Mobile App FAQs

Juvare provides 24/7 support for users experiencing access issues. Email support@juvare.com or call the Juvare Support Center (877-771-0911) for assistance. You can also click a link on the Juvare Login Services portal to report access issues to Juvare Support.

Below is a list of frequently asked questions for Crisis Track mobile app users and administrators, covering topics such as app usage, features, troubleshooting, device compatibility, and access-related issues.

Single Sign-on (SSO) does not handle logging in, password resets, and other account details in the same way. If using SSO, refer to the FAQ on the Single Sign-On page. For assistance with your account or organizational credentials, you can also contact your administrator.

You can download it from the Apple App Store, Google Play Store, or Microsoft Store.

The app works on phones and tablets running iOS, Android, or Windows 10.

You must be connected to the internet to log in to the mobile app.

Once logged in, the app can be used offline, but two important steps must be completed first:

  • Download at least one map

  • Download your assigned structures

After completing these steps, you can collect data offline and sync it later when you regain internet connectivity.

Use the same credentials provided for the Crisis Track web console. Your administrator will give these to you.

Ensure you are using the correct username and password provided by your administrator. The mobile app uses the same credentials as the web version.

Also check for:

  • Typing errors

  • Expired passwords

  • Case sensitivity — Previous username case sensitivity resulted in multiple active users with a matching ID. If your username is not accepted in a case-insensitive style, it may require input as created to avoid conflict with similar usernames. Enter the username exactly as provided.

If the issue continues, contact your administrator for assistance.

Yes, you can work on tasks offline after downloading your assigned data while connected to the internet. Once you regain connectivity, upload your changes by syncing the app. Make sure to perform a manual sync to confirm all offline entries are successfully uploaded.

If you log out or close the app while offline, some data may not upload correctly. It’s best to sync before logging out.

Yes, Crisis Track encrypts data on the device and during transfer, and data is only stored locally while you are logged in.

If you experience an issue or need assistance, you can contact Technical Support using the details below:

Phone: +1 877 771 0911

Email: support@juvare.com

Support teams typically respond within a specific time frame based on the support policy.

You can also refer to the Crisis Track Help Center for troubleshooting guides and helpful documentation.

For additional assistance, visit the Juvare Support page.

Check the app version in your device’s app store. If an update is available, install the latest version for best performance.

Open the app, then navigate to the main menu and select the Sync option to upload pending data.

There are multiple possible reasons: No internet connection, large file size, Sync not completed. Make sure you sync after capturing images.

Yes, large files may fail to upload depending on server settings. Compress large images if needed.

Access is role-based. If you cannot see specific incidents or forms, contact your administrator to verify your permissions.

No, synced data is stored on the server. However, unsynced offline data may be lost if the app is reinstalled.