If something in SiteDNA isn't behaving as expected, a few quick steps will resolve most issues before you need to reach out.
Steps to try first
Log out and log back in. This refreshes your session and clears most temporary glitches. On mobile, tap your account icon and select Sign Out. On web, use the menu in the top right.
Try a different browser. If you're on the web app, open SiteDNA in a different browser (e.g., switch from Safari to Chrome). This helps rule out browser-specific issues.
Check your app version. If you're on the mobile app, go to the Account page and confirm you're on the latest version. If not, update from the App Store or Google Play.
Check for a poor connection. If you're on mobile in the field, a weak signal can cause syncing issues. The app will show an offline banner — your data will sync automatically once you're back in range.
Delete and reinstall the app. On mobile as a last resort you can try this to fully clear out and refresh the app.
If the issue persists
If none of the above helps, there's one more thing you can do before reaching out that helps our team resolve the issue faster.
Capture console errors (web app only)
On the web app, press F12 (Windows) or Cmd + Option + J (Mac)
Click the Console tab
Look for any messages highlighted in red
Take a screenshot of the console panel
Don't worry about understanding what the errors say, they're for our development team. The screenshot alone helps us skip back-and-forth and get to a fix faster.
Report the issue
Open chat support and share:
What you were trying to do (e.g., "I was adding a photo to an issue")
What happened instead (e.g., "The app froze" or "The photo didn't save")
A screenshot of the issue
A console screenshot if you were able to grab one (see above)
Still need help? Chat with us using the support icon, we're happy to help.