Start with these checks
Most support issues come from one of four things:
The wrong farm or organisation is selected.
The wrong season is selected.
A filter is hiding the record.
Sync has not finished yet.
Before changing records, check the farm and season on the farm-and-season button at the top right, any filters and the internet connection.
Offline or saved data
When the device has no connection, one small grey line under the status bar reads "No connection: using saved data", with the time of the last sync. It disappears when the connection returns. Editing while offline tells you why it cannot save. In Crop Plan Studio the line under the season name says saving, saved, not saved (with the reason), offline, or that you have unsaved edits in an activity card.
If the Rain gauges tile on Overview shows 0 mm while the gauge has entries this year, reload Phase; the tile counts every reading entered this year.
On a phone, Phase opens on the farm saved on the phone and loads the latest straight away. If you try to save before it has caught up, it says Phase is still syncing; wait a moment and try again. It retries by itself when you reopen the app, when signal returns and every minute while it is open.
In the iPhone and Android apps, Mark done on a pass works with no signal: the pass shows Done, waiting to sync and is recorded when the phone is back online. If a line at the top says a job marked done on this phone was not saved, tap Review to see why (usually someone changed or finished the pass in the meantime), then Discard it and mark the pass done again. See Mobile App And Web App.
Yield maps need a connection to open. With no signal, the yields and averages are still there, but Yield Centre → Maps shows no map until you are back in range.
A restart or crash screen
"PHASE needs a restart" used to appear after an update, when a page left open was still running the older version and could not load the next screen (often with a line such as "Unable to preload CSS"). Phase now reloads the page by itself onto the new version, every time Phase is updated, so you should rarely see it. If it does show, press Restart app; it doesn't delete any farm data.
"PHASE recovered from a crash" with a line mentioning "@context", seen on the website for a few days from 13 October 2026, was a browser add-on's script failing while Phase itself was working. Phase now ignores failures in scripts that aren't its own, so reloading the page gets you back in. If a recovery screen keeps coming back on the website, open Phase in a private window or another browser: if it works there, a browser add-on is the likely cause. No farm data is affected either way.
If the phone app reloaded itself every few seconds on a farm with a lot of yield maps, that is fixed: take the update when the banner offers it. The first launch after the update needs a connection and shows the loading screen once.
Data is not showing
Check:
Correct farm or organisation
Correct season
Internet connection
Sync has finished
Filters are not hiding records
A paddock looks wrong
Check:
Boundary
Field name
Farm grouping
Selected season
Import results look wrong
Before confirming an import, review:
Field match
Product match
Crop
Variety
Quantity
Unit
Price
GST setting
Storage location
Weather is missing
Check:
Paddocks have boundaries or a location
A weather station or rain gauge is configured where needed
The station is saved and active: its status is on its line in Weather & Climate → Stations, and its three dots hold Sync now
Agent gives an unexpected answer
Try asking with the paddock, product, season or date included. Also check that the relevant farm data exists in Phase.
Login or access problems
Check:
You are using the right email address.
The invite or access code was entered correctly.
You selected the correct farm or organisation after login.
Your subscription or trial is active for that farm workspace.
If you are part of more than one farm, switching workspaces may reveal the records you expected.
Access unavailable means the farm's trial or plan is not active. Its Status line says why (for example "Trial ended" or "Payment failed"), and your records stay readable and exportable. See Billing, Subscription And Trial.
If a password reset link says the browser is blocking site storage, open the emailed link in a normal (not private) window, or allow cookies and site data for phase.ag, then try again. Staying signed in needs the same.
A reminder or notification did not come when expected
Check More → Notifications:
The kind is switched on, and Phone or Email is on for the way you expected it.
Reminders arrive at shows the time you want. Reminders come once at that time, in your own time zone, and are not repeated when something goes overdue.
On a phone, nothing buzzes between 9 pm and 6 am apart from weather alerts you set up and the sign-off notifications (Time to sign off, Someone hasn't signed off); overnight notifications arrive at 6 am.
If the page says Phase can't notify this phone, turn notifications on for Phase in the phone's Settings.
Team updates (notes, livestock work, stock and fuel, and lists) never come to the phone or by email: they are on the bell's Team tab. Nobody is told about their own work.
Everything Phase sent you is listed under Recent on the same page, and on the bell at the top of the app.
When to contact support
Contact support when:
A payment or subscription status looks wrong.
An import keeps failing after review.
A synced integration is missing expected data.
Records disappeared after checking farm, season and filters.
A bug blocks you from saving, importing or opening a key page.
Still stuck
Open More → Help chat to start a support conversation. Include the account email, farm, device, page, selected season, what you clicked, what you expected and a screenshot.
Use More → Help centre to browse support articles. If Help chat does not open, Phase says "Help chat couldn’t load on this device" after ten seconds: turn off any VPN, ad blocker or content filter on the phone or computer and try again, or use More → Email Phase support or email support@phase.ag.