1. HappyCo
  2. Due Diligence, LFAs, and Reporting
  3. DD Mobile App
Tasha Cobb
Updated

DD Mobile App: Troubleshooting Guide

Tasha Cobb
Updated

If your walk team is running into issues with the Due Diligence Inspections (Happy DD) mobile app, this article covers the most common problems and how to resolve them — from access issues and login errors through sync problems, missing data, and more.

What This Article Covers

  • Quick self-check steps to try first
  • Common issues organized by symptom (including detailed login troubleshooting)
  • Contact information for the Due Diligence support team

Quick Self-Check Steps

Before diving into specific troubleshooting, try these general steps — they resolve a surprising number of issues:

  1. Confirm you're using the correct app. Due Diligence walks require the Due Diligence Inspections (Happy DD) mobile app. It's a standalone app — you won't find your walks in any other HappyCo product like the Maintenance app or the Inspections app.
    • App name in the store: Due Diligence Inspections
    • App name on your homescreen: Happy DD
    • Icon: white background with a yellow/orange diagonal arrow pointing to the upper right
    • Publisher: HappyCo Inc.
  2. Update the app. Make sure you're running the latest version from the App Store or Google Play Store.
  3. Restart the app and try again.
  4. Restart your device. A full power-off and power-back-on resolves many transient issues.
  5. Check your internet connection. If you're relying on Wi-Fi or cellular for sync, verify you have a strong signal.

If the quick checks don't resolve the issue, find the specific symptom below and follow the guidance from there.

Common Issues by Symptom

I don't have access to the app / can't sign in at all

If you've never been able to log in to the app, or you're getting errors that suggest your account isn't recognized, the most common cause is that you haven't been added to the Due Diligence account yet, or you don't have access to the property you're trying to work on.

  • If you're not an Admin: Reach out to your organization's Account Admin — they'll need to add you to the account and grant you property access. HappyCo Support can't add users on your behalf.
  • If you're an Admin, see Due Diligence: Adding Users & Managing Property Access for step-by-step instructions on adding users and configuring their property access.

I forgot my password

Use the Forgot Password link on the login screen to trigger a self-serve password reset. The reset email will be sent to the address on file for your account.

If the reset email doesn't arrive (check your spam folder first!), or you're hitting other issues with the reset flow, contact us — a Due Diligence Support agent can manually reset your password for you.

I have credentials, but I still can't log in

Even with a valid account and correct credentials, login can fail for a few technical reasons. If the Quick Self-Check Steps at the top of this article didn't resolve it, work through the following:

A few more general checks:

  • Confirm your device's date and time are accurate. Inaccurate device time can interfere with secure logins. Set your phone or tablet to update date and time automatically.
  • Try logging in on the web at manage.happyco.com. If web login works, the issue is specific to the mobile app — continue to the iOS-specific steps below (if you're on iPhone or iPad). If web login also fails, the issue is likely at the account level — contact us.

iOS-specific troubleshooting (iPhone and iPad):

The Due Diligence mobile app login uses Safari's engine on iOS — meaning your iPhone or iPad's Safari settings can affect the app's login process, even if you don't actively use Safari as your browser. This is a common cause of the following symptom:

  • You enter your email and password and tap Sign In
  • The app returns you to the login screen with no error message
  • No matter how many times you retry, the loop continues

If that matches what you're seeing, check the three Safari settings below:

1. Safari Cookie Settings

Go to Settings > Apps > Safari (or Settings > Safari on older iOS versions) and:

  • Make sure Block All Cookies is disabled.
  • Make sure the JavaScript toggle is enabled (under Advanced if you don't see it directly).

2. Cross-Site Tracking

In the same Settings > Apps > Safari menu, look for Prevent Cross-Site Tracking. If it's on, try toggling it off temporarily and re-attempting login.

3. Screen Time Restrictions

Go to Settings > Screen Time > Content & Privacy Restrictions and check whether content restrictions are enabled. If so, they may be blocking the login process. Disabling them temporarily — or making sure HappyCo is allowed under any web content restrictions — usually resolves it.

Once you've adjusted the settings, force-close the Due Diligence Inspections app and try logging in again.

If none of these resolve it, contact us — see When to Contact Support below for what to include so we can dig in quickly.

The app is slow, laggy, or unresponsive

Performance issues are usually connectivity-related — the app trying to sync over a weak or spotty signal can make it feel sluggish.

  • If you have connectivity, wait for any in-progress sync to complete (look for the sync progress bar at the bottom of the screen).
  • If your signal is poor, try switching to Airplane Mode and turning off Wi-Fi separately — working intentionally offline is often smoother than working over a weak signal. See DD Mobile App: Using the Mobile App with Limited or No Connectivity for details.
  • If lag persists in good conditions, force-close and reopen the app. If it still lags, restart your device.

Photos aren't saving or uploading

  • Take photos in strong connectivity conditions when possible — poor signal is the most common cause of photo sync issues.
  • Wait for the sync progress bar to complete before closing the app or moving out of range.
  • If a photo appears stuck, try force-closing and reopening the app, then reconnecting to Wi-Fi.
  • Do NOT uninstall the app if you have unsynced photos — uninstalling permanently deletes any unsynced data. Contact us for help instead.

My unit count in the app doesn't match what I expected

The default view on the Unit Inspections screen shows only inspections in Ready to Start status. If your unit count looks off:

  • Tap the filter icon in the top-right corner and adjust the filter to see other statuses (Complete, Draft, No Entry, etc.).
  • Remember that filters reset to the default when you log out and log back in.

If units are still missing after adjusting filters, contact us — we can check whether the setup is complete on our end.

I'm seeing duplicate inspections for a unit

Duplicates typically happen when an inspector starts a new inspection instead of opening the existing Scheduled one. 

See Due Diligence: How to Identify and Remove Duplicate Unit Inspections for how to spot, evaluate, and safely remove duplicates. 

A unit can't be inspected (locked out, refused access, etc.)

Use the No Entry workflow — it's built into the app and handles reporting automatically without requiring the inspector to fill out any inspection items. 

See DD Mobile App: No Entry Workflow.

A unit's layout doesn't match the template (extra bedroom, missing bathroom, etc.)

Administrators can add or duplicate sections directly in the mobile app during the inspection to match the actual unit layout. 

See DD Mobile App: How to Duplicate and Remove Sections.

Ratings aren't saving, or the bulk-rating pop-up isn't appearing

  • Confirm you're using the latest version of the app.
  • For bulk rating specifically, tap and hold on a rating value (like Good) — not on the item name.
  • See DD Mobile App: Applying Rating Values in Bulk for the full walkthrough.

Data isn't syncing after I reconnect

  • Give the sync progress bar time to complete — larger data sets (especially photos) take longer.
  • Make sure your signal is strong and stable — spotty connections can interrupt sync mid-upload.
  • If sync is still stuck or you're seeing errors, contact us right away. Do not uninstall the app — that will permanently delete any unsynced data.

When to Contact Support

If the guidance above hasn't resolved the issue, reach out to the Due Diligence team. To help us troubleshoot quickly, include the following in your ticket:

  • A description of the issue and the exact error message (screenshots help)
  • Which user is experiencing it
  • Device type (iPhone / iPad / Android) and OS version
  • Whether the issue is happening on one device or multiple
  • Whether you're on the latest version of the app
  • Whether you're able to log in on the web at manage.happyco.com (useful for login-related issues)
  • What you've already tried from this article

Uploading App Logs

For sync or performance issues, uploading logs from the app can help our team diagnose the problem faster:

  1. Tap the Profile icon in the app.
  2. Select Upload Logs.
  3. Email dd@happy.co with:
    • A description of the issue
    • The user experiencing it
    • Confirmation that logs were uploaded and the approximate time

⚠️ Do not uninstall the app if you have unsynced data. Uninstalling permanently deletes any inspection data that hasn't synced to the cloud, and it cannot be recovered. Only uninstall the app when directed to do so by HappyCo Due Diligence Support.

Get the App

If you or a team member still needs to download the app:

Related Articles

Need Help?

The Due Diligence team is happy to assist:

Hours of operation: M–F, 7 AM – 5 PM PST

Further Reading

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