Troubleshooting common problems

The mobile app asks for your location the first time you open the map. While it looks, you see Locating... on the map.

If you decline, or your phone can't get a GPS fix, the map still works. It opens on a default area instead of where you are. Use the search bar to jump to an address.

To turn location back on:

1. Open your phone's Settings.
2. Find LeadScout in the list of apps.
3. Allow location access while using the app.
4. Reopen LeadScout and go to the Map tab.

Tap the arrow button on the map to center on yourself. Tap it again to follow you as you walk. Moving the map yourself stops following.

On the web, the map opens where you last left it. Use the search box to find a street.

LeadScout needs a connection to save your work. There is no offline mode, and changes are not queued to send later.

• •If a pin, status or note can't be saved, the change is undone and you see an error such as Something went wrong. Please try again later.
• •What is already on your screen usually stays visible during a short drop in signal.
• •Once you have signal again, redo the change that failed.

If you work an area with weak coverage, check that each pin stays on the map after you drop it.

Sign in with the same email and password on the website and the mobile app.

• •Forgot your password? Use the Forgot password? link on the sign-in page.
• •Signed in to the wrong account? Sign out and sign in again. On the web, click Sign Out under Settings, then My Profile. On your phone, tap Sign Out at the bottom of the Profile tab.
• •No account yet? On your phone, tap Create a free account.

If the app shows We couldn't verify your session, tap Try again. If it keeps happening, tap Contact support, or Sign out and sign in again.

Accepting an invite

An invite is tied to the email address it was sent to. Open the link in the invite email and sign in or create an account with that same email.

• •If you see Couldn't accept invite, you are probably signed in with a different email. The page shows which email the invite is for. Click Sign out and try again with that email.
• •If you see Invite expired, ask your team owner to resend it.

One account can belong to several organizations, and each has its own prospects, team and plan. If your pins or team look wrong, check which organization you are in.

• •On the web, click your organization's name at the top of the sidebar and pick another one under Your Organizations.
• •On your phone, tap the organization chip on the Home tab and choose from Switch organization.

• •Zoom in. On the web, pins can only be dropped when you are zoomed in to street level. In turbo mode you see Zoom in closer to drop pins.
• •Press and hold. On your phone, a quick tap only opens existing pins. Press and hold on the house to drop a new one.
• •Out of Pins. The Free plan includes 100 prospects in total. When you reach it, you see Out of Pins and a link to upgrade. Paid plans have unlimited pins.

• •Filters are on. On your phone, active filters show as chips on the map; tap Clear all. On the web, click Filter and then Clear All Filters. If the filter is set to show only Leads, prospect pins are hidden.
• •You are zoomed out. Nearby pins are grouped into a bubble with a number. Zoom in to see each pin.
• •Wrong organization. Pins belong to one organization. See the section above.
• •The save failed. A pin dropped with no signal is removed when the save fails. Drop it again.

Property details are looked up in the background after you drop a pin. Here is what each message means:

• •Pulling property data… The lookup is still running. It usually takes a few seconds.
• •No property data found. There is no record for that address, or the lookup didn't finish. The pin still works. Opening the prospect again checks once more.
• •You've used all your property data pulls this month (or all your free property data pulls on Free). New pins still work, but without property data until your allowance resets or you upgrade.
• •No Property Data section at all. The owner has turned property data off under Settings, then Company. On your phone, the section is also hidden when your paid subscription has ended.
• •Property data comes with paid plans. Shown on the web when your paid subscription has ended. The owner can pick a plan under Settings, then Billing.

Some features depend on your plan or your role.

• •Territories are on Pro and higher. On the web, other plans see an upgrade prompt. On your phone, the Territories tab only appears on Pro and higher.
• •Google Calendar sync needs Scout Buddy or higher.
• •Marketing appears only after the owner turns on Marketing automation under Settings, then Company. Marketing is rolling out gradually, so it may not be available for your account yet.
• •Billing and invites are for the owner only. See Invite your team and choose roles.

If your organization's paid subscription has ended, it moves to the Free plan and Pro features turn off.

The app downloads small updates in the background. They take effect the next time you fully close and reopen the app. Larger updates come through the App Store or Google Play, so keep LeadScout updated there too.

Text us at +1 (616) 253-9797. Include your Support ID so we can find your account. It is under Settings, then My Profile on the web, and on the Profile tab in the app.