General FAQ

Any “subscription limit reached” error is due to your Velappity subscription settings.

For example, if your Velappity license has expired, you will receive this message when trying to take any action on the site, and you should contact Pulsion to extend your subscription.

If you have bought an asset bundle of 500 assets and try to add a 501st asset, you will receive this message, and should contact Pulsion to purchase more assets. This also applies to number of users and number of forms.

You may experience this error if there is a problem with the naming of the file when generating the document. The file name is made up of the Job Code, Template Name, Site Name etc. to produce a final file name.

Therefore, any strange characters in the Job Code, Template Name, Site Name etc. associated with the job may cause the error when constructing the file name. Check that these are free of unrecognised characters, and the document should generate correctly.

To prevent this from occurring in the first place, avoid entering any characters such as ‘TAB’ and ‘.’ when setting up Sites. This will allow the file names to be constructed properly, and documents to be generated successfully.

Some common problems with CSV bulk upload:

• Use correct siteReference. This can be found by looking up the relevant site and using the ‘external reference’.
• Use correct assetTypeReference. This can be found by looking up the relevant asset type and using the reference there.
• Make sure that files being uploaded are CSVs and not xlsx files. To convert from a xlsx file to a CSV file, first make sure the excel file only has one page, then click ‘save as’ and select the file extension as comma separated values (CSV).
• Make sure that your file name does not contain special characters like ‘&’ and ‘+’.

In order to create a job in Velappity you must first create a form and publish it. If there are only unpublished forms, then you will be unable to create a job. For information on publishing forms please read the article on Form Creation. 

If you delete a user on Velappity all of their previously completed jobs will still be available to view and export on the website. 

Jobs in Velappity are synced to a device rather than to an account. This means that if you add a job to one device it will not appear on another device even if you log in with the same user. We do not recommend using multiple devices per user as this can cause data to be lost on the first device. 

If the auto sync feature on an android device is turned off this can interfere with our manual sync process and cause the sync process to stop at ‘waiting for network’. To fix this you should check the auto sync feature on your device is turned on.

The setting can generally be found by following these steps.

1. Open the settings app
2. Open the accounts section
3. Press the three dots in the top right-hand corner of the screen.
4. If the option reads “Turn on auto sync” then select it.

Please note this may be different on certain devices.

• Velappity Web App
• Velappity Client Portal
• Velappity on Itunes
• Velappity on Play Store