Troubleshooting
Something not working right?
Find solutions to any problems or issues while using EQUINET.
Find solutions to any problems or issues while using EQUINET.
Simply click on "Forgot your password?" option during sign-in. You will receive an email and be able to create a new password.
*Please note that you need to open the email on your phone or iPad/tablet for the link to reset your password to work. The link will not work if you access from a PC or Laptop.
*Please note that you need to open the email on your phone or iPad/tablet for the link to reset your password to work. The link will not work if you access from a PC or Laptop.
You can determine which version of the EQUINET App you are using by clicking on the menu. The latest version is displayed at the bottom of the menu.
Depending on whether your phone has automatic updates enabled, you may need to update to the latest version via the App stores (Apple Play or Google Playstore). You should receive a pop-up alert when there is a new update with a link to update through the App stores.
Once you are in the App store, type in EQUINET to find the App. If there is a message OPEN - this means you are on the latest version and clicking the OPEN button will take you back to the App.
If there is a message UPDATE - this means you need to update to the latest version. In this case, click the UPDATE button and once the message changes to OPEN, you click through to the App.
If you are experiencing any difficulties, please contact the Mustad Team via phone, email or through the HELP icon in the App.
Depending on whether your phone has automatic updates enabled, you may need to update to the latest version via the App stores (Apple Play or Google Playstore). You should receive a pop-up alert when there is a new update with a link to update through the App stores.
Once you are in the App store, type in EQUINET to find the App. If there is a message OPEN - this means you are on the latest version and clicking the OPEN button will take you back to the App.
If there is a message UPDATE - this means you need to update to the latest version. In this case, click the UPDATE button and once the message changes to OPEN, you click through to the App.
If you are experiencing any difficulties, please contact the Mustad Team via phone, email or through the HELP icon in the App.
There can be several reasons why you received this message but often it is because you are in a low internet area and the information you are entering is not able to sync to the cloud-based server. Please ensure that when you are back in a good internet area that you sync your app (pull the screen down). You should receive a green data sync success pop up message. If you continue to receive a red error message, please contact the EQUINET Support team.
No, you must update each device individually to ensure you are using the most recent version of the App.
Yes, it is possible to use the app offline. Please make sure when you are in a better service area that you sync your app and receive the green 'your offline data has synced'. Please be aware if you do not receive this message then the data is not saved to the cloud and may be lost if you log out of the app.
This is usually resolved by restarting the app. If this does not work, please use the "Clean Sync" option located in the app menu. This is equivalent to deleting and reinstalling the app, ensuring that any bugs from previous versions are removed and all data from the server is restored back onto the app.
If you are unable to resolve the issue, please notify us via the in-app chat option in the Dashboard or contact us via email or phone.
If you are unable to resolve the issue, please notify us via the in-app chat option in the Dashboard or contact us via email or phone.
Make sure you are connected to the internet and that the app was able to sync changes.
Although EQUINET will automatically sync with your business administration provider (such as Xero), if you have not received the invoices from the App, go to Settings > Invoicing and admin > click sync invoices. This should push the invoices through into Xero.
You should also check your app is still connected to your business administration provider – to check this go to settings > invoicing and admin and check the app is still connected.
Although EQUINET will automatically sync with your business administration provider (such as Xero), if you have not received the invoices from the App, go to Settings > Invoicing and admin > click sync invoices. This should push the invoices through into Xero.
You should also check your app is still connected to your business administration provider – to check this go to settings > invoicing and admin and check the app is still connected.
