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 Requirements
• License Information
• Camera Access
• Leads List
• Profile Information
• Profile Pending
• Tags & Questions
• Notes
• Syncing to the Cloud
• Offline Mode
• Statistics
• Reports

Device Requirements 

What are the minimum supported versions?

The app is compatible with the following mobile operating systems. If your device is running an older version, you will need to update to the required operating system version to use the app. 

• iPhone & iPad: Requires iOS 12.0 or later 
• Android: Requires 10 or up 

Does the 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?

Once activated with a code, the license is tied to the app user’s account and cannot be canceled or transferred. The license can only be used on one device at a time. 

What happens if I log in on multiple devices?

If logged in on multiple devices simultaneously, your data will be overwritten. 

How do I switch devices?

Before logging in on a new device, make sure to log out of the app on your first device. 

How can I find my unique license reference ID?

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

Camera Access 

What permissions are required for the app?

The app requires camera access to scan the QR code on attendees’ badges. Ensure camera access is enabled in your device settings. 

• iOS: Go to Settings > Privacy > Camera 
• Android: Go to Settings > Apps > Lead Capture App > Permissions > Camera 

What does the red triangle icon mean when I scan a QR code?

This indicates the scan was invalid.  

What should I do if a scan is invalid?  

Ensure you are scanning an attendee’s badge QR code for this event. Adjust the angle and avoid glare from bright lighting. If the QR code is poor quality or cut off, ask the attendee to reprint their badge. 

Leads List 

How are leads sorted?

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

How are time zones handled?

Timestamps are displayed in your device’s time zone. 

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. 

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 additional details. 

How do I refresh lead data?

It may take up to 15 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. 

Profile Pending 

Why is a lead’s profile pending?

The attendee recently registered, and their data isn’t available yet or you are offline, and the lead wasn't downloaded to your device before going offline. 

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. 

How can I resolve a pending profile?

It may take up to 15 minutes for updates to appear. Ensure you’re online and pull down the ‘Lead’ list to refresh the data. 

Tags & Questions 

How are tags and questions configured?

Tags and questions are set at the booth level by the exhibitor admin.  

What happens if an exhibitor 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 up to 15 minutes for updates to appear. 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. 

Syncing to Cloud 

How does cloud sync work?

You must be connected to the internet for data synchronization. Leads sync automatically once scanned. Updates to the lead will sync when you leave the ‘Lead Details’ screen. 

How can I tell if data has synced?

A cloud icon with a slash through it indicates that data has not been synchronized. 

What happens if there’s a sync error?

The app will attempt to automatically resolve any sync issues; no user action is required. 

What happens if I delete the app with unsynchronized data?

Deleting the app with unsynchronized data 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. 

Offline Mode 

How can I tell if I’m in offline mode?

When offline, a blue Wi-Fi icon will appear in the upper right corner. Tap it for more information about offline mode. 

What happens when I’m offline?

While offline, data is saved locally on your device and will automatically sync once back online. 

Are there any restrictions while offline?

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

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 

Reports 

How can I access reports?

Exhibitor admins can generate reports in the Lead Capture Portal at any time. 

What reports are available? 

• Leads: This report contains one row per lead and includes attendee profile information from registration, along with the lead details collected by the booth staff person.
• Scans: This report contains one row per scan and includes all the information from the Leads Report plus the scan date/time and the last synchronization date/time to the cloud. All dates and times are displayed in the event’s time zone.