Troubleshooting

This page is a lookup reference for resolving common issues on the iPad app. Use it when something is not working as expected.

Issue	Resolution
Unable to sign in with email	Verify your email address and password, then try again.
Forgot password	Use Forgot password? on the password screen to reset your password. A reset email is sent to your registered address.
SSO authentication fails	Verify your organization domain and complete any required MFA prompts.
PIN expired	Select New PIN to generate a new PIN, then complete the pairing process before it expires.
PIN pairing unsuccessful	Confirm that the PIN was entered correctly in the Frontline Portal under Profile > Pair Device.

For the full sign-in walkthroughs, see Install and Sign In.

QR Code Not Detected

If the QR code is not detected during anchoring:

Adjust your viewing angle or move closer (30–90 cm / 1–3 ft works best).
Ensure the QR code is fully visible, well lit, and free of glare or reflections.
Confirm the QR Code Size setting matches your printed code — see Settings.

For the full anchoring workflow, see Anchor with a QR Code.

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