BeeQueen

Troubleshooting

Troubleshooting Common Issues

Solutions to the technical problems you are most likely to hit

Sign-in & Password

Sign-in problems come down to the credentials, the account or the connection.

Check these first:

  • Use the email address your agency registered for you, not a personal one
  • Passwords are case-sensitive - watch for caps lock and for autocorrect capitalising the first letter
  • Confirm with your administrator that your account has actually been created and activated
  • Make sure you have a working internet connection
  • Close the app completely and reopen it

BeeQueen opens a secure browser window for sign-in. When that window fails, it is nearly always the network in between.

Try in this order:

  1. Switch between Wi-Fi and mobile data
  2. If you are on corporate or guest Wi-Fi, try another network - some block our sign-in service
  3. Turn off any VPN, private relay or content blocker and try again
  4. Check that your device's date and time are set automatically; a clock that is wrong breaks the secure connection
  5. Close the app fully and reopen it
  6. Make sure the app is up to date

Reset emails go to the address registered on your account, and nowhere else.

What to check:

  • Look in spam or junk, and in any filtered work inbox
  • Confirm you typed the same address your agency registered
  • Wait a few minutes - delivery is not always instant
  • Reset links expire; request a new one if the old link no longer works
  • Still nothing? Email support@beequeen.app

A session that ends after a short while, over and over, usually means the app cannot refresh it in the background.

Solutions:

  • Update to the latest app version
  • Check that your connection is stable when you open the app
  • Sign out deliberately from Profile › Sign out, then sign back in to get a fresh session
  • Reinstall the app if it keeps happening
  • If it happens to your whole team at once, report it - that points at a server-side setting rather than your device

The offer comes from the browser window, and it can be missed if the window closes the moment you sign in. Sign out and back in and watch for the prompt, or add the credentials to your password manager by hand.

Actions Not Showing

Work through these in order - the first two explain nearly every case.

Check:

  1. Active filters. The badge on the filter icon counts them. Open the sheet and tap Reset all
  2. The search bar. Clear it; search and filters apply together
  3. The active company. Profile › Active company - you may be looking at a company with nothing planned. Switch to All companies to rule it out
  4. Your connection. Reopen the screen once you have signal
  5. Your access. If it is still empty, ask your administrator whether your account is attached to the right company

The list only holds actions of the company that is currently active, so an action planned for another of your companies will not appear until you switch - or select All companies.

A date range in the When filter will also hide it. Clear the From and To dates, then search on the action code, which is the most precise thing to match on.

BeeQueen reads the plan as it stands on the server when the screen loads. If a colleague has just changed something in MACS, go back to the list and open the action again to load it fresh.

The filter options are fetched from the server the first time you open the sheet, so a dropped connection leaves them blank.

Try:

  • Close the sheet, check your connection and open it again
  • Reopen the app entirely
  • If one dimension stays empty while the others fill, report it with the name of that dimension

Messages

Chat runs over a live connection to the server, which needs more than a bar of signal to hold open.

Solutions:

  1. Check that you have a working connection - try loading the Actions list
  2. Switch between Wi-Fi and mobile data
  3. Leave the conversation and open it again to reconnect
  4. Close the app fully and reopen it
  5. Turn off any VPN, which can block the live connection while leaving the rest of the app working

That is the live connection failing to hold while the app is in the background - often a battery saver or a restricted network.

What helps:

  • Turn off battery optimisation for BeeQueen (Android: Settings › Apps › BeeQueen › Battery › Unrestricted)
  • Turn off Low Power Mode on iOS
  • Allow Background App Refresh for BeeQueen on iOS
  • Pull down on the Messages list to refresh it at any time

A group is created for an action once it has been planned, not when it is first drafted. Until then, no conversation exists and none can be created for it from inside the app. Check the action's status - if it is still awaiting planning, that is why.

You can always start your own group in the meantime from the compose button in Messages.

The directory only holds people in the companies you belong to, and it excludes anyone already in the group you are editing. Keep typing - the search pulls in more of the directory as you narrow it down.

If a colleague genuinely is not there, their account may not be attached to the same company. Your administrator can check.

Opening a conversation marks it read, which needs a connection to reach the server. If the badge is stuck, open the conversation once more with a good signal, then pull down on the Messages list to refresh.

Notifications

The app registers this device for notifications after you sign in - and only if you granted the permission.

Work through these:

  1. Check the permission: Settings › Notifications › BeeQueen on iOS, Settings › Apps › BeeQueen › Notifications on Android
  2. Turn off Do Not Disturb, Focus or a Sleep schedule
  3. Turn off battery optimisation for BeeQueen on Android
  4. Sign out and back in - that re-registers the device
  5. As a last resort, reinstall the app and sign in again
Signing out stops notifications on purpose. BeeQueen unregisters the device when you sign out, so nothing reaches a phone that nobody is signed in on. They resume as soon as you sign back in.

Both platforms only ask once. If the prompt was declined or dismissed, grant the permission in your device settings instead, then reopen BeeQueen so it can register.

A notification tapped while the app is signed out lands you on the sign-in screen instead. Sign in, then open the conversation from the Messages list. If it happens while you are signed in, report it with the time and the conversation name.

App Performance

Try:

  1. Close the app completely and reopen it
  2. Restart your device
  3. Free up storage space
  4. Update the app and your device's operating system
  5. Check your connection - most slowness is the network, not the app

Crashes are usually outdated software.

Troubleshooting steps:

  1. Update the app to the latest version
  2. Update your device's operating system
  3. Uninstall and reinstall the app
  4. Check that your device meets the minimum requirements
  5. Report the crash with your device model, OS version and what you were doing

BeeQueen loads everything live, so a weak connection shows up as an empty screen.

Solutions:

  • Check your signal strength
  • Switch between Wi-Fi and mobile data
  • Pull down to refresh, or go back and open the screen again
  • Reopen the app

Your choice is saved on the device, so being asked repeatedly means the app cannot write to its secure storage. Reinstall the app and sign in again. If it persists, report it with your device model and OS version.

Still experiencing issues?

If none of this resolves your problem, our technical support team can help.

When contacting support, please include:

  • A description of the problem, and what you were doing when it happened
  • The name or code of the action or conversation involved, if relevant
  • Your device model and operating system version
  • The app version, from Profile › About
  • The company that was active at the time
  • Screenshots, if you have them
Contact Technical Support