MB — compress or split larger files
- File type: Only PDF, DOC, DOCX, ZIP, RAR, JPG, PNG are supported
- Internet: Use WiFi for large files
Can't See Projects or Accounting Data
This usually means your consultant hasn't set things up yet. Contact them and ask to:
- Create a project for you (for Projects section)
- Set up your accounting entity (for Accounting section)
- Assign the correct permissions to your account
Forgot Password
Currently, password reset must be done through your consultant. Contact them to reset your password.
Coming in a future update: Self-service password reset via email.