Cannot log in
- Use app.creativuk.co.uk — not an old bookmark
- Check your username and password carefully (shared with you privately)
- Clear browser cache or use a private window if you log out immediately
- There is no forgot-password option in the app — contact your team lead if you cannot log in or need your password reset
Appointment not in the list
- Expand Appointment Date Filter on Appointments and tap This Week or This Month — the app shows today only by default, so future appointments are hidden until you change the filter
- Tap the refresh icon at the top of Appointments
- Check Next Week or Next Month if the visit is further ahead
- If it still does not appear after checking the filter, contact your team lead — do not create a duplicate job unless trained to
Solar Progress step greyed out
- Finish the previous step fully (submit, not just save)
- On OpenSolar, link a project ID — the step counts complete when linked
- If Energy Bill Disclaimer should appear, save the survey with “no energy bill” and refresh Solar Progress
- Ask your team lead if a step stays blocked
Survey photos will not upload
- Allow camera and photo access in browser or device settings
- Use good lighting; retry one photo at a time
- Save the section before moving on
OpenSolar will not link
- Search by full address first
- Or paste the Project ID from OpenSolar Manage tab
- Open the design URL to confirm it is the right property
- Tap Complete Step after linking
Wrong calculator or price
- Calculate → pick Off Peak or Flux using the rules in Step-by-step
- To adjust inputs, reopen the Calculate step (progress autosaves)
- Price override and reset progress are admin only — contact your team lead; do not use wrench/reset icons if you see them on someone else’s device
Signing stuck on pending
- Refresh Solar Progress and check status again
- Use Open in browser if signing does not load in-app
- Confirm customer email on Opportunity Details
- Wait 1–2 minutes — status can lag briefly
Payment step
- Take £500 on Lopay first
- Only then tap Mark Payment Complete & Continue in the app
- If the button fails, note the opportunity and contact support
Installation booking
- Date must be at least two weeks ahead
- You must select 09:00 in available times
- Pick an installer from your list — if none show, contact your team lead
Hometree / HT issues
- Follow Hometree process — post in Teams and wait for office approval
- Do not skip contract generation before filling HT
- Screenshot must show Panel, Inverter, Battery, and Generation boxes
App slow or frozen
- Check Wi‑Fi or mobile data
- Refresh the page (web) or close and reopen the app
- Avoid large downloads on the same connection while uploading survey photos
Still stuck?
Contact your team lead with:- Customer name and address
- Which step you are on (exact label from Solar Progress)
- A screenshot if possible