How can we help?

Your organization creates and manages your Sync account. Ask your facility manager or organization administrator to confirm that your account is active and assigned to the correct role and location.

Check that you are using the correct work email address and password, then confirm that your device has an internet connection. If the problem continues, contact your organization administrator or Sync Support. Include the error message shown in the app, but never send your password or verification code.

Confirm that the destination shown on the verification screen is correct. Wait for the resend timer to finish, then select Resend code. Delivery can sometimes be delayed by your mobile network or email provider. If repeated attempts fail, contact your organization administrator to verify the contact details on your account.

Verification codes are time-limited and can be used only once. Select Resend code and enter the newest six-digit code. Older codes may stop working after a new code is requested.

Sync uses role-based access. Staff, security personnel, engineers, and facility managers each see tools relevant to their work. Your organization also controls your assigned location and tenant access. If your role or location looks incorrect, contact your organization administrator.

Open More → Profile, select Log Out, and confirm. On shared devices, always sign out when you finish.

Open Ticket and choose one of the available options:

• General ticket: describe the issue, choose the relevant category and location, and add photos if useful.
• Asset ticket: scan the QR code attached to the asset so the request is linked to the correct equipment.

Complete the required fields and select Submit Ticket. Avoid including passwords, payment details, or other sensitive personal information in a ticket.

Yes. Where attachments are available, allow camera or photo-library access and choose the files you want to add. A ticket update can contain up to five attachments, and each image or video must meet the size limit shown in the app.

Open your ticket list and select a ticket to see its status, priority, location, assignee, activity, comments, and attachments. Pull down on a list or dashboard to refresh it when you want the latest information.

• Open: the ticket has been submitted and is awaiting action.
• In progress: work on the ticket has started.
• On hold or pending: progress is paused while more information, access, parts, or another action is required.
• Resolved or completed: the reported work has been completed.
• Closed: the ticket has finished its workflow and may be ready for your rating.

The exact status options available to you depend on your role and your organization's workflow.

Eligible staff users may be asked to rate a closed ticket from one to five stars and optionally add a comment. Submit the rating or select the available skip option. Ratings help your facility team improve its service.

Camera access is required. Open your device settings, find Sync, and allow camera access. Then return to the app and try again. If the camera is already enabled, close and reopen Sync.

Make sure the whole code is visible, well lit, clean, and in focus. Hold the device steady and try from a slightly different distance. Sync accepts QR codes registered for your organization's assets or visitor workflows; an unrelated or inactive code will not be recognized.

Depending on your role and assignment, you can view the asset and its location, update a maintenance checklist, or create a ticket linked to that asset.

Open Visitor, enter the visitor's name and phone number, and add optional details such as vehicle number, NIC or passport number, and a comment. Select Generate QR Code to create the pass. You can also allow contacts access to copy a visitor's name and phone number from your device.

Security users can review invitations and then verify a visitor using the pass QR code or the visitor's one-time code. The available option depends on the invitation and your organization's process.

Open History to search previous visits by visitor name or vehicle number and view check-in and check-out details.

Check that security is scanning the most recent pass and that the invitation is still active. If it is expired, invalid, or already used, the host may need to create a new visitor invitation. Contact your facility team if the pass should still be valid.

For assigned maintenance work, Sync may verify that you are near the asset before accepting a completed checklist. Location is requested while you use this feature. If access is denied or the device cannot determine its position, the checklist may not be submitted.

Turn on Location Services and allow Sync to use your location while the app is in use. Move to an area with a clearer GPS signal, wait a few moments, and try again. If the asset appears to have the wrong registered location, report it to your facility manager rather than attempting to submit from another location.

Open Maintenance to view pending AMC and PMC work, then select an assignment to see the applicable checklist or contract details. Only active assignments associated with your account or location are shown.

Allow notifications when Sync asks for permission. If you previously declined, enable notifications for Sync in your device settings. Also check that Focus, Do Not Disturb, or battery-saving settings are not suppressing alerts.

Confirm that notifications are enabled, your device is online, and you are signed in to the correct account. Open Sync to refresh your session. If alerts are still missing, contact support with your device model, operating-system version, Sync app version, and an example of the notification you expected.

Open More → Notices to view announcements and updates. Select a notice to see its full details and any available attachment.

Eligible staff users can open More → Profile → My Feedback to view new and previous feedback requests, submit responses, or use the available skip option. Facility managers can create feedback forms, send requests to tenants, and review responses.

An active internet connection is required to sign in, load current information, submit tickets and checklists, generate or validate visitor passes, and synchronize updates. If a request fails, reconnect to the internet and try again before repeating the action.

Pull down on the current list or dashboard to refresh it. If the information remains out of date, check your connection, close and reopen Sync, and sign in again if necessary.

Try these steps in order:

1. Confirm that your device has a stable internet connection.
2. Fully close Sync and reopen it.
3. Update Sync from the App Store or Google Play.
4. Restart your device.
5. Confirm that the device is running a supported operating-system version and has available storage.
6. If the issue continues, contact support with the details listed below.

Organization records are associated with your account and stored by the Sync service, not only on your device. After reinstalling, sign in with the same account to access the records permitted for your role. You may need to allow device permissions again.

Open Sync's listing in the App Store or Google Play and select Update. If no update is shown, you already have the newest version available to your device or organization.