I'm having trouble accessing my account
A sync or backup error shows when the app starts without internet: here is what to do.
If the app shows a synchronization or backup error when you launch it without internet, it hasn't finished initializing.
In most cases, launching it once with an internet connection is enough.
Initialize the app with internet
Connect to the internet
Turn on Wi-Fi or mobile data, then launch the app.
Wait about 5 seconds
Let the app fully initialize, without closing it.
Close and relaunch the app
After this initialization, it should work without internet.
- If it works offline after this launch, keep it running in the background to avoid the issue.
Warning. Do not force close the app during startup. Interrupting the initialization can prevent it from starting correctly offline.
The app stays stuck
If it stays on a screen asking you to synchronize or make a local backup, and you can't reach your shop without internet, it may be a configuration issue with your account that needs technical help.
Contact support
Write to us through the chat or by email at contact@tunder.co, and describe the screen you see.
- If you can open the app, first download a copy of your data (Settings, “My account”, “Download my data”).
Frequently asked questions
Why does the app need internet at first launch?
How long should I wait at first launch?
Did I lose my data if this error shows?
See also
- How to restore your backup data in your accountGet your data back by signing in to your account, after a reinstall or when data is missing.
- Troubleshooting synchronization issues between multiple devicesDevices not syncing? What to check, in order, to see your sales everywhere.
- How to download a copy of your dataDownload a full copy of your data (.zip), recommended before changing device.