Common Issues & Troubleshooting

Running into an issue? This article covers the most common problems and their solutions. If your issue is not listed here, contact our support team.

App Not Loading

If Kolva fails to load or shows a blank screen, try these steps in order:

1. Clear your browser cache — Press Ctrl+Shift+Delete (Cmd+Shift+Delete on Mac), select "Cached images and files," and clear. Then reload.
2. Try a different browser — If the issue persists, try Chrome, Firefox, or Edge. Safari on older versions of macOS may have compatibility issues.
3. Check your internet connection — Kolva requires an active connection for initial load. The PWA works offline after first load, but stale service worker caches can sometimes cause issues.
4. Reinstall the PWA — On mobile, remove the app from your home screen and reinstall it by visiting app.kolva.ai and adding it again.

Push Notifications Not Working

Kolva uses push notifications for AI briefings, nudges, deal alerts, and team updates. If they are not arriving:

1. Check browser permissions — Go to your browser settings and ensure kolva.ai / app.kolva.ai is allowed to send notifications.
2. Check OS settings — On iOS, go to Settings > Notifications > Kolva and ensure notifications are enabled. On Android, check Settings > Apps > Kolva > Notifications.
3. Re-subscribe — In Kolva, go to Settings > Notifications and toggle push notifications off, then on again. This re-registers your device.
4. Check quiet hours — If you or your admin configured quiet hours, notifications are held during those times.

GPS Not Working on Mobile

GPS is used for visit check-in/checkout, route optimization, and the live map. If location is not detected:

1. Enable location services — On iOS: Settings > Privacy > Location Services > enable for Kolva. On Android: Settings > Location > App permissions > Kolva > Allow.
2. Check browser permissions — If using the browser (not PWA), ensure location access is granted for kolva.ai in browser settings.
3. Move outdoors — GPS signals are weak indoors, in parking garages, and in tall buildings. Step outside or near a window for better accuracy.
4. Restart the app — Close and reopen the PWA. On some Android devices, the GPS module needs to be re-initialized after long periods of inactivity.

Sync Data Not Appearing

If data from your CRM or ERP is not showing up in Kolva:

1. Check integration status — Go to Settings > Integrations and verify the connection shows a green indicator.
2. Wait for the next sync cycle — Data syncs on a schedule (every 15 minutes by default). If you just connected, the initial sync may take 1-30 minutes depending on data volume.
3. Trigger a manual sync — Click the "Sync Now" button on your integration card to force an immediate sync.
4. Check the sync log — View timestamps and error details under your integration's log section. Common errors include expired API keys, permission changes, or network issues.
5. Verify data scope — By default, Kolva imports the last 36 months of financial data and 24 months of orders. Older records are excluded unless you adjust the scope.

Cannot See Certain Features

Some features are restricted based on your subscription plan:

• Starter plan — Core field sales tools without AI. AI briefings, voice orders, churn prediction, and other AI features require Pro or Enterprise.
• Pro plan — Full AI suite plus live map, effort scoring. The nudge engine and weakness profiling require Enterprise.
• Finance hub — Requires a separate Finance subscription (Solo, Multi, or Enterprise).

If you see a "Upgrade to unlock" badge on a feature, visit Settings > Billing to review available plans. During the 21-day trial, all features are unlocked.

Contact Support

If none of the above resolves your issue:

• In-app chat — Click the support icon in the bottom-right corner of the Kolva dashboard.
• Email — Write to support@kolva.ai with a description of the issue, your browser/OS, and any error messages.
• Contact page — Visit kolva.ai/contact to submit a detailed support request.