Lead Capture Mobile App - FAQ & Troubleshooting Guide

This document is designed to provide you with quick answers to common questions, helping you make the most of the app’s features and functionalities.  

• Device Information
• License Information
• Saving & Syncing to the Cloud
• Reports
• Leads 
• Profile Information
• Tags & Questions
• Notes
• Statistics

Device Information

What operating system versions are supported?

The Lead Capture Mobile App is compatible with the following mobile operating system versions:

• iOS 12.0 or later 
• Android 10 or later 

If your device is running an older version, you will need to update to the required minimum operating system version to use the app.

What are the storage setting requirements?

The Lead Capture Mobile App requires approximately 100 MB of available storage space for app installation and lead data storage. Ensure your device has sufficient free storage space before downloading the app and using it at events. Insufficient storage may prevent the app from downloading attendee data, saving captured leads, or syncing information properly. If storage space becomes critically low during use, the app may experience performance issues or fail to save important lead information.

What are the camera permission settings requirements?

The Lead Capture Mobile App requires camera access to scan QR codes and capture lead information effectively. On both iOS and Android devices, ensure camera permissions are granted for the Lead Capture app when prompted, or check your device's app permissions settings to verify camera access is enabled.

What are the battery settings requirements?

The Lead Capture Mobile App may not function properly when battery optimization features are enabled on your device. On iOS devices, ensure "Low Power Mode" is disabled. On Android devices, disable "Battery Saver," "Power Saving Mode," or similar settings, which vary by manufacturer. These power-saving features restrict the app's ability to download and synchronize attendee data in real-time, which may result in delayed updates or connection issues during use.

Does the mobile app work on tablets?

Yes, the app works on tablets, although it is not specifically designed for tablet interfaces. 

Is dark mode supported?

Yes, the app supports dark mode for a better user experience. 

License Information

How does license activation work?

Each booth includes one or more licenses that share the same activation code. Users log into the Lead Capture Mobile App and activate their license using this code. Once activated, the license is permanently tied to the user's account and cannot be canceled or transferred to another user. Each license can only be used on one device at a time

Can I use my license on multiple devices at the same time?

Do not use the same license on multiple devices simultaneously. This will cause data conflicts and potential data loss.

What if I need to switch devices?

Before logging in on a new device, log out of the app on the first device. 

How can I find my unique license ID number?

Click your initials in the upper right corner and select ‘License Details’. 

Saving & Syncing to the Cloud

How can I tell if my data is saving? 

Data saves automatically to your device whether you're online or offline. 

How can I tell if my data is syncing to the cloud? 

Data syncs automatically to the cloud when you're online; this is required to be included in reports. A cloud icon with a slash will appear on the Leads list for lead data that hasn't synced yet. Ensure you’re online and pull down the ‘Leads’ screen to manually push a sync. 

What happens if I delete the app with unsynchronized data? 

Deleting the app with unsynchronized leads will result in permanent data loss. 

What if my phone dies and I have unsynchronized data? 

If your phone dies with unsynchronized data, the data will remain saved locally on your device. Once you go online again, the data will sync automatically. However, if you switch devices, any changes made to the same data on the new device will be overwritten when you go back online with your original device. To avoid this, it’s strongly recommended to charge your phone enough to sync your data and log out of the app before switching to a different device. 

How can I tell if I’m offline? 

A WiFi icon with a slash will appear in the upper right corner of the app. Tap it to view additional details about offline mode and your data. 

What happens when I’m offline? 

While offline, data saves automatically to your device and will sync automatically to the cloud once your device reconnects to the internet. 

Are there any restrictions while offline? 

To prevent data loss, you cannot switch licenses or log out while offline.

Reports

How can I access reports?

The booth admin can download reports in the Lead Capture Exhibitor Portal at any time. 

Leads

How are leads sorted?

Leads are sorted by the scan timestamp, from newest to oldest. 

How does the time zone display?

Timestamps are displayed in your device’s time zone based on your device settings.

What happens if I re-scan a lead?

Re-scanning a lead will move it to the top of the list and update the timestamp. Each lead will only appear once in the Leads list regardless of how many times the attendee has been scanned. However, all scan instances will be recorded in the Scans report, which booth admins can download from the exhibitor portal.

Profile Information

Where does lead profile data come from?

Lead profile data is pulled directly from what the attendee entered in registration.

Can I edit a lead’s profile information?

No, profile information cannot be edited within the app. The attendee would need to update their registration profile. However, you can use the ‘Notes’ feature to add contact details. 

How do I refresh lead data?

It may take a few minutes for changes in registration to appear in the app. Ensure you’re online and pull down the ‘Profile Information’ screen to refresh the data. 

Why is a lead showing as 'Profile Pending' and what can I do to resolve it?

There are a couple reasons this may happen:

• The attendee recently registered, and their data isn’t available yet. It may take a few minutes for updates to appear in the app. Ensure you’re online and pull down the ‘Lead’ list to refresh the data.
• You are offline, and the attendee data wasn't downloaded to your device before going offline. Reconnect to the internet and pull down the ‘Lead’ list to refresh the data.

What can I do while waiting for the profile to load?

You can add notes, tags, questions, and ratings. Consider adding temporary details like name or email in the notes section. 

Tags & Questions

How are tags and questions configured?

Tags and questions are managed in the exhibitor portal by the booth admin.  

What happens if a booth admin removes a tag or question?

If removed, the tag or question will no longer appear in the app but will remain in reports if previously selected.  

How do I refresh data for tags and questions?

It may take a few minutes for updates to appear in the app. Ensure you’re online and pull down the ‘Lead Details’ screen to refresh the data.

Notes

Can I edit or delete notes?

Notes cannot be edited, but you can delete them by swiping left and selecting the trash icon. Deleting a note cannot be undone. 

Statistics

How are statistics displayed?

Bar charts are sorted from highest to lowest. Summaries are sorted as follows: 

• Leads by Day: By date, from earliest to latest 
• Rating: From highest to lowest 
• Tags & Question Responses: In the order they appear in the ‘Lead Details’ screen