Common Issues & Solutions
Troubleshooting Common Issues
Encountering a problem? Most issues have simple solutions. Check this guide first before contacting support.
Can't Log In
Problem: Email/password not working. Solution: Click "Forgot Password" and reset your password. Check that you're using the correct email address (case doesn't matter, but spelling does). If you changed your email recently, you might be using an old one. If you have 2FA enabled, make sure you're entering the 6-digit code correctly.
Forgot My Password
Solution: Go to the login page, click "Forgot Password," enter your email, and check your inbox for a reset link (check spam folder too). The link is valid for 2 hours. If you don't receive an email, your email might not be registered with ANVL. Contact support with the email you think you used.
2FA Issues
Problem: Can't log in because of 2FA codes. Solution: Make sure your phone's clock is accurate (2FA codes depend on time sync). If your authenticator app has issues, reinstall it and re-scan the QR code in Settings > Security > Two-Factor Authentication. If you've lost your phone, use a backup recovery code. Save recovery codes immediately when enabling 2FA.
Payment Failed
Problem: Payment card declined during subscription payment. Solution: Check that your card is not expired, has sufficient funds, and isn't blocked (contact your bank). Try a different payment method. Update your billing information in Settings > Billing. ANVL will retry failed payments automatically.
Stuck Payment or Invoice
Problem: Invoice sent but payment not received. Solution: Check invoice status in ANVL—if it shows "Sent" but not "Viewed," the client hasn't opened it. Send a follow-up message. If it shows "Viewed" but not paid, send a gentle reminder. If client payment fails, ask them to update their payment method and try again.
Photos Not Uploading
Problem: Photos taken but not uploading to the job. Solution: Check your internet connection—uploads require internet. Wait for the upload to complete (watch the progress bar). If it fails, retry. If it persists, check phone storage—full storage prevents uploads. Delete old photos/files to free space.
Messages Not Sending
Problem: Message composed but won't send. Solution: Check internet connection—messages require internet to send. If offline, the message queues and sends when you reconnect. If online, check if ANVL has notification permission (iOS/Android settings). Restart the app if stuck.
Job Not Syncing
Problem: Changes made on app but not showing on website. Solution: Job updates sync automatically when internet is available. If offline, wait until you reconnect. If online, try pulling to refresh or restarting the app. If stuck, log out and back in to force a sync.
App Crashes
Problem: App closes unexpectedly. Solution: Force close the app (swipe up and close on iOS, swipe and close on Android). Restart your phone. Clear app cache: Settings > Apps > ANVL > Clear Cache (Android). If crashes continue, reinstall the app. Contact support if a specific action causes crashes.
Slow Performance
Problem: App or website slow to load. Solution: Check your internet connection speed. Close other apps using data. Restart the app or clear browser cache. If your phone is low on storage, this slows performance. Update to the latest app version. Contact support if performance is consistently slow.
Lost Data
Problem: Job, message, or invoice disappeared. Solution: It probably wasn't deleted—check filters. Maybe it's in a different status. Search for the client name to find related jobs. In the mobile app, pull to refresh to reload data. If truly missing, contact support immediately with details.
Invoice Math Wrong
Problem: Invoice total doesn't match calculations. Solution: Check that you're reading the right line. Verify line items, markups, and taxes are calculated correctly. ANVL automatically calculates—if it's wrong, contact support. There might be a rounding issue or tax calculation error they can fix.
Client Can't View Proposal
Problem: Client says they can't access the proposal link. Solution: Resend the proposal link via email. Check that the client email is correct (typos happen). If the link is old (sent months ago), it may have expired—create a new proposal. If link expired, explain you'll resend, which also shows they're still interested.
Browser Issues on Web
Problem: Website not loading or buttons not working. Solution: Clear your browser cache and cookies. Try a different browser (Chrome, Safari, Firefox). Disable browser extensions that might interfere (password managers, ad blockers). Update your browser to the latest version. If issues persist, contact support with your browser info.
Can't Find a Feature
Problem: Can't find a tool or feature you thought existed. Solution: Features might be in a different location or under a different name than you expect. Use the search/help function. Check your user guide or this documentation. Contact support—they can point you to what you're looking for.
Still Stuck?
If none of these solutions work, contact ANVL support at [email protected]. Include: what you were trying to do, what happened, the error message (if any), your device/browser info, and screenshots. The more detail, the faster they can help.