15. FAQ & Troubleshooting¶

Common questions and solutions to help you get the most out of Remnant Finder.

15.1 Account Issues¶

I forgot my password¶

On the login screen, tap Forgot Password?
Enter your email address.
Check your inbox for a password reset link.
Tap the link and create a new password.

I'm not receiving the verification email¶

Check your spam/junk folder.
Make sure you entered the correct email address.
Tap Resend Verification Email on the verification screen.
If using Gmail, check the Promotions or Updates tabs.
Add noreply@remnantfinderapp.com to your contacts.

I want to change my email address¶

Go to Settings > Profile.
Update the email field.
You will receive a verification email at the new address.
Verify the new email to complete the change.

How do I delete my account?¶

Go to Settings > Advanced > Delete Account.
Confirm by entering your password.
Your account and all associated data will be permanently deleted.

15.2 Piece Listing Issues¶

My photos are not uploading¶

Check your internet connection.
Ensure the photo file size is under 10 MB.
Try reducing the photo resolution in your camera settings.
Close and reopen the app, then try again.

My piece is not appearing in search results¶

Make sure the piece status is Available (not Draft or Sold).
Ensure you have filled in all required fields (title, dimensions).
Adding a stone type, price, and at least one photo improves discoverability.
New listings may take a few minutes to appear in search.
Free plan users: check that you have not exceeded the 20-piece limit.

How do I mark a piece as sold?¶

Open the piece's detail page.
Tap Edit.
Change the status to Sold.
Tap Save. The piece will be removed from active marketplace listings but retained in your records.

15.3 Payment & Subscription¶

How do I upgrade to Pro?¶

Go to Settings > Subscription.
Tap Upgrade to Pro.
Select a tier and complete the purchase. See Section 11.4 for full details.

Can I get a refund?¶

Subscription purchases are managed through your app store (Apple App Store or Google Play Store). Refund requests must be submitted through:

iOS: Apple Support at reportaproblem.apple.com
Android: Google Play Support

My Pro features disappeared¶

Check that your subscription is active in Settings > Subscription.
Verify in your app store that the subscription has not expired.
If you recently changed devices, make sure you are logged in with the same account.
Tap Restore Purchases on the subscription screen.

I was charged but my plan didn't activate¶

Close and reopen the app.
Go to Settings > Subscription and tap Restore Purchases.
If the issue persists, check your app store purchase history.
Contact support with your receipt/transaction ID.

15.4 Drawing Tool¶

The canvas is not responding to touch¶

Make sure you are on the correct wizard step (toolbar is only active in steps 1, 2, and 4).
Try zooming out — you may be zoomed into an area without shapes.
Tap an empty area to deselect any active shapes.
If on a tablet, ensure the stylus compatibility setting is correct.

I lost my drawing — can I recover it?¶

Drawings auto-save as you work. Reopen the project or quote to find it.
Check More > Projects for quotes linked to projects.
Standalone drawings are accessible from the Drawing Tool screen.

Dimensions are showing in the wrong unit¶

Go to Settings > Preferences > Units and change to your preferred system (Imperial or Metric).
Existing drawings will update to reflect the new unit.

How do I add a custom shape?¶

The Drawing Tool supports Quick Draw templates (Rectangle, L-Shape, U-Shape, Polygon, Ellipse, and Freeform). Use the Freeform or Polygon tools for irregular shapes, or combine multiple shapes on the canvas for complex layouts. You can also save custom shapes to your Shape Library for reuse across projects.

Can I import drawings from CAD software?¶

Yes. The Drawing Tool supports DXF file import (AutoCAD R12 format). Tap the menu in the Drawing Tool toolbar and select Import DXF. The app parses the DXF file and converts its entities into editable countertop shapes. See Section 4.9 for details.

Can I export drawings for CNC machines?¶

Yes. Export your drawing as a DXF file (CAD format) from the export dialog. DXF files are compatible with AutoCAD, SolidWorks, Fusion 360, and most CNC/CAM software used in stone fabrication. You can also export as PNG or PDF. See Section 4.14.

How do I use the Shape Library?¶

Save frequently used countertop shapes to your Shape Library for quick reuse:

Select shapes on the canvas, then choose Save to Library.
To insert a saved shape, tap the Shape Library button in the toolbar.
Browse, search, and organize your shapes into folders.

See Section 4.10 for details.

How do I restore a previous version of my drawing?¶

Open the Revisions dialog (history icon in the Drawing Tool). You can view all saved revisions with timestamps, author, and change summaries. Tap Restore on any revision to revert to that version. See Section 4.16.

How do I change the font size for dimensions or annotations when exporting?¶

In the export dialog, enable Include Dimensions or Include Annotations, and a font size slider appears below each option. Adjust dimension font size (6–20) and annotation font size (4–14) before exporting. See Section 4.14 for all export options.

15.5 Measurement¶

AR Measurement is not available on my device¶

AR Measurement requires:

iOS: iPhone 12 Pro or newer with a LiDAR sensor (ARKit).
Android: An ARCore-compatible device running Android 7.0+. Most modern Samsung, Google Pixel, OnePlus, and Xiaomi devices are supported.

If your device does not meet these requirements, use Photo-Based or Manual measurement instead. The app checks AR compatibility automatically and hides the AR option if your device is not supported.

Photo-Based Measurement gives inaccurate results¶

Ensure the reference object is flat on the same surface as the piece.
Take the photo from directly above (perpendicular to the surface).
Use good, even lighting without strong shadows.
The reference object must be fully visible in the frame.
Try using a different reference object (ruler instead of credit card, for example).

Can I re-measure an existing piece?¶

Yes. Open the piece and tap Edit > Update Dimensions. You can re-measure using any method and the piece listing will update.

15.6 Notifications¶

I'm not receiving push notifications¶

Check that notifications are enabled on your device:
iOS: Settings > Remnant Finder > Notifications > Allow Notifications
Android: Settings > Apps > Remnant Finder > Notifications > Enable
Check in-app notification settings: Settings > Notifications.
Make sure Quiet Hours are not active.
Ensure the app has not been force-stopped or battery-optimized away.

Too many notifications¶

Go to Settings > Notifications.
Disable categories you don't need.
Set Quiet Hours to suppress notifications during off-hours.

15.7 QuickBooks Integration¶

QuickBooks sync failed¶

Check that your QuickBooks connection is still active in Settings > Integrations > QuickBooks.
If the connection expired, tap Reconnect and re-authorize.
View the Sync History to see specific error details.
Failed exports are retried automatically every hour. You can also retry manually.

Data is different between Remnant Finder and QuickBooks¶

Sync is not instant — data updates every 15 minutes.
If you made changes directly in QuickBooks, allow time for the next auto-sync cycle.
For immediate sync, go to QuickBooks settings and tap Sync Now.

15.8 Client Portal¶

How do my clients access the portal?¶

Clients receive portal access automatically when you send them a quote or invoice. They can also be invited manually from the client profile. Clients log in via magic link (email), Google, Apple, or password.

Can I customize the portal appearance?¶

Yes. Go to Settings > Company > Portal Settings to configure your portal subdomain, upload your logo, and set brand colors. The portal uses your company branding for a professional experience.

What can clients do in the portal?¶

Clients can view their projects, approve/reject quotes, view and pay invoices, send messages, and download shared files. See Integrations > Client Portal for full details.

15.9 Offline Mode & Data Sync¶

Some data is missing when I'm offline¶

Remnant Finder caches essential data for offline use, including your pieces, clients, and projects. However, some features require an internet connection:

Searching the marketplace
Sending quotes and invoices
Processing payments
Syncing with QuickBooks

When you go back online, any pending changes sync automatically.

My changes didn't save¶

Check your internet connection. If you were offline when making changes, they should sync when you reconnect.
If the issue persists, try pulling down to refresh the screen.
As a last resort, go to Settings > Advanced > Clear Cache and log in again.

15.10 Pro Features & Paywall¶

Some features are exclusive to the Pro plan. When you try to access a Pro-only feature on the Free plan, the app shows a paywall screen explaining the feature and offering an upgrade option.

Pro-only features include: CRM, Drawing Tool, Quotes, Invoicing, Calendar, Analytics, Integrations, Floor Plan Editor, Group Conversations, Live Feed, Time Clock Review, Financial Visibility, and Affiliate Program. See Subscription Plans for the full comparison.

I upgraded but still see the paywall¶

Close and reopen the app completely.
Go to Settings > Subscription > Restore Purchases.
If the issue persists, wait a few minutes for the app stores to process the purchase.
Contact support if the problem continues.

15.11 Time Clock¶

Team members' time clock entries are wrong¶

Managers can correct time entries from the Time Clock Review screen:

Go to More > Reports > Time Clock Review.
Find the entry that needs correction.
Tap to edit the start time, end time, or add a note.
Approve or reject the entry.

I clocked in at the wrong time¶

If you clocked in early or late, you can add a reason when prompted. Your manager can also adjust the entry from the Time Clock Review screen.

15.12 Floor Plan & Facilities¶

I can't see the satellite background in the Floor Plan¶

Ensure your facility has a valid address with GPS coordinates. Go to Settings > Facilities, edit the facility, and verify the address is geocoded correctly.
Satellite imagery requires an internet connection.

How do I assign a piece to a rack?¶

Open the Floor Plan Editor for your facility, then drag the piece from the Pieces Panel (right side) onto the desired rack on the canvas. See Managing Pieces > Floor Plan Editor for details.

15.13 Team Map¶

How do I see where my team members are?¶

Go to the Team screen and tap the Map icon in the app bar (or select Team Map from the menu). The map shows all team members who have shared their location. See Company Management > Team Map for details.

Is my location tracked all the time?¶

No. Location sharing only happens while the Team Map screen is open. When you close the screen, sharing stops immediately. The map shows the last known location for members who have previously used the feature.

15.14 Group Conversations¶

How do I create a group conversation?¶

Go to Messages, tap the + icon, select Group, add participants, set a name, and tap Create. See Communication > Group Conversations for full details.

Can I archive a conversation?¶

Yes. Swipe left on any conversation in the Messages list and tap Archive. Archived conversations can be restored from the Archive section. See Communication > Archived Conversations.

15.15 Affiliate Program¶

How does the Affiliate Program work?¶

Share your unique referral link with other fabricators. When someone signs up using your link and upgrades to Pro, you earn a commission. Track your referrals, earnings, and payouts from the Affiliate Dashboard (More > Affiliate Program). See Company Management > Affiliate Program for details.

Where do I find my referral link?¶

Go to More > Affiliate Program. Your unique referral link is displayed at the top of the Affiliate Dashboard. Tap Copy to copy it to your clipboard.

15.16 Contact Support¶

If you cannot find an answer to your question:

Email: support@remnantfinderapp.com
In-App: Go to Settings > Help & Support > Contact Us
Response Time:
Free plan: within 48 hours
Pro plan: within 24 hours (priority support)

When contacting support, please include:

Your account email
Device type and OS version
App version (found in Settings > About)
Screenshots or screen recordings of the issue
Steps to reproduce the problem

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