Troubleshooting
Fix: Leadnote mobile app not syncing or updating
Fix leads, follow-ups or changes that do not appear or send in the Leadnote mobile app: how sync works, how to force it and what each blocking screen means.
The Leadnote app keeps a copy of your data on the phone and sends your changes to the server in the background. If something is missing or stuck, force a sync first: open the side menu and tap Tap to sync data, or pull down on a list. If that does not help, the table below explains what the screen is telling you.
Quick checks
- Open the side menu and read the sync line under Tap to sync data. It says "Last sync:" with a time, "Syncing..." or "Not synced yet".
- Check the phone has a connection. The app shows "You are offline. Changes will be sent when you reconnect."
- Tap Tap to sync data and watch the thin progress bar at the top of the screen.
- Look for a full-screen message such as Update required, Account suspended or Change your password.
- Check that the lead should be visible to you at all (see "A lead is missing" below).
What the app tells you
| What you see | What it means | What to do |
|---|---|---|
| "Not sent yet" on a lead, comment or follow-up | The change is saved on the phone and waits to be sent. | Connect to the internet and tap Tap to sync data. |
| "{count} changes waiting to send" | Unsent changes are queued, in order. | Wait a few seconds after reconnecting, then sync. |
| "Sync is paused" | A blocking message is open: update, suspended account, new password or ended session. | Deal with that screen. Your unsent changes are kept. |
| Update required: "This version of Leadnote is no longer supported. Update the app to continue. Your unsent changes are kept." | The installed version is too old. | Tap Update, or open your app store and update Leadnote. |
| Account suspended: "Your organisation's account is suspended. Contact your administrator. Your unsent changes are kept and will be sent when access returns." | Your organisation's account is suspended. | Tap Check again later. See account suspended. |
| Change your password: "Your administrator requires a new password before you continue." | You are using a temporary password. | Tap Change password. |
| You are back at the log-in screen | Your session ended. This happens after a password change, a sign out of all devices, or when your user is deactivated. | Log in again. Data syncs again from the server. |
| "Could not finish. Check your connection and try again." during Setting up your account | The first download was interrupted. | Reconnect and try again. The first sync happens once. |
How and when sync runs
Every change you make is written to the phone first, so the app works without a connection, and is then sent in the background. Sync runs after you save, when the connection returns, when you reopen the app, about every 5 minutes while it is open, and when you tap Tap to sync data or pull down on the Leads, Follow-Ups, To-do or Notifications list. The full schedule and the queue are explained in Offline mode and how sync works; the first download is described in First sync explained.
Android may delay background work when battery saver or app restrictions are on. If you rely on reminders, allow Leadnote to run in the background in the phone settings.
A lead is missing
If Last sync is recent but a lead you expect is not there, the cause is usually visibility, not sync.
- Your organisation may use List based access rights: you only see leads in lists you own or are mapped to, plus leads assigned to you. See lead visibility rules.
- Another person may have changed your permissions. The new rules reach the phone at the next sync.
- The lead may have been deleted or archived on the web.
- A lead added on the web, by a form or an import reaches the phone at the next sync. The app says "New leads reach this phone the next time it syncs."
- Product groups, customer groups and tags are managed on the web. Changes appear after a sync.
Do not log out with unsent changes
Logging out wipes the data on the phone. The app warns you: "{count} unsent changes will be lost. When you log in again, data will get synced from the server." Sync first, wait until Last sync shows the current time and no "Not sent yet" labels remain, then log out. After logging in again, the app downloads everything again.
If a change is refused by the server, for example because you lost the permission to edit, the item returns to the version on the server.
Check your devices
In the app, Settings has Devices and sessions with Last used times and Sign out this device. On the web, see sessions and devices. A device you signed out has to log in again.
Web app vs mobile app
The web app always shows live data and needs no sync. If a lead is correct on the web but not on the phone, the phone has not synced yet or you are on an old version of the app.
Still stuck?
Send support the app version from the side menu (App version), your phone model, the exact message and what the sync line says. See contact Leadnote support.
Frequently asked questions
How often does the Leadnote app sync?
Roughly every 5 minutes while the app is open, about 2 seconds after you save a change, when you reopen the app and when the connection returns. A background check runs about every 15 minutes, but Android can delay it.
Will I lose leads I added offline?
They are saved on the phone and marked "Not sent yet" until they reach the server. Do not log out while changes are waiting, because logging out erases them.
How do I force a sync?
Open the side menu and tap "Tap to sync data", or pull down on the Leads, Follow-ups, To-dos or Notifications tab.