> For the complete documentation index, see [llms.txt](https://help.getswimtech.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.getswimtech.com/documentation/troubleshooting.md). # Troubleshooting Practical steps for resolving common SwimTech issues, finding the right instructions, and knowing when and how to contact SwimTech Support. **Something isn't working as expected? Start here.** Most questions can be resolved quickly by checking a few basic things. This guide walks you through common troubleshooting steps and links you directly to the detailed SwimTech instructions that can help. > **You do not have to diagnose a problem yourself. If these steps do not resolve the issue, contact SwimTech Support and tell us what you were trying to accomplish. We're here to help.** ## Start Here — Quick Troubleshooting Before investigating further, try these basic steps: 1. Confirm that your device has an **internet connection**. 2. Make sure you are signed into the **correct SwimTech account**. 3. Refresh the screen or LIST you are working with when a Refresh option is available. 4. Close and reopen SwimTech if the screen is not responding as expected. 5. Confirm that you are using the current version of the SwimTech application available for your device. 6. Return to the appropriate record and try the action again. If the problem continues, use the sections below to narrow down the issue. ## I Can't Sign In If SwimTech does not accept your credentials: * Verify that you are using the same **email address** used to create your SwimTech account. * Check your password carefully. * Make sure there are no accidental spaces before or after your email address. * Verify that your device has an internet connection. * Close and reopen SwimTech and try again. For complete sign-in instructions, see **Signing In**. If you still cannot access your account, **Contact Support**. ## I Can't Find a Record or Information If you know information exists but cannot find it: * Use **Search** to locate a specific record. * Check whether a **Filter** is limiting the records being displayed. * Select **Clear all** in Filter/Sort when appropriate. * Check the current **Sort** order. * Verify that you are in the correct SwimTech functional area. * Refresh the LIST when a Refresh action is available. SwimTech uses a consistent Search, Filter, and Sort approach throughout much of the application. See **Find What You Need — Fast** for more information. ## I Can't Add or Edit Something Most SwimTech business records use the same basic pattern: **LIST → READ → EDIT → Save** If you cannot find where to change something: * Open the record from its LIST. * Look for **Edit** while viewing the record in READ mode. * Look for a **+** control when adding related information. * Check the **three-dot menu** for additional actions. * Make sure you select **Save** after making changes. * Be aware that available actions may depend on your User Role, Permissions, and company configuration. See **The Power of a Consistent UI Experience** to understand the common SwimTech screen pattern. For access-related questions, see **Roles and Permissions**. ## Information Doesn't Look Correct When information appears incorrect in a later part of the workflow, first review the record that supplied that information. SwimTech is designed to carry information forward through the customer-service workflow, helping reduce duplicate data entry. A common workflow is: **Contact → Water Body → Quote → Work Order → Scheduled Service → Activity Report → Invoice** For example, if customer or service information on a Work Order does not look correct, review the associated **Contact**, **Quote**, and **Work Order** as appropriate. Correcting information at the appropriate source helps keep downstream information consistent. ## Something Isn't Showing on the Schedule or Calendar If expected work does not appear where you expect it on the schedule: * Verify that the correct **Work Order** exists. * Open the Work Order and review the customer, assignment, and scheduling information. * Confirm that the Work Order has been scheduled for the intended date. * Review **Your Calendar** for the appropriate date. For detailed instructions, see **Schedule WorkOrder** and **Your Calendar**. Remember the relationship: **Work Order → Schedule Work → Your Calendar → Service Visit → Activity Report → Invoice** ## Messaging Isn't Working as Expected If you are having trouble sending or preparing a message: * Verify the intended recipient or recipients. * Confirm whether you intend to send an **Email** or **Text** message. * Review the message before sending. * When using a Message Template, make sure the final message is appropriate for the selected customer or group. * When sending to multiple recipients, confirm that the communication applies to everyone selected. See **Messaging** for sending instructions, **Message Templates** for reusable communications, and **Message Log** for reviewing Messaging activity. For an overview of how the communication tools work together, see **The Power of Messaging**. ## An AI Suggestion Isn't What I Expected SwimTech AI capabilities provide **suggestions**. They are designed to assist the technician or office user, not replace the user's judgment. If an AI-generated result is not appropriate: * Review the suggestion before accepting it. * Modify the suggested result when appropriate. * Do not use a suggestion that does not accurately reflect the customer, property, service work, or current circumstances. For more information, see [**AI Assistance in SwimTech**](/documentation/working-smarter-with-swimtech/ai-assistance-in-swimtech.md), **AI Note Assistant**, and **AI Route Optimization**. ## The App Is Behaving Unexpectedly If SwimTech appears to be behaving unexpectedly, use this simple sequence: **Retry → Refresh → Reopen SwimTech → Check Connectivity and App Version → Capture a Screenshot → Contact Support** When possible, avoid repeatedly changing data simply to see whether the problem goes away. If the behavior continues, capture what you are seeing and contact Support. ## Before Contacting Support A little context can help us understand the issue more quickly. When possible, provide: * **What you were trying to do.** * **Which SwimTech screen or functional area you were using.** * **What you expected to happen.** * **What actually happened.** * A **screenshot** when it helps illustrate the issue. * The **device or platform** you were using. * The approximate **date and time** the problem occurred, especially for intermittent issues. You do not need to provide a technical diagnosis. Simply describe what you were trying to accomplish and what happened. ## Still Need Help? We're Here for You. **You do not have to figure it out alone.** If the troubleshooting steps above do not resolve your question, contact the SwimTech team. **Email:** \ **Phone:** 470-281-8182 See **Contact Support** for additional information about getting help. > **Our goal is to help you get SwimTech working for your business. Tell us what you were trying to accomplish, and we'll help determine the next step.** --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://help.getswimtech.com/documentation/troubleshooting.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.