How can we help?

• iPhone and iPad - App Store
• Android - Google Play

Once installed, log in with the details provided by your company.

1. Go to bridge.footprintwfm.com
2. Enter the username and password set up by your company's Footprint administrator

You can also use the Log in button at the top of any page on this site.

Your company's Footprint administrator can reset it for you on the Bridge - see Reset a user's password on the Bridge. If you are not sure who your administrator is, email support@footprintwfm.com.

First, check the connection:

• Does the device have mobile data? Try searching for something in the phone's web browser - if no results come back, the phone has no connection.
• Check the cloud icon in the app. A tick means the app is connected, a cross means it is not. (Older versions of the app do not have a cloud icon.)

If the connection is fine, try these steps in order:

Try 1 - Reset mobile data

1. Close the app
2. Switch off mobile data and wait 60 seconds
3. Switch mobile data back on
4. Log in to the app

Try 2 - Restart the device

1. Close the app
2. Turn the device off and back on
3. Log in to the app

Try 3 - Send the jobs over Wi-Fi

1. Log out of the app
2. Shut the app down fully - open your recent apps and swipe Footprint away
3. Go somewhere with Wi-Fi and connect to it
4. Log back in to the app
5. Leave the app open for a few minutes - the stuck jobs will send back to the Bridge

Please do not uninstall the app or use Erase All Content while jobs are in the Outbox, as they are stored on the device.

Some phone settings stop apps syncing when they are not on screen.

• iPhone: go to Settings > Footprint and turn on Background App Refresh. Check Low Data Mode is off in your Mobile Data settings.
• Android: go to Settings > Apps > Footprint > Battery and set it to Unrestricted. Also turn off Data Saver for Footprint.

Leaving the app open for a minute when you have signal is the quickest way to send jobs.

1. Shut the app down fully - open your recent apps and swipe Footprint away.
2. Check you have the latest version of the app (see Update the Footprint app).
3. Restart your phone.
4. Check your phone has free storage space.
5. If it keeps happening, email support with your phone model, its software version, and what you were doing when the app crashed.

Please don't uninstall the app while jobs are in the Outbox.

The office may have reassigned or cancelled the job, or another user may have completed it if it was assigned to two users. Log out of the app and back in to refresh your Inbox, then check with your office.

1. Log in to the Footprint app
2. Tap the 3 lines in the top left
3. Tap Settings
4. Tap General
5. Turn on the bottom option, Use 3G/4G for offline databases
6. Tap Back
7. Tap Offline Databases
8. Tap the 3 dots in the top right
9. Tap Refresh
10. Log out and back in to the app

Before you start: this clears everything saved on the device. Make sure your Outbox is empty first so no completed jobs are lost.

1. Log in to the Footprint app
2. Tap the 3 lines in the top left
3. Tap Settings
4. Tap Reset
5. Tap Erase All Content
6. Tap OK
7. Log out of the app
8. Log back in to the app

The app needs these permissions to take photos and record GPS locations on your forms.

• iPhone: go to Settings > Footprint. Set Location to While Using the App, and turn on Camera and Photos.
• Android: go to Settings > Apps > Footprint > Permissions. Allow Camera, Location and Photos and videos.

Close the app and reopen it afterwards.

Before updating, make sure your Outbox is empty.

• iPhone: open the App Store, tap your profile picture in the top right, then scroll to Footprint and tap Update.
• Android: open Google Play, tap your profile picture, then go to Manage apps and device > Updates available and tap Update beside Footprint.

1. On your old phone, make sure the Outbox is empty and all jobs have sent. Drafts started on your old device will not move across to your new device.
2. Log out of the app on the old phone.
3. Install Footprint on the new phone and log in with the same username and password.

1. Log in to the Footprint app
2. Tap the 3 lines in the top left
3. Tap Settings
4. Tap General
5. Tap Groups, roughly halfway down the page
6. Turn all groups on
7. Go back to the Create screen - you should now see all job types

1. Log in to the Footprint app
2. Tap the 3 lines in the top left
3. Tap Settings
4. Tap General
5. Tap Extra Information, halfway down the page
6. Turn on Address
7. Go back to the Inbox - the address now shows below each job title

1. Log in to the Footprint app
2. Tap the 3 lines in the top left
3. Tap Settings
4. Tap General
5. The top option is Log out after - change it to the option you prefer

We do not recommend Never, as it stops the device logging out and refreshing its connection to our server.

1. Log in to the Footprint app
2. Tap the 3 lines in the top left
3. Tap Settings
4. Tap General
5. Turn on Use Large Fonts

Motion photos save a short video clip with every picture, which makes photos much larger. Turn them off in your phone's camera app before taking photos for your forms.

Samsung

1. Open the camera app and select Photo mode
2. Tap the motion photo icon (a square with a small triangle inside it)
3. When you see Motion photo: off, it is turned off

Google Pixel and other Android phones

1. Open the camera app and select Photo mode
2. Tap the settings icon
3. Turn off Top Shot (or Motion)

1. Log in to the Bridge
2. Click Settings at the top
3. Click Users on the left
4. Click Create a user in the top right
5. Enter the person's email address as the Account username
6. Enter a Password (6 to 20 characters) and type it again in Confirm the password
7. Add a Friendly display name if you like - if you leave it blank, the username is shown instead
8. Choose their User permissions:
   • Only has permissions to access the App - field operatives who only use the mobile app
   • Restricted use of the Bridge - office staff who need limited Bridge access
   • Unrestricted access - administrators
9. Tick at least one Group on the right
10. Click Create

If you need more user licences, email support@footprintwfm.com.

1. Log in to the Bridge
2. Click Settings at the top
3. Click Users on the left
4. Click Edit beside the user
5. In the pop-up, click Change Password
6. Enter the new password twice, then click Change Password at the bottom of the pop-up

Do this as soon as they leave so they can no longer see your data. Both options start from Settings > Users on the Bridge.

Lock the account (recommended)

Stops them logging in and keeps everything else as it is.

1. Find the person in the list
2. Switch Unlocked to NO

Delete the account

1. Tick the box beside the person
2. Click Delete in the top right
3. Deleted users move to the Deleted Accounts tab

To bring someone back, open the Deleted Accounts tab and restore them. You need a free user licence to do this.

Use an up-to-date version of Chrome, Edge, Safari or Firefox. If pages look wrong or won't load, clear your browser cache or try a private window.

1. Check your junk or spam folder.
2. Ask your IT team to allow emails from the @allonmobile.com domain.
3. Check the recipient email address is correct in the workflow or job.
4. If it's still not arriving, email support with the job reference and the address it should have gone to.

Templates are the forms your team fills in on the app. Rules decide what happens automatically when a job is created, received or submitted, such as emailing the office. Each template has its own tag, and the tag is what a rule looks for.

1. Log in to the Bridge
2. Click Settings at the top, then Templates on the left
3. Click Create
4. Enter a Title. The title can't be changed once the template is saved, so check it first.
5. In Tags, type a short tag that is unique to this template (for example siteinspection) and press Enter. Rules use this tag to pick up the template.
6. Leave Available to devices immediately on Yes if your team should see it in the app straight away
7. Click Add to add each field:
   • Choose a Field Type (see the table below)
   • Enter the Display Name - the question your team will see
   • Tick Is this a mandatory field? if it must be answered before the job can be submitted
   • Click Next through Options and Visibility and Validation, then click Add
8. Drag fields by the arrows on the left to change their order
9. Click Create to save the template

Good to know

• A job can be saved on the device without its mandatory fields, but it can't be submitted until they are filled in.
• The On Mobile switch on the Templates list shows whether a template is available in the app. Switch it to NO to hide it.
• To copy a template, click ... beside it and choose Duplicate.

1. Click Settings at the top, then Rules on the left
2. Click Add
3. Choose Import the fields from a template, pick your template, then click Create. You can also start from scratch or from an existing job.
4. Enter a Rule Name. Like template titles, it can't be changed later.
5. Under Which events would you like to trigger this rule?, tick when it should run:
   • Created - when a job is created
   • Received - when a job reaches a mobile user
   • Submitted - when changes come back from a mobile user (the most common)
6. Set the Conditions. Change the first one to Tags · Contains · your template's tag. Then click Add a new condition and set Job Status · Is · Completed on device, so the rule only runs on finished jobs.
7. Under Actions, click to add an action, choose what should happen, then click Configure to set it up and Save Changes
8. Click Create

Adding form answers to an email: click the arrow at the right of the subject or message box and pick the answer you want to include, such as the site name or who completed the job.

Good to know

• Each action has its own ON/OFF switch, and each rule has an Enabled switch on the Rules list, so you can pause them without deleting anything.
• You can create your own PDF layouts, but you can always email support if you'd like us to create or change one for you.
• For anything more involved - linking to another system, new PDF layouts or multi-step workflows - email support@footprintwfm.com and our team will set it up for you.

1. Check your own internet connection - try opening another website.
2. Try a different device, or mobile data instead of Wi-Fi.
3. If Footprint still won't load, phone us on 02890 767002.

We carry out planned maintenance outside business hours and will let you know in advance.

Email support@footprintwfm.com with what you need, along with an example or photo of your current paper form if you have one. Small changes are usually quick. Larger builds and customisation are quoted separately, as they are not part of standard support.

Monday to Friday, 09:00 - 17:30 (UK time), excluding UK public holidays. Email support@footprintwfm.com or call 02890 767002.

• Critical (service unavailable) - within 4 business hours
• High (major feature not working) - within 8 business hours
• Medium (minor feature not working) - within 2 business days
• Low (general questions) - within 5 business days

• Your name, company and a contact number
• The device you are using (phone model or PC)
• The job, form or user affected
• What happened and when
• Screenshots if you can

The Email support button on this page fills in a template for you.