Troubleshooting

Most problems have a quick fix. Find yours below, and if it doesn’t help, contact us.

Wrong email address or password. Check both, then tap Forgot Password on the sign-in screen. The link in the email opens the app, where you set a new password.
If there’s no account for that email yet, you may have signed up with another address. Close the message to try a different one, or create an account with the one you typed.
If the email with your code hasn’t come, look in your spam or junk folder. Send a new code works once its countdown ends; only the newest code works, and a link works for a day.
If you’re asked to update, tap Update now. When the version you have is too old to keep working with your projects, it has to be updated before you can go on.

You were signed out

You stay signed in as long as you keep using ProPlans, and are asked again only after 90 days away. Resetting your password signs you out on your other devices, within about a day. Signing out on one device never signs you out on the others.

A project you were invited to is missing

Projects you were invited to before you signed up appear once your email address is verified. If your profile says Email not verified, tap Verify. Also look under Archived on your project list: a project archived for everyone, or that you archived for yourself, moves there.

Notifications don’t arrive

Open Settings and check Notifications is on under Permissions. If it isn’t, tap Open Settings and allow it there.
Check you haven’t turned that kind off in notification settings.
A muted conversation sends you no notifications, except when someone mentions you.
A message to the conversation you have open shows no banner. That’s on purpose.
Everything still reaches the notification list inside the app, even with push notifications off.
On a Mac, allow notifications when asked. They arrive with the window closed, and with ProPlans quit.

A sheet won’t open

If it says it could not be loaded, back out and open it again. ProPlans tries once more before it gives up, so give it a minute or two.
With no connection, only downloaded projects open.
Just after an upload, each sheet’s picture fills in as soon as it’s ready.
On a Mac, a sheet draws only while the ProPlans window can be seen. Bring it to the front.

Your storage is full

A banner along the bottom shows what you’re using of what your plan allows. You can still open, download and delete everything, and keep writing messages, notes and tasks.

Delete files you no longer need. The Storage screen lists your projects largest first.
A deleted project counts for 60 days, and an archived one keeps counting.
Or get more room: Get more storage opens account management.

Something is waiting to send

The Offline badge shows a number while anything is waiting. Tap it to open the Outbox. Text waits there and goes once you’re back online; photos, videos and files need a connection to start with. Anything under Not sent says why, with Send again, Edit and Discard. If the app says your Outbox is full, open it and send or discard what’s there. See Work without a connection.

It says you’re offline, but you’re connected

The network may have no internet behind it, such as a hotspot with its mobile data off. Try another network. The notice goes by itself once the internet is back.

An upload of plans stopped

Uploads keep going with the phone locked. If ProPlans was closed part way through, open it again: the upload picks up by itself, sending only what hadn’t arrived. A file that fails is tried again on its own, and only that one is marked.

A screen says Something went wrong

Tap Try again. If it keeps happening, close ProPlans completely and open it again.

Your device is running out of space

Open Settings, and under Files on this device tap Clear. Your downloaded projects stay. To free more, choose Remove Download in a downloaded project’s ⋯ menu.