Troubleshooting¶

Most edge cases in the app — what each error message means, what to do about it — are explained on the page for the screen where they appear, in collapsible "If…" tips. This page is a short index to where those tips live, plus a few things that do not belong on any single screen.

If you cannot find your answer here, please email it@pantherafo.com.

For the email-code flow itself — code not arriving, code rejected, "Try again in M:SS" cooldowns, the daily "Too many attempts" limit — see the collapsed tips on Signing in → Signing in with an email code.

Lock screen issues¶

For the lock screen that appears on app resume when Keep me signed in is on — biometric prompt not appearing, "Too many failed attempts" cooldown, sessions that have expired — see Signing in → Re-opening the app.

The device unlock prompt does not appear at all

Make sure you have a screen lock set up in your device's system settings (fingerprint / face / PIN).
In the app, check Settings → On Exit → Keep me signed in is on. If it is off, the app does not lock on resume — it signs you out completely and asks for an email code instead.
Force-close the app and reopen it.

Report problems¶

My latest report is not showing

Pull-to-refresh the home screen (drag the header down).
Make sure you have a working internet connection.
Check with your Panthera relationship manager that this period's report has been finalised on their side.

I can only see one report — where is the history?

Panthera Insight only provide the most current report, which will be processed and updated by our team regularly once new records are received and validated on our end.

The numbers in my report look wrong

Reports are prepared with reasonable care but may contain pricing or timing differences relative to the underlying custodian records. In case of a discrepancy, the custodian records prevail. Please reach out to your Panthera relationship manager so they can review and, if needed, correct the report.

Downloads problems¶

For per-file download failures, profile filter issues, or in-app PDF preview errors, see the collapsed tips on the Downloading reports page.

Settings / account problems¶

For sign-out failures, the greyed-out Keep me signed in switch, or account-deletion errors, see the collapsed tips on the Settings page.

General¶

The app feels slow or unresponsive

Make sure the app is up to date in the App Store / Google Play (a gold "Update available" banner appears in the app when one is waiting).
Force-close and reopen the app.
Sign out and back in.

Something else is wrong

Please send the details to it@pantherafo.com. Helpful information to include:

What you were doing when the issue happened.
Any error message or unexpected behaviour you saw.
Your device model and OS version.
The app version from the bottom of the Settings screen.
A screenshot if you can take one.

We aim to respond within a few business days.