This guide fixes the most common problems with the Due Diligence Inspections (Happy DD) mobile app, from access and login errors to slow performance, sync problems and missing data.

Run the quick self-check first, then find your symptom below.

Quick self-check: try these first

  Confirm you're using the correct app

Due Diligence walks need the Due Diligence Inspections (Happy DD) mobile app. It's a standalone app. Your walks won't appear in any other HappyCo product, such as the Maintenance app or the Inspections app.

  Update the app

Install the latest version from the App Store or Google Play Store.

  Restart the app

Close the app, reopen it and try again.

  Restart your device

Power the device fully off, then back on.

  Check your internet connection

If you rely on Wi-Fi or cellular for sync, check that you have a strong signal.

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

If you have never been able to log in, or errors suggest your account isn't recognised, the usual cause is one of these:

• You haven't been added to the Due Diligence account yet
• You don't have access to the property you're working on
• Not an Admin: ask your organisation's Account Admin to add you and grant property access. HappyCo Support can't add users on your behalf.
• Admin: follow Due Diligence: Adding Users & Managing Property Access

I forgot my password

  Tap Forgot Password on the login screen

Tap the Forgot Password link to start a self-serve password reset.

  Check your inbox and spam folder

Open the reset email and follow its instructions.

  Contact support if the email doesn't arrive

If the reset email never arrives, or the reset flow fails, contact the Due Diligence team. A Due Diligence Support agent can reset your password manually.

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

If the quick self-check didn't fix it, run these checks next.

• Set your device's date and time to update automatically. Inaccurate device time can interfere with secure logins.
• Try logging in on the web at manage.happyco.com
• Web login works: the issue is in the mobile app. On iPhone or iPad, continue to the iOS steps below.
• Web login also fails: the issue is likely at the account level. Contact the Due Diligence team.

iPhone and iPad: login loops back to the sign-in screen

On iOS, the Due Diligence app login uses Safari's engine, so your Safari settings affect app login even if you never use Safari. This is a common cause of the following login loop:

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

Fix the iOS login loop: check Safari and Screen Time settings

  Allow cookies in Safari

Go to Settings > Apps > Safari (or Settings > Safari on older iOS versions). Make sure Block All Cookies is off.

  Turn on JavaScript

In the same Safari settings, make sure the JavaScript toggle is on.

  Turn off Prevent Cross-Site Tracking temporarily

In Settings > Apps > Safari, find Prevent Cross-Site Tracking. If it's on, turn it off and try logging in again.

  Check Screen Time restrictions

Go to Settings > Screen Time > Content & Privacy Restrictions. If content restrictions are on, they may block the login process.

  Force-close and log in again

Force-close the Due Diligence Inspections app and log in again.

The app is slow, laggy or unresponsive

Performance issues are usually connectivity-related: syncing over a weak or spotty signal makes the app feel sluggish.

• Good signal: wait for the sync progress bar at the bottom of the screen to finish
• Poor signal: switch on Airplane Mode and turn off Wi-Fi separately. Working offline on purpose is often smoother than a weak signal.
• Offline details: DD Mobile App: Using the Mobile App with Limited or No Connectivity
• Lag in good conditions: force-close and reopen the app, then restart your device if it persists

Photos aren't saving or uploading

• Take photos in strong connectivity when possible. Poor signal is the most common cause of photo sync issues.
• Wait for the sync progress bar to finish before closing the app or moving out of range
• Photo stuck: force-close and reopen the app, then reconnect to Wi-Fi
• Unsynced photos: do not uninstall the app. Contact the Due Diligence team instead.

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

By default, the Unit Inspections screen shows only inspections in Ready to Start status.

• Tap the filter icon in the top-right corner to show other statuses, such as Complete, Draft or No Entry
• Filters reset to the default when you log out and back in
• Units still missing after changing filters: contact the Due Diligence team to check the setup is complete

I'm seeing duplicate inspections for a unit

Duplicates usually happen when an inspector starts a new inspection instead of opening the existing Scheduled one. To spot, evaluate and safely remove duplicates, see Due Diligence: How to Identify and Remove Duplicate Unit Inspections.

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

Use the No Entry workflow in the app. It handles reporting automatically without the inspector filling out any inspection items. See DD Mobile App: No Entry Workflow.

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

Administrators can add or duplicate sections 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 on the latest version of the app
• For bulk rating, tap and hold a rating value (such as Good), not the item name
• Full walkthrough: DD Mobile App: Applying Rating Values in Bulk

Data isn't syncing after I reconnect

• Give the sync progress bar time to finish. Larger data sets, especially photos, take longer.
• Keep a strong, stable signal. Spotty connections can interrupt sync mid-upload.
• Sync still stuck or showing errors: contact the Due Diligence team right away
• Do not uninstall the app: that permanently deletes any unsynced data

When to contact support

If the guidance above hasn't fixed the issue, contact the Due Diligence team. Include the following in your ticket:

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

Upload app logs for sync or performance issues

1. Tap the Profile icon
   In the app, tap the Profile icon.
2. Select Upload Logs
   Select Upload Logs.
3. Email the Due Diligence team
   Email dd@happy.co with a description of the issue, the user affected, and confirmation that logs were uploaded with the approximate time.

     Tip

   Uploaded logs help the team diagnose sync and performance problems faster.

Frequently asked questions

Is the Happy DD app the same as the HappyCo maintenance app (HPMA)?

No. HappyCo ships two separate mobile apps. HPMA is the app technicians use on-site for inspections, work orders and make-ready; Happy DD is the pre-acquisition due-diligence mobile app.

Download Due Diligence Inspections for iOS →Download Due Diligence Inspections for Android →

  Related articles

• Due Diligence: Adding Users & Managing Property Access
• DD Mobile App: Using the Mobile App with Limited or No Connectivity
• DD Mobile App: No Entry Workflow
• DD Mobile App: How to Duplicate and Remove Sections
• DD Mobile App: Applying Rating Values in Bulk
• Due Diligence: How to Identify and Remove Duplicate Unit Inspections
• FAQ: Due Diligence Unit Walks

Contact the Due Diligence team

• Submit a Due Diligence service request
• Email dd@happy.co
• Emergency, day-of support: call 447-427-7926 x2