Troubleshooting

Common issues and how to fix them

Quickly diagnose and fix the most common BrewWizz mobile app problems. Each section covers a specific issue with the most likely causes first, then walks you through the checks that usually resolve it.

Can't sign in

Symptom: You enter your email and password, but the app does not sign you in.

Likely causes:

1. Your email or password is incorrect.
2. Your password was changed recently and the app still has the old value saved.
3. You need to reset your password.

Steps to resolve:

1. Check that you are using the correct email address and password.
2. Re-enter your password manually if your device auto-filled an older saved password.
3. If you forgot your password, use the reset flow from the app and complete the reset on the web dashboard.
4. After you finish the reset in your browser, return to the app and sign in again.
5. If you need a walkthrough of the sign-in and password reset flow, see Getting Started.
6. If the problem continues after resetting your password, contact BrewWizz support.

Stuck on the No organization screen

Symptom: The app signs you in, but you stay on the No organization screen and cannot open devices or alerts.

Likely causes:

1. Your account has not been assigned to an organization yet.
2. The organization assignment was completed for a different email address.
3. Your app has not refreshed since the assignment was made.

Steps to resolve:

1. Confirm with your administrator that your account has been assigned to an organization.
2. After your administrator confirms the assignment, tap Refresh on the no-organization screen.
3. If the screen still appears, confirm that the assignment was completed for the same email address you use to sign in to the app.
4. If needed, sign out and sign back in with the correct email address.

No devices showing

Symptom: The Devices tab opens, but you do not see any devices.

Likely causes:

1. Your organization does not have any devices assigned.
2. The device list has not refreshed yet.
3. A filter is hiding the devices you expect to see.

Steps to resolve:

1. Pull down on the Devices tab to refresh the device list.
2. Check that the health filter is set to All.
3. If the filter is set to Online, Stale, or Offline, switch back to All and check the list again.
4. If no devices appear, confirm with your administrator that devices have been assigned to your organization.

Alerts tab is empty

Symptom: The Alerts tab shows no items, even though you expected to see alert activity.

Likely causes:

1. Your plan does not include alert rules or alert history.
2. The Unacknowledged only filter is hiding older acknowledged alerts.
3. Your subscription status is limiting alert features.

Steps to resolve:

1. Check whether your plan includes alert features. See Understanding Your Plan.
2. If Unacknowledged only is turned on, turn it off to see your full alert history.
3. Open Billing from Settings and check whether your subscription is past due, cancelled, or incomplete.
4. If alert features should be available on your plan and the tab is still empty, contact BrewWizz support.

Not receiving local notifications

Symptom: The app does not show local notifications on your device when alerts happen.

Likely causes:

1. Notification permission has not been granted for the app.
2. Notification permission was denied earlier in your device settings.
3. You are expecting SMS or email alerts, which are configured separately.

Steps to resolve:

1. Open Settings in the app, then open Notifications.
2. Tap Enable local notifications to request notification permission.
3. If you previously denied permission, open your device's system settings and re-enable notifications for the BrewWizz app.
4. If you are not receiving SMS or email alerts, check your notification destinations in Settings and make sure they are configured correctly.

Billing screen shows a message

Symptom: The Billing screen shows a message instead of a full billing overview.

Likely causes:

1. Your account has not been assigned to an organization.
2. Your subscription is managed outside the standard billing portal.

Steps to resolve:

1. If the screen says Billing is available after an administrator assigns you to an organization, contact your administrator and ask them to complete the organization assignment.
2. If the screen says This subscription is managed locally. Contact support for billing changes, contact BrewWizz support for any billing updates or subscription changes.

App seems stale or not updating

Symptom: Device readings, alert counts, or screen content do not appear to update.

Likely causes:

1. The app lost network access.
2. The current screen has not refreshed yet.
3. The app needs to reconnect.

Steps to resolve:

1. Check that your device has a working internet connection.
2. Pull down to refresh on the Devices or Alerts tab.
3. Close the app completely, then reopen it.
4. If the app still does not update, wait a moment and refresh again after your connection is stable.

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