> ## Documentation Index
> Fetch the complete documentation index at: https://docs.app.creativuk.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix common problems during appointments in the app.

## Cannot log in

* Use [app.creativuk.co.uk](https://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](/sales/step-by-step#3-calculate--choose-calculator-type)
* 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](/sales/hometree) — 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

Email [support@creativuk.co.uk](mailto:support@creativuk.co.uk) for app errors that block the appointment.