# Troubleshoot a problem and get help

Collect the details support needs to investigate a problem without losing your work.

Source: https://fieldbase.pt/help/en/get-help

Language: en

Updated: 2026-09-16

Platform: Web & mobile

## Before you start

- If the app has unsynchronized data, keep it on the device while investigating.

## 1. Check the context

Check your account, organization, filters and connection. For a missing option, ask an administrator to check roles and modules. For missing data, check synchronization first.

![Selected organization for checking the account context.](https://fieldbase.pt/help/steps/get-help-1.png)

## 2. Record what happened

Note the time, page or screen, work order number and exact message. Describe what you did and the expected result. A screenshot can help, but review it to avoid including unnecessary client data.

![Example message including the work order number.](https://fieldbase.pt/help/steps/get-help-2.png)

## 3. Send a support request

Open Support in the menu or use Report bug where available. Include steps, app version and device or browser. For synchronization problems, add pending-item status. Never send passwords or access codes.

![Support message field and Send button.](https://fieldbase.pt/help/steps/get-help-3.png)

## Check the result

Support receives enough information to investigate while local work is preserved.

## If something gets in the way

### Should you reinstall the app?

Not while responses, photos or operations are pending. First confirm that all work reached the server and follow support instructions.

## Continue learning

- [Work offline and synchronize](https://fieldbase.pt/help/en/work-offline)

- [Create or access your account](https://fieldbase.pt/help/en/access-your-account)