> For the complete documentation index, see [llms.txt](https://docs.apruv.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.apruv.io/apruv-verify-app-guide/troubleshooting.md).

# Troubleshooting

#### Common issues

| Issue                                                   | Possible Cause                  | Resolution                                                                                                                                                                                                                                                                              |
| ------------------------------------------------------- | ------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Verification cannot start                               | Camera or microphone blocked    | Enable permissions in your device settings                                                                                                                                                                                                                                              |
| Verification cannot start                               | Device volume below 25%         | Turn up device volume above 25% before starting                                                                                                                                                                                                                                         |
| Verification incomplete                                 | Customer exited early           | Restart the verification                                                                                                                                                                                                                                                                |
| Customer not receiving link                             | Incorrect contact details       | Verify the phone number or email address and resend                                                                                                                                                                                                                                     |
| Customer does not appear when searching by phone number | Wrong default location selected | Verify that the correct company and location are selected. Update your default location to match the customer's assigned location and search again. The customer record may still appear later due to system backfill, but the correct location must be selected for immediate results. |
| Unable to log in                                        | Forgotten password              | Tap **Forgot Password?** on the login screen and follow the instructions to reset                                                                                                                                                                                                       |

#### Quick reference checklist

1. Complete sale and confirm contract in FieldRoutes
2. Open Apruv Verify App
3. Select the correct company and location
4. Find the customer account by searching phone number or refreshing sales
5. Select the correct subscription
6. Start verification in-person or send a link
7. Keep the app open until the upload completes
8. Confirm status changes to **Verify: Complete**


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