Troubleshooting common issues
If something is not working, this article covers the most common problems and the fastest way to resolve them. If your issue is not listed, use the Report button in the bottom-right corner of any page.
Sign-in problems
A volunteer cannot sign in with their name and PIN.
Confirm with the volunteer that their display name is spelled correctly. Display names are case-sensitive. If the name is correct and the PIN appears to be lost or wrong, contact Motion51 staff using the Report button — PIN resets currently require staff assistance.
The volunteer sees "Too many sign-in attempts."
Motion51 locks an account temporarily after several failed PIN attempts. The lock lifts automatically after a short waiting period. Contact Motion51 staff if the volunteer cannot wait.
Turf problems
The voter count in my turf is lower than expected.
A turf only contains voters who are inside the boundary and inside your Eligible Voter Pool. If your Eligible Voter Pool is narrow, the turf will be narrow even if the boundary is wide.
The map does not show any voters.
Confirm your campaign's Eligible Voter Pool returns voters at all. Open the Voter Search page and run a query in the campaign's district. If no voters appear, the Eligible Voter Pool is set too tightly.
A voter is at the wrong address on the map.
The voter record uses the address from the official county file. If the address is wrong, the voter has likely moved. Mark them "Moved" during the knock.
Sync problems
A volunteer's knock is not appearing in my reports.
The knock may still be in the volunteer's offline queue. Ask the volunteer to open the app while connected to the network. The pending knocks sync automatically.
The volunteer's map is showing old voters that should not be there.
The volunteer's browser may be holding a stale cache. Ask them to fully close the app and reopen it.
Performance problems
The app is slow to load.
Performance issues are usually network related. If the volunteer is in a low-signal area, the app will still log knocks offline but may be slow to load pages.
Reports take a long time to load.
Large campaigns with many knocks can take a few seconds to render reports. If reports consistently take longer than ten seconds, use the Report button.
When to use the Report button
Use the Report button for anything that:
- Stops a volunteer from doing their job.
- Shows obviously wrong information.
- You cannot resolve with this troubleshooting guide.
Reports are reviewed by Motion51 staff and triaged by severity.