Lesson 13 of 13
Troubleshooting and FAQ
Fixes for the problems people hit most, on the phone and the web.
4 min read
Find the message or problem you're seeing, then follow the fix. If it doesn't help, email support@clearbox.com or open Support in the dashboard and click Create New Ticket.
On the phone
| Problem or message | Fix |
|---|---|
| LiDAR Device Required | This iPhone has no LiDAR sensor. Use an iPhone 12 Pro or newer Pro model, or an iPad Pro from 2020 or later. |
| Camera Access Required or Location Access Required | Open the iPhone Settings app, tap BoxLi, and turn on Camera, Microphone and Location. |
| The SMS code never arrives | Wait 60 seconds and tap Send again. Check the number and country code. You can also tap Continue with email. |
| Different Property Detected | BoxLi thinks you've left the property. Go back to the same property before adding another level. |
| Scan paused | You left the app mid-scan. Reopen BoxLi and tap Resume. |
| Return to the last scanned area | Tracking was lost. Walk back to where scanning stopped and move slowly until it recognises the room. |
| Hold still or Stop moving until this clears | Stop and hold the phone steady until the message goes away. |
| Point at furniture or corners, not bare walls | The phone can't see enough detail. Aim at corners, furniture or doorways. |
| Level scan needs attention / Dashboard hidden | The outer walls didn't close. Use Edit Level Manually to close them, or Delete & Restart. |
| A room is missing from the plan | Add it on the dashboard with the Room tool, or rescan the level. LiDAR leaves a gap where the room was, so it's usually easy to draw. |
| Rooms have the wrong name | Open the level, tap Manage Rooms & Labels, and move or change the labels. |
| You're out of scan credits | Buy a credit on Billing at clearbox.com, or tap Use Floor Plan instead (free). |
| Sync paused. Photos are only on this phone. | Tap Resume on My Properties. Don't delete the app until everything has synced. |
| Sync pending | Open the property's sync status and tap Force sync. |
| A property I scanned isn't on this phone | Scans stay with the account that captured them. Sign in as that account. |
On the dashboard
| Problem or message | Fix |
|---|---|
| My scans aren't in BoxLi Scans | Sign in with the same account as the app. If they're still missing, click Connect your phone and enter the number you use in BoxLi. |
| Floor plan not available yet | The level hasn't finished syncing from the phone. Open the property in BoxLi and check its sync status. |
| Download is greyed out | No floor plan has synced yet. Once it has, click Generate Floor Plan on the Floor Plan tab. |
| My download doesn't show my edits | Downloads use the last generated plan. Click Save changes, then Update Floor Plan, then download again. |
| UAD 3.6 is locked for this property | The owner clicks Use 1 of your N credits or Unlock for $20. Only the owner can unlock it. |
| I paid but the credit hasn't arrived | Card payments take a minute or two; bank payments can take a few business days. Don't pay twice. Click Check again, and check Transaction History on Billing. |
| The Report tab is locked | The scan is set to Floor Plan. Switch Report type to UAD 3.6. |
| The floor plan is locked | Someone clicked Lock. Click it again and give a reason to unlock. |
| I can't see Team, Recruit or Profile | These depend on your account type (company or field vendor) and what's switched on for your account. |
Account and billing
| Question | Answer |
|---|---|
| How do I reset my password? | In the app, tap Forgot Password? on the email sign-in screen. On the dashboard, go to Security. Passwords need at least 10 characters. |
| How do I cancel Clearbox Pro? | On Billing, click Cancel at period end. You keep access until the date shown. |
| Can I get a refund? | Prepaid time isn't refunded, including unused days. If you think you were charged by mistake, email support@clearbox.com with your receipt. |
| Where are my invoices? | Every purchase is listed in Transaction History on Billing. There's no separate invoices page. |
| Does BoxLi work offline? | Yes. Scans are processed on the phone and upload when you're back online. |
| Do I have to measure the outside? | No. BoxLi scans the inside and adds your wall thickness to work out the outside dimensions. Neither ANSI Z765 nor the GSEs require exterior measuring. |
| Does BoxLi decide what counts as GLA? | No. BoxLi measures; you decide what's finished, above grade, and counted. |
Still stuck? Email support@clearbox.com.