I can't sign in / find the app — troubleshooting

The most common issues and their fixes.

"I can't find TraceLogic on the App Store in my country"

If you're in the EU and the app doesn't show up:

• We're in the middle of completing EU Digital Services Act (DSA) Trader Information verification with Apple. Once Apple verifies the submission (1-3 business days), all 27 EU countries enable automatically.
• If you've been waiting longer than a few days, email info@tracelogicpro.co.uk and we'll check the status.

In other markets the app is universally available — try searching "TraceLogic Pro" on iOS or Android.

"Confirmation email didn't arrive"

• Check your spam / junk folder — sometimes the first email lands there
• Wait up to 2 minutes — most emails arrive within 30 seconds but occasionally take longer
• The sender is noreply@notifications.tracelogicpro.co.uk — add to your contacts to whitelist
• If still nothing after 5 minutes, email info@tracelogicpro.co.uk — we can manually verify your account

"Sign-in says 'Failed to fetch' on the dashboard"

That's a browser or network-level error, not a server problem. In order, try:

1. Hard refresh (Cmd/Ctrl + Shift + R)
2. Open an Incognito / Private window and try signing in there
3. Try a different browser (Chrome → Firefox or Safari)
4. Disable ad-blockers or privacy extensions temporarily (uBlock, Privacy Badger, Brave Shields, NextDNS)
5. Try mobile data instead of WiFi (rules out router or work-firewall blocks)

If none of those work, email us with the browser version and what you've already tried.

"I signed up but forgot which email I used"

We can't tell you which email's on file (security), but you can:

• Try the password reset flow at tracelogicpro.co.uk/dashboard/login with any email you might have used
• If reset emails come through, that's the one
• Email info@tracelogicpro.co.uk from your suspected email address — we can confirm if an account exists at that address

"I'm an engineer trying to join my company's team"

Your admin needs to invite you. Ask them to:

1. Go to the dashboard → Engineers → Invite Engineer
2. Enter your email + assign a role
3. You'll get an invite email — click it, set your password, and you're in the mobile app

Still stuck?

Email info@tracelogicpro.co.uk or use the chat widget on the right of any page. We typically reply within a few hours during UK business hours.