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Frequently Asked Questions

Account & Login

I forgot my password. What should I do?

Click Forgot Password on the login page, enter your email, and follow the instructions sent to your inbox.

I didn't receive the password reset email?

Check your Spam/Junk folder. If it's not there, contact your system admin to manually reset your password.

My account is locked after too many failed login attempts?

Contact your system admin to unlock the account.

Data & Import

My import file has errors. What should I check?

  • Make sure you're using the template downloaded from the system
  • Check for special characters in data fields
  • The header row must not be deleted or modified
  • The file must not exceed the allowed size limit

Can I edit or delete imported data?

Individual records can be edited after import. See the relevant section for each data type.

Mobile App

The app can't detect GPS — I can't Check In?

  • Enable location access for the Ftrack app in your phone's settings
  • Make sure you're outdoors or in an area with good GPS signal
  • Try restarting the app

The app shows an error during a Survey?

  • Check your internet connection
  • Make sure you've successfully checked in before opening the Survey
  • If the error persists, take a screenshot and send it to your admin

Does the app sync data automatically?

Data syncs automatically when connected to the internet. You can work offline, and data will sync when a connection is available.

Reports

I can't see data in the reports?

  • Check the date filter — you may be filtering the wrong time period
  • Make sure you've selected the correct program or staff member in the filter
  • Data only appears after staff complete and sync their visits

Need more help?

Contact the Ftrack Vietnam support team for direct assistance.