Tell us what stopped the work. We’ll help you move it forward.

01

Before you write

• Confirm the phone, tablet, or computer has a working internet connection.
• In the mobile app, open Activity or Sync to check whether work is waiting to synchronize.
• Refresh the page or app and confirm you selected the intended workspace and location.
• For scanning, confirm camera access is enabled and try the manual barcode-entry option.

02

Account access

Use “Forgot or need to set your password?” on the sign-in screen to receive a secure recovery link. If you no longer have access to the account email, contact support so we can explain the verification steps available for your workspace.

03

Synchronization and inventory questions

OnHandly keeps pending mobile work in the Activity tab until it is accepted by the shared workspace. If an item remains pending or fails, leave it in the queue and contact us before recording the same movement again. This helps prevent duplicate inventory activity.

04

Billing support

Workspace owners can manage web subscriptions from the billing area in the OnHandly web application. If the billing portal is unavailable or the workspace plan does not match a recent payment, email support with the workspace name and invoice date. Do not send full payment details.

05

Privacy and account deletion

Account deletion can be initiated inside the iOS or Android app from Account. If you cannot sign in, use the account deletion request page from any browser. Read the Privacy Policy for retention and deletion details.

06

Service status and urgent security issues

If you suspect unauthorized access, include “Security” in the email subject and sign out of active devices when possible. For a service interruption, tell us whether it affects iOS, Android, web, or more than one surface, and whether other members of the workspace see the same problem.