Table of Contents
Locking the App
How the app lock screen works, how to unlock with a PIN or password, and how to switch between users on a shared device.
Locking the App
The lock screen protects patient data on shared or unattended devices — unlock quickly with a PIN, or use your password when needed.
Overview
The app automatically locks after 5 minutes of inactivity. While locked, no data can be accessed or synced, and your auth token is removed from active memory. You can also lock the app manually at any time using the padlock icon in the top menu bar.
Unlocking is fast: if you've set a 4-digit PIN, just enter it and the app opens immediately — even when you're offline. If you haven't set a PIN yet, or you've forgotten it, you can always unlock with your account password (requires an internet connection).
Before You Start
- To set a PIN, you'll need to verify your account password first.
- Password unlock requires an active internet connection. Make sure you have a PIN set before going offline.
- On shared devices, be aware that switching to a different user will clear the previous user's locally cached data.
How the App Gets Locked
Automatic Lock
The app locks itself after 5 minutes of inactivity. This timer resets whenever you interact with the app. When the lock screen appears, no action you were in the middle of is lost — just unlock and carry on.
The inactivity timer also checks when you switch back to the app after having it in the background, so returning to a long-idle tab will show the lock screen immediately.
Manual Lock
To lock the app at any time, tap the padlock icon in the top menu bar.
The lock screen appears immediately.
Unlocking with Your PIN
If you've set a PIN, the lock screen shows a 4-digit PIN entry pad.
Enter your 4-digit PIN. The app unlocks automatically as soon as you enter the fourth digit — no need to tap a confirm button.
PIN unlock works fully offline, so you can always get back in even without a network connection.
After Too Many Wrong Attempts
If you enter the wrong PIN 5 times in a row, you'll be locked out for 5 minutes. A countdown timer shows when you can try again.
If you can't remember your PIN, use Use password instead before you hit the limit (see below).
Unlocking with Your Password
If you haven't set a PIN, the lock screen shows a password field instead.
- Enter your account password.
- Tap Unlock.
Password unlock requires an internet connection. If you're offline, the password field will show a warning that it's unavailable. This is why setting a PIN before working offline is strongly recommended.
If you have a PIN set but have forgotten it, tap Use password instead on the PIN screen to switch to password entry.
Setting or Changing Your PIN
You can set or change your PIN directly from the lock screen.
- On the lock screen, tap Set a PIN (or Change PIN if you already have one).
- Enter your account password to verify your identity.
- Enter your new 4-digit PIN on the PIN pad.
- Enter the PIN again to confirm.
Your new PIN is saved to this device and works immediately, including offline.
Your PIN is stored only on this device. If you sign in on a different device, you'll need to set a PIN there separately.
Switching to a Different User
If someone else needs to use the app on the same device, they can sign in without you unlocking first.
- On the lock screen, tap Login as different user.
- Tap Continue to login.
- The full login form appears. The new user signs in with their email and password.
What happens to the previous user's data? Any unsynced changes from the previous user are preserved on the device — they carry user attribution and will sync to the server automatically once the device is back online. Cached jobs are refreshed for the new user's team on the next sync.
Troubleshooting
The lock screen appeared and I can't remember my PIN.
Tap Use password instead on the PIN screen and unlock with your account password. After unlocking, you can set a new PIN via Change PIN on the lock screen.
Password unlock says it requires an internet connection.
You're currently offline. Password unlock needs to contact the server to verify your credentials. PIN unlock works offline — if you don't have a PIN set, you'll need to wait until you have a connection to sign in. This is why setting a PIN before going to an event is recommended.
I've been locked out after too many wrong PIN attempts.
Wait for the 5-minute lockout countdown to finish, then try again. If you've forgotten your PIN, use Use password instead once the lockout expires.
The app locked immediately when I switched back to it.
If the app has been in the background for more than 5 minutes, it locks as soon as it becomes active again. This is intentional. Just unlock as normal.
I set a PIN on my phone but I'm being asked to set one again on the tablet.
PINs are stored per device. You'll need to set a PIN separately on each device you use.
- Signing In to the App - how sign-in and tokens work
- Setting Up Your Crew - managing crew on a shared device