Troubleshooting
Most problems show a message in Accrue. Find the message or symptom below.
Records unavailable
Accrue keeps your records protected until the iPhone has been unlocked since it last started. If you see Records unavailable, unlock the iPhone and choose Try again.
Account services unavailable
Accrue could not load its account setup. Reinstall the app. If the message returns, contact us.
Syncing could not finish
Settings, then Account, shows Syncing could not finish. It will retry when connected. Changes stay on the iPhone and sync when the connection returns. Keep Accrue open on a working connection for a moment, then check again. If an entry seems missing on another device, wait for syncing to finish before saving it again; saving twice can create a duplicate.
Records written by a newer version
If Settings says records were written by a newer version of Accrue, another device has a newer app. Update Accrue on this iPhone to see them. Nothing is lost while you wait.
Notifications do not appear
Accrue sends two kinds of notification: the session timer's alert when the planned length is up, and task reminders. It asks permission the first time you start a session or turn reminders on. If you declined, open the iPhone Settings app, choose Notifications, then Accrue, and allow notifications. For task reminders, also check that Remind me is on in Accrue's Settings, under App.
A site or supervisor is missing from Log hours
Log hours offers a site only for dates within the period you recorded for it, and a supervisor only through their last day. Check the dates in Settings, then Sites, and link the supervisor to the site. See Get started and set up your record.
My supervisor cannot sign the weekly summary
A weekly summary cannot be handed over until that week's supervision requirement is met. Until then, Hand to your supervisor shows Log the missing supervision first. Log the supervision that took place, then hand it over.
A session logged nothing, or less than I expected
A session shorter than a minute logs nothing and says so. A session logs no more than its planned length, so time after the plan is not added. Log extra time with Log hours, and only if you actually worked it.
An import skipped some rows
After an import, Some rows were skipped lists each row and why. Common reasons are a date Accrue cannot read, fewer than five columns, no duration, no site, or an activity that is not in your menus. Turn the activity on or add it in Settings, then Activities, and import the file again; rows already imported are not added twice. To see the expected columns, choose Share template.
A verification or password email did not arrive
Check the spam folder, then request it again. Make sure you are using the same email and sign-in method you signed up with. See Sign in, switch devices, and delete your account.
Still stuck
Contact us or email admin@getaccrue.app. Include your state, the licenses you are working toward, and what you expected Accrue to show. Do not include client names or clinical details.