Application stuck on loading when opening Ageing Report

 Symptoms

When opening the ageing report in the mobile app, you may experience the following:

• The Ageing Report page opens but does not finish loading.
• A loading spinner remains on the screen.
• The report does not display any ageing details.
• The issue occurs after selecting Ageing from a customer payment screen.

Before you begin

Make sure you have the following information ready:

• The customer or debtor account you were viewing.
• A screenshot of the loading screen.
• The approximate time the issue occurred.
• Your mobile app version, if available.
• Your device model and operating system, if available.

Resolve the issue

1. Return to the previous screen.
   Tap the back arrow to leave the ageing report page.
2. Open the ageing report again.
   From the payment page, tap Ageing again.
3. Refresh your connection.
   Check that your mobile data or Wi-Fi connection is stable, then try opening the report again.
4. Close and reopen the app.
   Fully close the mobile app, reopen it, and try accessing the ageing report again.
5. Report the issue if the report still does not load.
   Contact support and include the customer or debtor name, screenshot, time of issue, and device details.

Confirm the issue is resolved

The issue is resolved when the Ageing Report page loads successfully and displays the ageing details instead of remaining on the loading screen.

Additional information

If the issue only happens for one customer or debtor account, include that information when contacting support. This helps support check whether the issue is specific to that account or affects ageing reports more broadly.