Troubleshooting and questions

Version 1.0, 29 October 2026. Written for app v3.11.3.

Each answer gives the fix first, then why it happened. Still stuck? On Help, tap Email connect@roughneckcrm.com. A person reads it.

Signing in

The app asked me to set up a shop, but I already have a seat.

Fix: On the sign-in screen, tap I have a seat. Put in the email your seat is on and type the code we send it. Your seat and your book come down with it.

Why: A new phone or a fresh browser tab starts signed out, and the welcome screen offers to set up a shop to anyone signed in with an email that has no seat. Check the email: a seat belongs to one address. The app on your home screen stays signed in.

The code from the email did not work.

Fix: Type the code from the newest email, all eight digits. Or tap Resend code and use the one that arrives.

Why: An older email's code may no longer work once a new one is sent. A link from the email only works in the browser that asked for it.

It signed me out on my other phone.

Fix: Sign in again on the device you want. The one used least recently is signed out.

Why: A seat works on two devices, a phone and a computer.

How do I add a rep?

Fix: Three dots by your name, Team, Share the code. The rep opens roughneck.app, taps Create an account, signs in with the code from their email, taps Join my company and types your code.

Why: A rep joins your shop with its join code. Only the owner and the sales leader see the code.

A rep left.

Fix: Write to connect@roughneckcrm.com with their name and email and we take the seat off.

Why: There is no remove button in the app yet. The rep's accounts, quotes and history are the shop's and stay with it. When the seat is gone, their phone clears the shop's book the next time it opens.

The filings

It says Oklahoma is open but I only see a few hundred companies.

Fix: Close the app fully and open it again. The count at the foot of Filings says how many companies have a filing, of how many in the state. Operators searches every operator on the register, quiet ones too.

Why: Older copies of the app showed only the operators with a filing that month. The whole register comes down now. The Filed window (30, 60 or 90 days) decides which filings show.

The banner says the register has not refreshed.

Fix: Nothing to do on your phone. What is on your cards still stands. Check the date on a filing before you call it recent, and tell us if it lasts more than a day or two.

Why: The banner shows when the last pull of the state record is three days old or more. A state's own site was late, or the nightly pull did not finish.

How do I open more states?

Fix: Settings, Your shop, Add a state, Ask for one. When we send a code, put it in under Add a code and tap Add it. The new state comes down straight away and shows on the Filings State dropdown and on Territory.

Why: States come with your shop's code, priced for the company, not per seller.

Where do the filings come from?

Fix: Open any well or filing: it carries the state, the date and the record it came from.

Why: The state's own register, read every night. Nothing is invented and nothing is bought from a data vendor. Texas records are public information from the Railroad Commission of Texas; neither Roughneck nor the information is endorsed by the State of Texas or any state agency.

Is there a phone number for everyone?

Fix: When a card has no number, tap LinkedIn, or ask on the next call. When a number is dead, tap Number is dead and the card gives you the next route.

Why: If the state did not file a number, the card has none. We do not buy or scrape contact details.

Calling

How does the cadence decide who is due?

Fix: Tap what happened on the call and the app sets the date. To change how hard it pushes, Settings, Your workday, Cadence: Hard, Normal or Easy.

Why: Each outcome waits its own window. At Normal: No answer comes back later the same day (first thing the next working day if it is late), Interested in 2 working days, Not now in 30 days, Not interested is parked for 90. The eighth touch with no meeting, logged as No answer or Not their call, parks the account. What that means today in Settings lists the days.

Does it tell me when to stop calling someone?

Fix: When it parks an account, leave it. It comes back on its own on its date, or tap Bring it back now on the card.

Why: Not interested and eight touches with no meeting park the account for 90 days. A call that will not land costs you the one that will.

Who can see my calls?

Fix: Keep personal matters out of the app.

Why: Everyone on your shop's account sees the shop's board, so two people never call the same operator. The owner and the sales leader can see your calls and notes. Downloading the call log is off for reps unless the owner turns it on in Settings, Your data.

I lost signal in the middle of a call or a quote.

Fix: Keep going. Log the call, finish the quote. It goes up when you have bars again. If Today says Not saved to the server yet, leave the app open on signal for a minute.

Why: Your book lives on your phone and everything you do is kept there first. Two things need signal: sending a signing link, and checking whether the customer signed.

Quotes

A quote will not send.

Fix: Read the message it shows:

• "Price at least one line before you send it." Put a quantity and a rate on a line.
• "Sending a signing link needs a signal and your Roughneck sign-in." Get bars, and sign in if the app asks.
• "The link was not made." followed by a reason. The reason says what to change; try again in a minute.

Why: A signing link is made on the server, so it needs signal. A quote with no priced line has nothing to sign.

The customer says the signing link opened blank, or would not open.

Fix: Ask them to open it in their phone's own browser (Safari or Chrome), not inside another app's preview. If it still does not open, send it again with Send the link again, or Copy the link and text it.

Why: Some mail and messaging apps open links in a cut-down view. A link already out is the same link; sending it again does not make a new one. Once the customer has signed, the link works for 30 days more, then stops.

How do I get a quote signed?

Fix: Build it from the account, tap You sign, then Send signing link and Text it or Email it. The customer reads it and signs on their own phone. Tap Check again to see Signed, then They signed it. Book the job.

Why: The customer never signs on your phone. They need no app and no account.

Can a customer check that a document is real?

Fix: Yes. Every signed quote has a Document ID on its Audit trail. Anyone can type it at roughneck.app/verify, or use Verify a document from the three dots by your name.

Why: The check says whether that document is the one that was signed, and names the parties, the quote number, the date and the total, nothing else.

What is The Handshake?

Fix: To add it, Settings, Quotes, Ask us to turn it on.

Why: It is the add-on that puts quotes and field tickets under your own brand and logo, lets you ask for a photo ID before the customer signs, and turns a quote you brought in into one both sides sign. Without it, you still build, sign and send quotes; the paper carries a Roughneck footer.

Save as PDF does nothing on my iPhone.

Fix: In Safari, Save as PDF opens the print sheet: tap Share, then Save to Files. From the app on your Home Screen, it makes the PDF and shows Save or share the PDF. If it says the PDF could not be made, try again with bars, or open Roughneck in Safari.

Calendar

The calendar did not sync to my phone.

Fix: Tap Sync to my phone's calendar again after any change. For a calendar that keeps itself current, tap Live link to my phone's calendar and follow the steps for your phone. On a Windows PC with Outlook, the file goes in by File, Open and Export, Import.

Why: Sync to my phone's calendar downloads a copy of what is on the calendar today; it does not update itself. The live link does, about every hour, for 180 days.

Your data

Can we take our work with us?

Fix: Settings, Your data, Download your work: calls, visits and notes, the people you added, your customers and your quotes, as spreadsheets. For the whole shop at once, write to us.

Why: The owner and the sales leader can always download; a rep can when the owner turns it on. Each download is the work on the device you are using. The state's filings are public record and stay in the app.

How do I delete my account?

Fix: Settings, Your data, Delete my account, then Yes, delete it. To close the whole shop, write to us.

Why: Deleting a seat removes your seat, your book and your sign-in. Signed quotes and tickets are kept so your customers can still verify them, and your shop's shared records stay with the shop.

Telling us

Something is wrong, or I wish it did something.

Fix: Three dots by your name, What would help? Write one line under What would make this better? and tap Send it. For a problem, use Email connect@roughneckcrm.com on Help: say what you were doing and what you saw. Your shop and version go in the subject.

Why: The box comes straight to us. With no signal it opens your mail app instead.

Roughneck is made by Bootstrap Digital, Inc. (in formation), doing business as Roughneck.