> ## Documentation Index > Fetch the complete documentation index at: https://docs.prospecthq.app/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshoot the iPhone app > Fix sign-in, missing athletes, unavailable analysis, Share Sheet, upload, and body-tracking issues. # Troubleshoot the iPhone app Start with the section that matches the message or missing action. Retrying cannot grant new permissions; access changes must come from an authorized ProspectHQ administrator or player relationship. ## The app cannot connect to ProspectHQ 1. Confirm Safari can open [prospecthq.app](https://prospecthq.app). 2. Switch between Wi-Fi and cellular data, then try again. 3. Force close and reopen ProspectHQ Uploader. 4. Install the latest App Store or TestFlight build. 5. Check whether another user can reach ProspectHQ before changing account settings. An App Store build should connect to `prospecthq.app`. If a test build opens an address ending in `.local`, it is a developer build configured for a Mac on the local network; install the current TestFlight or App Store build for normal testing. ## Sign-in stops or returns to the wrong page * Complete sign-in inside ProspectHQ Uploader instead of a previously opened browser tab. * Confirm the email matches the invitation or membership. * Use **another method** only when your account already has that MFA or recovery method configured. * Use the native recovery flow when you have lost access to the primary factor. * Update the app if the sign-in screen repeatedly fails to continue. Never send a password or recovery code to support. ## No athletes appear The app shows only athletes the server authorizes the signed-in user to manage. 1. Confirm you signed in with the invited email. 2. Accept any outstanding organization, team, athlete, or guardian invitation. 3. Ask an administrator to verify your organization role, team assignment, and player relationship. 4. Pull to refresh or sign out and back in after access is changed. 5. If you are new and have permission to create an athlete, use the available setup action. An athlete being visible on a public page does not grant management access. ## Record and analyze swing is missing Confirm all of the following: * The selected athlete's sport is baseball or golf. * Your account has write access to that athlete. * The organization is not read-only. * The app is ProspectHQ Uploader 1.0.1 or later. * The athlete directory refreshed after any access change. Softball and other sports can still use supported upload classifications, but the current on-device swing phase model is limited to baseball and golf. ## Upload to ProspectHQ is missing from the Share Sheet Open and sign in to ProspectHQ Uploader once. Then share one supported item, choose **More**, and enable **Upload to ProspectHQ**. If it still does not appear, restart the source app or iPhone and confirm the file is a supported photo, video, or UTF-8 CSV. ## A file is not offered for quick upload The Share Sheet currently supports one photo, video, or supported CSV at a time. GameChanger game PDFs, tournament documents, PDFs, and arbitrary files use the exact guided web importer opened from the main app. For CSVs, confirm the file is UTF-8, no larger than 2 MB, and is a supported GameChanger season-statistics or Pocket Radar session export. ## An upload stops or fails For continuous practice recordings in TestFlight, also see [saved drafts and recovery](/mobile-app/practice-sessions-beta#can-i-close-the-app-while-it-analyzes-or-uploads). A finished local practice recording can be resumed; a single-file upload does not have the same durable draft workflow. 1. Keep ProspectHQ or the Share Sheet open during the active transfer. 2. Confirm the phone has a stable connection. 3. Review the file type and size shown in the app. 4. Check the athlete's current video count and storage allowance. 5. Use **Retry** when offered; duplicate protection prevents the same completed upload from being saved twice. 6. If failure repeats, contact support with the time and on-screen reference ID. Do not repeatedly create new sessions to work around a failed transfer. ## The upload is marked as a possible duplicate ProspectHQ compares the athlete, organization, session identity, content fingerprint, and prior import records. Review the existing and new record before choosing which one should remain. A duplicate prompt protects observations and video links; it is not permission to merge unrelated sessions. ## The saved video does not show body tracking Body tracking appears only for a supported video created through **Record and analyze swing** with valid reviewed analysis data and the correct observation-linked video. * Open the saved Swing Analysis session, not only the generic video player. * Use the inline **Body tracking** view. The iPhone system full-screen player can show only the clean original video. * Confirm the session shows analysis status and phase information. * An ordinary imported swing video does not automatically receive a saved pose overlay. * If ProspectHQ shows **Analysis unavailable**, do not substitute another video; report the session and reference ID to support. ## A profile or management link opens the wrong place Return to the athlete or role-aware Home card and use its **View Profile**, **Manage Profile**, **Manage Website**, or other named action. These destinations are generated by the server for the current athlete, team, and organization. If the wrong organization remains active on the website, sign out there and sign back in with the same account used in the app, then reopen the link. ## Still need help? See [Account, privacy, and support](/mobile-app/account-and-support) for the support contact and the diagnostic details to include. Do not send authentication codes, payment details, or unrelated private athlete data. This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.