Overview
If check-ins are not appearing on your dashboard, or your iPad is not syncing, this is usually due to a connectivity issue between the device and your dashboard.
This can affect:
Visitors
Staff
Residents (Care)
Students (Education)
In most cases, this is caused by:
The device being offline
Network restrictions (common in schools)
The device needing a refresh
Follow the steps below to identify and resolve the issue.
Device Showing as Offline
If your iPad appears as offline, it is not currently connected and will not sync data.
See: Viewing Device Status and Diagnostics for more details on device status.
1. Check the iPad is connected to the Internet
Custr Check-In can work offline, but check-ins will only appear on the dashboard once the device reconnects.
On your iPad:
Ensure the device is connected to Wi-Fi or mobile data
Try opening a website (e.g. bbc.co.uk/news)
If the page does not load, the issue is with the device’s internet connection, not Custr
2. Check for Network Restrictions (Important for Schools)
Some networks (especially in schools) may block parts of the app, preventing data from syncing.
If your iPad is connected, but check-ins are not appearing:
Check with your IT team that the required connections are not blocked
Ensure the device is allowed to communicate externally
IT Network Requirements (Optional)
If your organisation uses a managed network, your IT team may need to allow access to the following:
Domains
custr.comereceptionbook.compusher.comcdn.ereceptionbook.comcdn-reception.ams3.digitaloceanspaces.com
Ports
443 (HTTPS)
80 (HTTP)
IP Address
178.62.11.83
Important Notes
These settings allow the Custr app to sync data between the device and the dashboard
If these are blocked, check-ins may not appear on the dashboard
Network restrictions are a common cause of syncing issues in school environments
Need Help?
If your IT team requires further information, please contact:
3. Refresh the Device Connection
Sometimes the device may be connected but needs a refresh.
On the iPad:
Close and reopen the Custr app
Or restart the device
On the dashboard:
Go to Configuration → Devices
Click Refresh on the device
4. Check the Device is Linked Correctly
Ensure the iPad is properly connected to your dashboard.
Go to Configuration → Devices
Confirm the device is listed
Check it shows as online
If the device is not listed, it may need to be reconnected.
5. Verify Permissions and Access
In some cases, data may not appear due to user permissions.
Check:
You are logged in with the correct account
Your role has access to view check-in data
You are viewing the correct site (if using multiple sites)
6. Check Dashboard Filters
Sometimes check-ins are present but not visible due to filters.
On the dashboard:
Check the date range
Confirm you are viewing the correct site/location
Review any active filters
7. Force a Manual Sync
If the device is online but data is not appearing:
Restart the iPad
Reopen the Custr app
Ensure the device reconnects
This will trigger the system to upload any stored check-ins.
8. Still Not Working?
If:
The device is online
You can access websites
Network restrictions have been checked
The device is linked correctly
Check-ins are still not appearing
Please contact our support team:
Include:
Your site name
Device details
Approximate time of the missing check-ins
Important Notes
Check-ins completed offline will sync once the device reconnects
Network restrictions are a common cause of issues in school environments
Restarting the app often resolves temporary syncing issues