Frequently Asked Questions

Sign-in and access

I see “License is not active”

If the app shows the inactive license screen when you open it, contact your organization administrator. You can find more details in the license documentation.

I forgot my password. What should I do?

1. On the sign-in screen, click Forgot password
2. Enter your email
3. You will receive an email with a password reset link
4. Click the link and set a new password

Note: The link is valid only for a limited time. If it expires, request a new one.

Why do I not have access to some features?

Access depends on your user role:

Contact your administrator if your permissions need to change.

Can I use the app on multiple devices?

Yes. Sign in with the same account on any device. Your data syncs automatically through the server.

How do I sign out?

1. Click your name or profile icon in the side menu (desktop) or open More (mobile)
2. Choose Sign out

Client portal

What is the client portal?

The client portal is a simplified interface for your customers. After signing in, they can see only the companies assigned to their account, together with protocols, contact details and addresses.

I do not see any companies in the portal

If no companies are visible after sign-in:

1. Check whether an administrator assigned clients to your account
2. Contact your administrator to assign the companies

Can I edit my company details?

You can edit basic contact details such as email addresses. Business details like company name or company ID can only be changed by an administrator.

Protocols

How can I fix a mistake in a saved protocol?

Protocols are designed as immutable documents for legal reasons. They cannot be edited from the web application.

For corrections, contact an administrator who can edit the protocol in the admin interface.

Why is my protocol not being saved?

Check the following:

1. Required fields — all fields marked with * must be filled in
2. Client selection — you must choose a client and an address
3. Signatures — if they are required in your organization settings
4. Connection — if you are offline, the protocol is stored locally

If saving fails, the app shows a toast notification describing the issue. Correct the problem and try again.

Where can I find the protocol PDF?

1. Go to Protocols (history)
2. Find the protocol in the list
3. Click the PDF icon in the row
4. Or open the protocol detail and click Download PDF

Note: The PDF is available only for synchronized protocols, not for offline items waiting to sync.

Can I change the protocol number format?

Yes:

1. Go to Settings → Protocol
2. Edit the Prefix field
3. Save the changes

Warning: The change affects only new protocols. Existing protocols keep their original numbering.

What are drafts?

Drafts are unfinished protocols stored locally on your device:

• They are saved automatically while you type
• You can have up to 5 drafts
• They are not sent to the server until you finish them
• They appear on the dashboard and in the protocol form

Offline mode

How do I know I am offline?

When you are offline, the app shows:

• A red dot on the Dashboard icon in the navigation
• A Waiting for sync card on the dashboard with the number of queued protocols

Will I lose my data if I close the browser while offline?

No. Data is stored locally in the browser (IndexedDB) and remains available. You lose it only if:

• You clear your browser data
• You uninstall the browser
• You use private or incognito mode

Important: Never clear browser data while you still have unsynchronized protocols.

When are offline protocols synchronized?

Automatically, as soon as an internet connection is available again. The app detects the online status and starts synchronization on its own.

What can I do offline?

Clients and addresses

Why can I not delete a client?

A client cannot be deleted if it already has assigned protocols. The system warns you about this in the delete dialog.

Why can I not delete an address?

You can delete an address only if:

• The client has more than one address
• You are online

The last address of a client cannot be removed.

How do I set GPS coordinates for an address?

1. Open the client detail
2. Click Edit on the address
3. Click Set location or the map icon
4. Search for the address or click on the map
5. Confirm the location and save

GPS coordinates are used by the “Nearby clients” feature on the dashboard.

What are tags?

Tags are color labels for categorizing clients and protocols, for example:

• VIP client
• Regular service
• Problem client

If you cannot see or assign tags, contact your administrator.

Technical issues

The application is slow. What can I do?

1. Refresh the page (F5 or Ctrl+R)
2. Check your connection — is the internet slow?
3. Restart the browser
4. Try another browser — Chrome or Edge are recommended

I see an error message. What does it mean?

The camera does not work in the app

1. Check whether you allowed camera access in the browser
2. Make sure you are using HTTPS
3. On iOS, use Safari
4. Try refreshing the page

Buttons do not respond or the form is frozen

1. Wait a few seconds, an operation may still be running
2. Check your connection
3. Refresh the page (F5)
4. If the issue continues, sign out and sign in again

PWA installation

What is PWA?

PWA (Progressive Web App) lets you install the web app like a native app:

• Home screen icon
• Offline support
• Faster startup
• No browser address bar

How do I install the app?

Chrome / Edge (Desktop):

1. A banner offering installation may appear when you open the app
2. Or click the install icon in the address bar
3. Confirm with Install

Android (Chrome):

1. Open the browser menu (⋮)
2. Choose Add to Home screen or Install app
3. Confirm

iOS (iPhone/iPad):

1. Open the app in Safari
2. Tap the Share icon
3. Choose Add to Home Screen
4. Confirm with Add

Note: On iOS, PWA also works from Chrome and other browsers starting with iOS 16.4.

Keyboard shortcuts

Which keyboard shortcuts are available?

Plans and subscription

Which plans are available?

Deratix offers three paid plans: Starter (5 users), Business (10 users) and Premium (15 users). You can find the full comparison in Plans Overview.

How do I move from a trial to a paid plan?

Click Choose plan in the app, either in the sidebar widget or on the dashboard card. Select a plan, choose the billing period and complete the payment. The full process is described in the upgrade guide.

What is the grace period?

After your subscription or trial expires, you have 7 days to decide what to do next. During the grace period, your data is available in read-only mode — you can view and export it, but you cannot create new protocols. See the expiration section for details.

How do I add more users?

If you need more users than your plan includes, you can buy an addon package (+5, +10 or +100 users) in the license.deratix.com portal. Pricing details are in the billing section.

Where can I find invoices?

Invoices are available in the license.deratix.com portal in the Order history section. More details are in the billing section.

Contact support

If you did not find an answer to your question:

1. Check the other sections of this documentation
2. Contact your organization administrator
3. Report the technical issue to the administrator

Tip: When reporting an issue, include as many details as possible — browser, device, steps that led to the problem, and ideally a screenshot of the error message.