---
title: App Troubleshooting in the Field during consent collections
description: Fix common FairConsent app issues in the field
---
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1. [Fairpicture Help Center](https://help.fairpicture.org/support?hsLang=en)
2. [FairConsent App and Platform](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en)
# App Troubleshooting in the Field during consent collections
Having trouble with the FairConsent app in the field? This guide covers the most common issues collectors face, from accessing your organization's projects to uploading and editing consents, with clear steps to solve each one.
Find the issue you're facing in the list below and go straight to that section. You don't need to read the whole article.
1. I only see Start personal project
2. I can't see any projects
3. I can't create a project from the app
4. There's no edit option
5. I can't edit uploaded consents
6. The app is slow loading
7. The consents aren't uploading or They're stuck as pending
### 1. I only see Start personal project
- **Why it happens:** The organization invitation wasn't sent from your admin, wasn't accepted, was sent to a different email or it has expired.
- **What to do:**
- Check your email inbox or spam for the invitation.
- If there's no email is found or it has expired, ask your admin to resend it.
- Follow the email instructions below to access the app account.
- **Important:** Don't collect consents through the personal account. They can't be uploaded to your organization's platform.
- **If you already collected in the personal track:** contact [customersupport@fairpicture.org](mailto:customersupport@fairpicture.org)
### 2. I can't see any projects
- **Why it happens:** You've accessed your organization account, but no project has been assigned to you.
- **What to do:**
- Contact your admin to assign you a project.
- Connect to the internet and refresh.
- Or create a project from the app. If the admin gives you access, see [How to create project from the app.](https://help.fairpicture.org/support/solutions/articles/101000586178?hsLang=en)
### 3. I can't create a project from the app
- **Why it happens:** Your admin hasn't permitted you to create projects from the app.
- **What to do:** Ask your admin either to create the project for you or to grant you access to create a project directly in the app.
- For step-by-step instructions, see [How to create project from the app.](https://help.fairpicture.org/support/solutions/articles/101000586178?hsLang=en)
### 4. There's no edit option
- **What to do:** You can edit a consent **only before it's uploaded**. Once uploaded, it can't be edited.
- For step-by-step instructions, see [How to edit a consent.](https://help.fairpicture.org/support/solutions/articles/101000540347?hsLang=en)
- **Tip:** review every consent before uploading.
### 5. I can't edit uploaded consents
- **Why it happens:** Once a consent is uploaded, it's locked. This protects the signed consent record.
- **What to do:**
- Contact your admin or [mailto:customersupport@fairpicture.org](mailto:customersupport@fairpicture.org)with:
- Project name
- The consent giver name
- - - What needs correcting
- **If the consent giver is still with you, collect a new consent with their correct data if possible.**
- **Prevention:** Always review before uploading consent (see point no. 4).
### 6. The app is slow loading
- **Why it happens:** A weak or unstable internet connection can slow the app down.
- **What to do:**
- Turn off mobile data and Wi-Fi (or switch on airplane mode) and continue collecting consents offline. [See Does the app work offline?](https://help.fairpicture.org/support/solutions/articles/101000540338?hsLang=en)
- When you're ready to upload, reconnect to a strong internet connection.
### 7. The consents aren't uploading" or "They're stuck as pending
- **Why it happens:** Uploading consents needs a stable internet connection.
- **What to do:**
- Close the app to store the consents in the app.
- Find a good place to connect to a strong internet connection.
- Keep the app open until all consents are uploaded.
- **Warning:** don't uninstall the app, or reset your phone while consents are still pending. You will lose the consents.
### Contacting support
If you need more help, or you faced an error send us an email to [customersupport@fairpicture.org](mailto:customersupport@fairpicture.org) or you can report a problem directly in the app
See [How to Report a Problem in the FairConsent App.](https://help.fairpicture.org/support/how-to-report-a-problem-in-the-fairconsent-app?hsLang=en)
- [FAQ for Clients](https://help.fairpicture.org/support/faq-for-clients?hsLang=en#main-content)
- [Services](https://help.fairpicture.org/support/faq-for-clients?hsLang=en#services)
- [Prices](https://help.fairpicture.org/support/faq-for-clients?hsLang=en#prices)
- [Starting a project](https://help.fairpicture.org/support/faq-for-clients?hsLang=en#starting-a-project)
- [FAQ in Projects](https://help.fairpicture.org/support/faq-for-clients?hsLang=en#faq-in-projects)
- [Platform Tutorials](https://help.fairpicture.org/support/platform-tutorials?hsLang=en#main-content)
- [Post-production tutorials](https://help.fairpicture.org/support/platform-tutorials?hsLang=en#post-production-tutorials)
- [Platform tutorials](https://help.fairpicture.org/support/platform-tutorials?hsLang=en#platform-tutorials)
- [FAQ for Visual Creators](https://help.fairpicture.org/support/faq-for-visual-creators?hsLang=en#main-content)
- [Rates and Payment](https://help.fairpicture.org/support/faq-for-visual-creators?hsLang=en#rates-and-payment)
- [Getting started on the platform](https://help.fairpicture.org/support/faq-for-visual-creators?hsLang=en#getting-started-on-the-platform)
- [Services](https://help.fairpicture.org/support/faq-for-visual-creators?hsLang=en#services)
- [VC questions](https://help.fairpicture.org/support/faq-for-visual-creators?hsLang=en#vc-questions)
- [FairConsent App and Platform](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#main-content)
- [Subscription & Billing](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#subscription-billing)
- [FairConsent Platform](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#fairconsent-platform)
- [05 Roles Access and Data Boundaries](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#05-roles-access-and-data-boundaries)
- [Updates & Support](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#updates-support)
- [06 Risk, Limitations and Warnings](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#06-risk-limitations-and-warnings)
- [08 DAM Integrations](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#08-dam-integrations)
- [Frequently Asked Questions (FAQ)](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#frequently-asked-questions-faq)
- [02 Getting Started](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#02-getting-started)
- [04 FairConsent Platform](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#04-fairconsent-platform)
- [FairConsent App](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#fairconsent-app)
- [01 User Experience Overview](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#01-user-experience-overview)
- [07 Consent Links Beta](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#07-consent-links-beta)
- [03 FairConsent App](https://help.fairpicture.org/support/fairconsent-app-and-platform?hsLang=en#03-fairconsent-app)
- [Content Production (Creators)](https://help.fairpicture.org/support/content-production-creators?hsLang=en#main-content)
- [Review and payment](https://help.fairpicture.org/support/content-production-creators?hsLang=en#review-and-payment)
- [What we offer and how we work for creators](https://help.fairpicture.org/support/content-production-creators?hsLang=en#what-we-offer-and-how-we-work-for-creators)
- [Getting started on the platform for visual creators](https://help.fairpicture.org/support/content-production-creators?hsLang=en#getting-started-on-the-platform-for-visual-creators)
- [Project organisation](https://help.fairpicture.org/support/content-production-creators?hsLang=en#project-organisation)
- [FairConsent for Fairpicture Projects](https://help.fairpicture.org/support/content-production-creators?hsLang=en#fairconsent-for-fairpicture-projects)
- [Production and post-production](https://help.fairpicture.org/support/content-production-creators?hsLang=en#production-and-post-production)
- [Project brief & deliverables](https://help.fairpicture.org/support/content-production-creators?hsLang=en#project-brief-deliverables)
- [Content Production (Clients)](https://help.fairpicture.org/support/content-production-clients?hsLang=en#main-content)
- [Getting started on the platform for clients](https://help.fairpicture.org/support/content-production-clients?hsLang=en#getting-started-on-the-platform-for-clients)
- [Starting a project](https://help.fairpicture.org/support/content-production-clients?hsLang=en#starting-a-project)
- [Project organisation](https://help.fairpicture.org/support/content-production-clients?hsLang=en#project-organisation)
- [What we offer and how we work](https://help.fairpicture.org/support/content-production-clients?hsLang=en#what-we-offer-and-how-we-work)
- [Project brief](https://help.fairpicture.org/support/content-production-clients?hsLang=en#project-brief)
- [Consent](https://help.fairpicture.org/support/content-production-clients?hsLang=en#consent)
- [Image material](https://help.fairpicture.org/support/content-production-clients?hsLang=en#image-material)
- [Support for Project Managers](https://help.fairpicture.org/support/support-for-project-managers?hsLang=en#main-content)
- [Request and offer](https://help.fairpicture.org/support/support-for-project-managers?hsLang=en#request-and-offer)
- [Consent](https://help.fairpicture.org/support/support-for-project-managers?hsLang=en#consent)
- [Invoice and Payment](https://help.fairpicture.org/support/support-for-project-managers?hsLang=en#invoice-and-payment)
- [Image material](https://help.fairpicture.org/support/support-for-project-managers?hsLang=en#image-material)
- [Production](https://help.fairpicture.org/support/support-for-project-managers?hsLang=en#production)
- [Pricing](https://help.fairpicture.org/support/support-for-project-managers?hsLang=en#pricing)
- [Visual creator network](https://help.fairpicture.org/support/support-for-project-managers?hsLang=en#visual-creator-network)
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