If you’ve logged into your 3MotionAI account and are seeing unexpected behaviour — such as validation errors, server errors, pages not loading, or reports failing to display — this guide will walk you through basic troubleshooting steps.
Most issues can be resolved quickly with the steps below.
Step 1: Refresh the Page or Restart the App
Temporary system or browser glitches can cause display issues.
On the portal: Refresh your browser
On the app: Fully close the app and reopen it
Step 2: Check Your Internet Connection
Unstable internet is one of the most common causes of loading errors.
Confirm you are connected to Wi-Fi or cellular data
If on a workplace network, ensure firewalls or VPNs are not restricting access
Step 3: Clear Cache or Try a Different Browser (Portal Users)
If using the web portal:
Open the platform in an incognito/private window
Clear your browser’s cache and cookies
Try a different browser (Chrome is recommended)
Ensure your browser is updated to the latest version
Step 4: Update the App (App Users)
If using the mobile app:
Check the Apple App Store for updates
Install the latest version (if available)
Step 5: Check for Required Fields or Formatting Issues
If you’re seeing a validation error, double-check:
All required fields are completed
Email addresses are properly formatted
No extra spaces or unsupported characters are included
File uploads meet size or format requirements
Step 6: Log Out and Back In
Session timeouts can sometimes cause errors.
Log out of your account
Close your browser or app completely
Log back in and try again
When to Contact Support
If the issue persists after completing the steps above, please contact our support team. To help us resolve the issue quickly, include:
A description of what you were trying to do
The exact error message shown (if any)
A screenshot or screen recording
Whether you are using the app or web portal
Your device type and browser (if using the portal)
Contact Support: [email protected]
Providing detailed information allows us to investigate and resolve your issue faster.