Common Issues

• I can't see certain assets
• I can't edit or delete assets
• Sync issues on mobile
• Import errors
• Reports not available on mobile
• "Organisation not found" after joining
• Refreshing data
• Browser issues
• Contact support

"I Can't See Certain Assets"

Cause: Your account may have location-based access restrictions, or you may have filters active.

• Check filters — Clear all filters on the asset list to see if the assets appear.
• Check your access — Ask your admin whether your account is restricted to specific locations. See Roles & Permissions.
• Check your role — Viewers can see assets but not edit them. Scanner-role users can only interact with assets via scanning.

"I Can't Edit or Delete Assets"

Cause: Your role doesn't have edit permissions.

• Viewer role — Read-only access. Ask your admin to upgrade your role to Editor or above.
• Scanner role — Can only change status via scanning. Cannot edit other fields.

See the permission matrix for the full breakdown.

Sync Issues on Mobile

Symptoms: Changes aren't appearing, data seems stale, or the sync indicator shows an error.

1. Check connectivity — Ensure you have an internet connection.
2. Force sync — Pull down to refresh on the asset list.
3. Check sync status — The sync indicator shows the last successful sync time.
4. Restart the app — Close and reopen the mobile app.
5. Clear app data — As a last resort, sign out and sign back in. This re-downloads all data.

If changes from another user aren't appearing, use Help → Refresh (see below) or force a refresh.

Import Errors

"Duplicate code" Error

The CSV contains an asset code that already exists in your organisation, or the same code appears more than once in the file.

• Check for duplicate rows in your CSV
• If the asset already exists, use purchase import mode to update it instead

"Invalid status" or "Invalid condition"

The status or condition value in your CSV doesn't match any configured status/condition name exactly. Check spelling and case.

"Invalid date format"

Dates must be in YYYY-MM-DD format (e.g. 2024-03-15). Other formats like DD/MM/YYYY or March 15, 2024 are not accepted.

Missing Required Fields

Every row needs at minimum: code, description, type, location, and status. Check that these columns exist and have values for every row.

Reports Not Available on Mobile

PDF report generation is only available on the web interface. The mobile app does not support generating or viewing reports. Use a desktop or laptop browser to access reports.

"Organisation Not Found" After Joining

If you used a join link but can't see the organisation:

1. Refresh the page or restart the app
2. Sign out and sign back in
3. Check with the admin that the join link is still valid (links can be regenerated, which invalidates previous ones)

Refreshing Data

If data looks stale, changes aren't appearing, or something seems out of sync, use the Refresh function under the Help menu.

There are two options:

• Soft Refresh — Fetches the latest data from the server without clearing your local cache. Safe to run at any time.
• Hard Refresh — Deletes your local cache and re-downloads everything from the server. Use this if data is clearly wrong or corrupted. If you have pending changes that haven't synced yet, batapp will warn you before proceeding — you'll need to type REFRESH to confirm.

Browser Issues

If the web app isn't loading correctly, displays outdated content, or behaves unexpectedly:

1. Try a hard refresh — Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac)
2. Clear your browser cache
3. Try an incognito/private browsing window
4. Check that your browser is up to date

Contact Support

Use Help → Contact in the app to reach the support team — it links to the support portal and shows the support email address.

You can also email support@batapp.co.za directly. Include:

• What you were trying to do
• What happened instead
• Your browser/device and operating system
• Screenshots if applicable