Frequently asked questions

Why can't I record a new check?

Almost always billing: a trial that’s ended, a payment that failed, or more sites than your current plan covers. Your existing history always stays readable and exportable regardless — only new checks are blocked. A banner in the console explains exactly which of these applies, with a link to fix it. See Subscriptions and billing.

Why didn't I get a push notification for an alert?

A few possibilities: the machine, its line, or its site is currently muted; notification permission was declined on your device; or you’re on a simulator rather than a real phone or tablet, which can’t receive push at all. None of these affect whether the check itself was recorded or the alert exists — only whether you were notified. Check the Alerts inbox directly if you suspect a notification was missed. See Push notifications on the mobile app.

A reading looks out of spec in history, but no alert ever fired — why?

History colors a check against the spec range the machine had when that check was saved, not today’s range. If you’ve tightened the spec since, older checks can show as out-of-range in hindsight without ever having triggered an alert at the time — they were in spec when they happened. See Viewing check history.

The SmartRef won't connect or read

Confirm Bluetooth is on and the instrument is powered and in range. If KeepSpec has never been granted Bluetooth permission, re-reading will prompt for it. If the connection still fails, the Brix and refractive index fields can always be typed by hand — nothing about recording a check depends on the instrument being reachable. See Reading Brix with a SmartRef refractometer.

A check I recorded offline isn't showing up for my teammate

It’s still queued on your device, marked Not sent yet, waiting for a connection — nobody else sees it until it actually syncs. It sends automatically once you’re back online; there’s nothing to trigger manually. See Working offline.

I don't see Settings, Team, or Billing

Those are Admin-only, and not just disabled for a Technician — they’re not shown at all. If you need something in one of them, ask an organization admin. See Inviting your team and assigning roles.

Does KeepSpec work with no signal at all?

Recording a check and browsing recently-viewed sites, lines, machines, and history all work fully offline. Signing in for the first time, loading older history beyond what’s cached, CSV export, and billing all need a connection. See Working offline.

Still stuck?

Contact support — include your organization name and what you were trying to do, and we’ll get back to you within one business day.