Troubleshooting

Things break in the field. This page collects the problems we see most often and the fastest fix for each. If your issue isn't here, jump to Getting support at the bottom.

Quick Start

• GPS wrong — drag the pin manually on the satellite map.
• AI species wrong — tap the field and edit; re-take the photo if you want a fresh inference.
• Upload stuck — kill the app and reopen; the capture is preserved.
• Can't sign in — use password reset; if email's not arriving, check spam, then contact support.
• Report won't generate — wait 2 minutes, check the Reports tab, retry once. Big properties take longer.
• Voice wrong — re-record with clearer audio or just edit the transcribed text directly.

GPS shows the wrong location

GPS accuracy depends on sky visibility. Heavy canopy, urban canyons (tall buildings on both sides), basements, and indoor capture all degrade it. Expect 3-5 meter accuracy in the open and 10-20+ meters under dense canopy.

Fix:

• Open the tree detail screen.
• Tap the location field (shows a small map with a pin).
• Drag the pin to the correct location on the satellite background.
• Save.

The dragged location overwrites the GPS reading and persists in the report and exports. The original GPS reading is preserved in the event log if you ever need to audit.

AI species ID is wrong

The AI is good but not perfect — especially with cultivars, immature specimens, off-season photos (no leaves), and species that aren't well-represented in training data.

Fix:

• Tap the Species field on the tree detail screen.
• Search by common or scientific name. Pick from the list.
• If your species isn't in the database, type it as a custom value. It saves.
• Optional — re-take the photo (different angle, better lighting, include leaves + bark) and tap Re-analyze. The AI runs again on the new photo.

If you're seeing the same species mis-identified repeatedly across many trees, that's useful feedback — email support with examples and we'll factor it into model improvements.

Photo upload is stuck

If a photo has been uploading for more than 30 seconds, you've probably hit a network issue.

Fix:

• Check that you have signal (LTE or 5G icon, or a Wi-Fi connection).
• Force-quit the app: swipe up from the bottom (iOS) or use the recent apps switcher (Android), then swipe Tree Inventory AI away.
• Reopen the app. The capture is preserved on the device. Pull-to-refresh on the tree detail screen retries the upload.
• If it still fails, your network is the problem — switch from cellular to Wi-Fi, or vice versa, or move to a better-signal location.

If uploads consistently fail in good network conditions, see Getting support.

Can't sign in

A few different failure modes here.

Wrong password:

• On the sign-in screen, tap Forgot password?.
• Enter your email. We send a 6-digit code (no link to click — just a code).
• Enter the code, then set a new password.
• Sign in with the new password.

Magic link / OTP code not arriving:

• Check your spam folder.
• Check that you're entering the email exactly as you signed up — typos in the email don't return errors, they just send to nowhere.
• Wait 60 seconds and request a new code. Old codes expire after 10 minutes.

"Account not found":

• You may have signed up with a different email. Check both your work and personal addresses.
• If you signed up with Google, use the Continue with Google button instead of email + password.

Still stuck:

• Email support (see Getting support).

Report PDF won't generate

PDF generation runs server-side. For a 5-tree property it's a few seconds; for a 100-tree property with full markup, it can take a minute or two.

Fix:

• Wait 2 minutes. Don't re-tap the button repeatedly — each tap can queue a new generation.
• Check the Reports tab in the bottom navigation (mobile) or the Reports sidebar entry (web). Pending reports show a status indicator.
• If after 5 minutes there's no PDF, retry once.
• For very large properties (200+ trees), use the web dashboard — the larger preview makes it easier to catch issues, and the desktop browser handles big PDFs better than mobile.

Voice transcription is wrong

Whisper is good with clean audio. It struggles with:

• Heavy background noise (chainsaws, traffic, wind).
• Mumbling or rapid speech.
• Very technical jargon (some species names get mis-spelled).
• Strong regional accents in unusual contexts.

Fix:

• Re-record — hold the mic button and try again, this time closer to the phone with less background noise.
• Edit the text directly — every voice note is also a text field. Tap the transcribed text and correct it manually. The structured fields Claude extracted are also editable.
• Type instead — the Notes field on the tree detail screen accepts text directly with no voice intermediate.

If specific species names get consistently wrong (e.g. Liriodendron misheard as "lyric and run"), spell them out in the voice note: "lyric capital L-I-R-I-O-dendron." Whisper handles spelled-out words well.

Tree appears in the wrong address

Rare, but happens if you tapped + from the wrong address screen, or if a captured tree's GPS got mis-snapped.

Fix:

• The fastest fix is to delete the tree from the wrong address and recapture at the correct one.
• Open the tree, tap the ... menu, select Delete.
• Navigate to the correct address. Tap + and capture again.

Tree-level "move to another address" is on the roadmap but not shipped — for now, delete + recapture is the supported workflow.

App crashes on launch

Rare, but if it happens:

Fix:

• Force-quit and reopen.
• If it crashes again, restart your phone.
• If it still crashes, uninstall and reinstall from the App Store / Play Store. Your data is safe — it lives in the cloud, not on the device.
• If a fresh install still crashes, email support with your phone model, OS version, and the app version (which you can find on the store listing).

Markup tools are unresponsive

If you're trying to draw on a photo and the lines aren't appearing:

Fix:

• Make sure you've selected a tool (pen / arrow / text) — the app starts in "view" mode.
• Check that your finger is on the photo area, not on the toolbar above.
• Pinch-to-zoom into a region for finer control.
• Force-quit and reopen if the canvas seems frozen.

Getting support

Before contacting support, gather:

• App version — Settings → About on mobile; footer of the dashboard on web.
• Phone model + OS — e.g. "iPhone 15 Pro, iOS 17.5" or "Pixel 8, Android 14."
• What happened — exact steps to reproduce, what you expected, what actually happened.
• Address ID or tree ID if relevant — visible in the URL on the web dashboard.
• Screenshots — a screenshot of the broken state usually saves a long back-and-forth.

Email support@treeinventory.ai. We answer same-day during the beta. For urgent field issues (you're at a customer's property right now and something's broken), say so in the subject line.

Common Questions

Where do I find the app version? Mobile: Settings → About. Web: scroll to the footer of any page on the dashboard.

Will my captures be lost if the app crashes? Once a capture is saved on the device, it survives crashes. Uploads pending at the moment of a crash retry on next app launch. The only way to lose work is if you delete the app before a pending upload completes.

Can I undo a delete? Not from the UI. The underlying event log preserves deletions, so support can restore deleted trees on request. Don't rely on this — treat delete as permanent in the normal workflow.

Why does Arboris (the AI assistant) sometimes say it doesn't know something? Arboris answers based on what's captured in your inventory. If you ask about a tree that hasn't been captured yet, or a property you haven't added, it'll tell you it has no data to work with. That's a feature — it doesn't make things up.

Related

• Mobile App Guide — full app tour
• Web Dashboard Guide — browser interface
• FAQ — questions about pricing, data ownership, and platform
• Capturing Trees — the full capture flow