Troubleshoot

The customer says the portal link doesn't open

Symptom

Customer scans the QR or taps the link and either sees an error or a blank page.

Cause

Usually one of: the shop code is missing in the dashboard, the QR was disabled or deleted, or the customer's phone is offline.

Fix

1. Confirm your shop code is set in the dashboard.
2. Open the QR Codes tab and confirm the QR they used is active.
3. Open the portal address yourself in a private browser window to confirm it loads.
4. Ask the customer to retry on a Wi-Fi connection in case cellular data was off.

When to contact support

If the portal still doesn't load from your private browser window, contact support with your shop code and the time you tested.

Theme changes aren't showing up for the customer

Symptom

You updated colors or the logo, but the customer is still seeing the old look.

Cause

The customer's phone cached the old version of the page.

Fix

1. Open the Themes tab and confirm the change saved (it saves automatically as you edit).
2. Open the portal yourself in a private browser window to confirm the new look.
3. Ask the customer to close the portal tab fully and reopen it from your QR or link.
4. If they saved the portal to their home screen, ask them to remove it and re-add.

QR scans but lands on the wrong page

Symptom

The customer scans your portal QR but ends up on the Drop-Off page or a chooser.

Cause

The QR was created from the Drop-Off page's QR Codes tab, or it points at the shop-code root rather than the portal path.

Fix

1. Open Setup → TracsConnect Portal → QR Codes tab.
2. Click Create New and create a fresh QR from this tab — it scopes the QR to the portal automatically.
3. Replace the old QR wherever it is printed or displayed.
4. Disable the old QR (the Power-icon button) so its scans stop without losing past analytics.

Stages don't show what we expect

Symptom

A customer says their work order is in a stage that doesn't match what your TRACS workstation shows.

Cause

Customer-facing stages are mapped to TRACS stages under the Display Work Order Stages toggle in the Settings tab. A new TRACS stage or a missing mapping can land work orders in the wrong customer-facing stage.

Fix

1. Open the Settings tab and expand the Display Work Order Stages toggle.
2. In the Customer-Facing Repair Order Status Mapping section, find the customer-facing stage the customer is seeing.
3. Click Auto-Fetch TRACS Stages to refresh the list of TRACS stages in case the shop added a new one.
4. Confirm the TRACS stage the work order is actually in is mapped to a customer-facing stage you want customers to see. If it is missing, drag it onto the right customer-facing stage.

When to contact support

If the mapping looks correct and customers still see the wrong stage, contact support with the work-order number and the stage the customer is seeing.

When to contact support

If a problem isn’t covered above, contact support with:

• Your shop code
• The customer’s portal URL if they shared it (it’s safe to send)
• A screenshot of what they see and what you see in the dashboard
• The time the customer hit the issue (within an hour is fine)