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Frequently Asked Questions

Find answers to the most common questions about using the Auction Excellence mobile app.

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Account & Access

Currently, password resets must be done through your administrator. Contact your administrator or email support@auctionexcellence.com to request a password reset.What to include in your request:
  • Your registered email address
  • Your name
  • Your organization/auction name
A self-service password reset feature is planned for a future update. Check back for updates or ask your administrator about availability.
You only see locations that your administrator has assigned to you. This is by design to keep the app focused on your work areas.If you need access to additional locations:
  1. Contact your administrator or team lead
  2. Request access to the specific location(s) you need
  3. Once they update your assignments, sign out and sign back in
  4. The new locations should appear in your dropdowns
If you recently received new assignments and don’t see them, try pulling down to refresh or signing out and back in.
To view and update your profile:
  1. Tap the Profile tab in the bottom navigation
  2. View your current information including:
    • Name and email
    • Assigned locations
    • Account settings
  3. Tap Change Password to update your password
  4. Adjust notification preferences in the settings section
Some profile information (like your email or assigned locations) can only be changed by an administrator.
If your administrator removes you from an auction:
  • You’ll lose access to that auction’s data immediately
  • Any pending submissions will fail to upload
  • You’ll be signed out and unable to sign back in with those credentials
  • Historical data you submitted remains in the system for record-keeping
If you believe this was a mistake:
  1. Contact your administrator directly
  2. Or email support@auctionexcellence.com
If you’re removed from all auctions, you won’t be able to use the app until an administrator adds you back.
Yes, you can use your account on multiple devices. However:
  • You’ll need to sign in on each device
  • Sessions are active on all devices simultaneously
  • Push notifications are sent to all devices where you’re signed in
  • Signing out on one device doesn’t affect other devices
If you get a new phone, simply download the app and sign in with your existing credentials.
To sign out:
  1. Tap the Profile tab in the bottom navigation
  2. Scroll to the bottom of the profile screen
  3. Tap Sign Out
  4. Confirm when prompted
You’ll be returned to the sign-in screen and can sign in with the same or different credentials.

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Lot Submissions

No, submissions cannot be edited after they’re sent. This ensures data integrity and provides an accurate audit trail.If you made an error:
  1. Submit a new count with the correct numbers
  2. The new submission will be timestamped appropriately
  3. Communicate with your team about the correction if it’s significant
  4. Administrators can see all submissions and will use the most recent data
Always double-check your counts before tapping Submit. Review the Total Cars bar and each entry before submitting.
If you realize you submitted an incorrect count:
  1. Submit a new count immediately with the correct numbers
  2. The new submission will have a later timestamp
  3. Administrators and reports will show both submissions
  4. Contact your administrator if you need help reconciling the data
For major discrepancies:
  • Let your team lead or administrator know
  • They can note the correction in reports or analytics
  • The audit trail helps explain any data anomalies
Photo upload issues are usually caused by connectivity or permissions:Quick fixes:
  1. Check your internet connection (Wi-Fi or cellular)
  2. Wait a few moments and try again
  3. Try taking a new photo instead of the original
  4. Check camera and photo library permissions in device settings
If uploads consistently fail:
  1. Move to an area with better signal
  2. Connect to Wi-Fi if available
  3. Reduce photo quality in your camera settings
  4. Submit without the photo and communicate with your team
See the Camera Issues section below for more detailed troubleshooting.
You can view your complete submission history in the app:
  • Submissions are listed in reverse chronological order (newest first)
  • Scroll down and tap “Load more” to see older submissions
  • There’s no time limit on how far back you can go
  • The app loads 20 submissions at a time for performance
Administrators have access to all team submissions through the admin dashboard with additional filtering and export options.
Submission types categorize the vehicles you’re counting. Common types include:
TypeDescription
Waiting on Stock inVehicles not yet logged into inventory
Waiting on CRVehicles awaiting Condition Reports
Ready for SaleFully processed vehicles available for auction
SoldSold vehicles awaiting pickup
Your administrator configures which types are available at each location. Different locations may have different types based on their operations.
If no submission types appear after selecting a location:
  1. Check your internet connection and try refreshing
  2. Select a different location then switch back
  3. Sign out and sign back in to refresh your data
If the problem persists, contact your administrator — the location may not have any submission types configured yet.

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Quality Inspections

If the VIN barcode won’t scan, try these steps:Improve scanning conditions:
  1. Clean the barcode surface with a soft cloth
  2. Move to a better-lit area (avoid shadows and glare)
  3. Hold your phone 6-12 inches from the barcode
  4. Keep the phone parallel to the barcode surface
  5. Try scanning a barcode from a different location on the vehicle
Alternative locations for VIN barcodes:
  • Dashboard (driver’s side, visible through windshield)
  • Driver’s door jamb
  • Engine compartment
Use manual entry as a fallback:
  1. Tap Enter Manually at the bottom of the scanner
  2. Type the 17-character VIN carefully
  3. Tap Submit
VINs cannot contain the letters I, O, or Q. If you see these characters, they’re likely numbers (1, 0, 9).
No, you cannot edit an inspection after submission. Inspections are immutable to maintain data integrity.If you forgot to record a defect:
  1. Perform a new inspection on the same vehicle
  2. The new inspection will capture any defects you missed
  3. Both inspections will appear in the history
  4. Administrators can see all inspections for a given VIN
Use the mental checklist in the Quality Inspections guide to ensure you don’t miss any areas during your inspection.
Choose the category that best describes where or what the defect is:Interior categories:
  • Stains on seats — Any discoloration on seat surfaces
  • Dashboard not cleaned — Dust, fingerprints, residue on dashboard
  • Windows not clean — Smudges, streaks on glass
  • Interior — General interior issues not covered elsewhere
Exterior categories:
  • Exterior wash — Vehicle needs washing or has wash issues
  • Wax/Polish — Paint surface needs attention
  • Dressing wheels — Tires or wheels need cleaning/dressing
Use “Other” when:
  • The defect doesn’t fit any specific category
  • You find unusual conditions
  • You need to note something special
When in doubt, select the closest category and add detailed notes. Notes are crucial for explaining the specific issue.
FeatureQuality InspectionsRock Reports
PurposeDocument vehicle conditionsSolve systemic issues
FocusCurrent state of one vehicleRoot cause and prevention
ScopeIndividual vehicleProcess or area-wide
TimelineImmediate documentationDays to weeks to resolve
Use Quality Inspections for:
  • Documenting individual vehicle defects
  • Pre-sale condition checks
  • Post-detail quality verification
Use Rock Reports for:
  • Recurring issues affecting multiple vehicles
  • Process breakdowns
  • Systemic problems that need root cause analysis

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Rock Reports

Rock reports are visible to:
  • You — The creator can always see reports they created
  • Assignee — The person assigned to resolve the problem
  • Administrators — All admins can view and manage rock reports
  • Team members at your location — Depending on your organization’s settings
Rock reports are designed for transparency. The goal is to solve problems collaboratively, so visibility helps the team stay informed.
If you’re the creator or assignee:
  1. Open the rock report details
  2. Look for the assignment section
  3. Select a new assignee from the team list
If you don’t have permission:
  • Contact the current assignee or administrator
  • Add a comment explaining who should take over
  • They can reassign the rock
When reassigning, add a note explaining why. This helps the new owner understand the context.
To close a rock report:
  1. Open the rock details by tapping on it in the list
  2. Verify all actions are complete — Make sure countermeasures are done
  3. Tap the Status button and change to Closed
  4. Confirm the status change
Before closing, ensure:
  • All action items are marked complete
  • The root cause has been addressed
  • You’ve verified the problem hasn’t recurred
  • Any verification period has passed
Only close a problem when you’re confident it’s truly resolved. Problems can be reopened if they resurface.
You must add 2-5 potential causes for each rock report.Why 2-5?
  • Minimum 2: Ensures you’ve considered alternatives, not jumped to conclusions
  • Maximum 5: Keeps focus on the most likely causes
If you can only think of one:
  • Ask yourself “What else could cause this?”
  • Consider different categories: people, process, equipment, environment
  • Consult with teammates who may have insights
If you have more than 5:
  • Focus on the most probable causes
  • Combine related causes if appropriate
  • Note additional causes in the Facts section

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Chat

To mute notifications for a channel:
  1. Open the channel you want to mute
  2. Tap the settings icon (gear) in the top navigation
  3. Under NOTIFICATIONS, select None (muted)
  4. The setting saves automatically
When muted:
  • You won’t receive push notifications from this channel
  • Messages still appear when you open the channel
  • The unread badge still shows unread count
  • You’ll still be notified if someone @mentions you (unless you set to “None”)
Consider “Mentions only” instead of full mute. You’ll still get notified when someone needs your specific attention.
Yes, you can delete your own messages:
  1. Long-press on the message you want to delete
  2. Tap Delete from the context menu
  3. Confirm in the dialog
What happens:
  • The message content is removed
  • “This message was deleted” appears in its place
  • Other users can see that a message was deleted
  • The deletion cannot be undone
You can only delete your own messages. Administrators may have additional deletion capabilities.
If you’re not receiving chat notifications, check these settings:1. Device notification settings:
  • Go to Settings > Auction Excellence > Notifications
  • Ensure notifications are enabled
  • Check that sounds and banners are enabled
2. In-app channel settings:
  • Open the channel’s settings (gear icon)
  • Check that notifications aren’t set to “None”
  • Try “All messages” to ensure you receive everything
3. Do Not Disturb:
  • Check if your device has Do Not Disturb enabled
  • Verify your Focus mode allows Auction Excellence notifications
4. Background app refresh:
  • Go to Settings > Auction Excellence
  • Enable Background App Refresh
If nothing works:
  • Sign out and sign back in
  • Delete and reinstall the app
  • Contact support if the issue persists
To search for messages:
  1. Open the Chat tab and view the channel list
  2. Tap the search icon in the navigation bar
  3. Type at least 2 characters to begin searching
  4. Browse results grouped by channel
  5. Tap a result to navigate to that channel
Search tips:
  • Use specific keywords from the message
  • Search is case-insensitive
  • Results show matching text highlighted
  • Very recent messages may take a moment to become searchable
To reply in a thread:
  1. Long-press on the message you want to reply to
  2. Tap Reply from the context menu
  3. Type your reply in the thread view
  4. Tap Send
Your reply appears in the thread below the original message. The main channel shows “X replies” below the original message.
Use threads for side discussions to keep the main channel organized. Others can tap the reply indicator to view the full thread.
To add an emoji reaction:
  1. Long-press on any message
  2. Tap Add Reaction from the context menu
  3. Select an emoji from the picker
  4. The reaction appears below the message
Managing reactions:
  • Tap a reaction chip to add the same reaction
  • Tap a reaction you’ve added to remove it
  • Your reactions show with a blue border
  • Long-press a reaction to see who reacted

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Troubleshooting

Step-by-step solutions for common technical issues.

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Camera Issues

If you see “Camera access denied” or the camera won’t open:
1

Open Device Settings

Go to your device’s Settings app.
2

Find Auction Excellence

Scroll down and tap Auction Excellence.
3

Enable Camera Access

Find Camera and toggle it ON.
4

Restart the App

Force close and reopen Auction Excellence.
If the toggle is already on:
  1. Toggle it off, wait 5 seconds, toggle back on
  2. Restart your device
  3. Try again
The app needs camera access for VIN scanning, photo capture for submissions, and sending images in chat.
If the camera shows a black screen:Quick fixes:
  1. Force close other apps that might be using the camera
  2. Force close Auction Excellence and reopen it
  3. Restart your device
Check for hardware issues:
  1. Open your device’s native Camera app
  2. If the native camera also shows black screen, it’s a hardware issue
  3. Contact Apple Support if the device camera isn’t working
Check permissions:
  1. Verify camera permission is enabled (see above)
  2. Check if any accessibility settings are affecting the camera
If the issue persists only in Auction Excellence, try deleting and reinstalling the app.
If photos aren’t being saved or attached:Check photo library permissions:
  1. Go to Settings > Auction Excellence > Photos
  2. Select All Photos or Selected Photos
  3. Restart the app
Check device storage:
  1. Go to Settings > General > iPhone Storage
  2. Ensure you have at least 500MB free
  3. Delete unused apps or photos if needed
Try alternative methods:
  • Take a photo instead of choosing from library (or vice versa)
  • Submit without the photo and note it in your submission
If you’re low on storage, the app may be unable to process photos. Free up space and try again.
If captured photos are blurry:When taking photos:
  • Hold your phone steady for 1-2 seconds
  • Tap the screen to focus before capturing
  • Ensure adequate lighting
  • Clean your camera lens
For lot photos:
  • Step back for wider shots
  • Avoid taking photos while walking
  • Use two hands to stabilize your phone
For VIN barcodes:
  • Hold 6-12 inches from the barcode
  • Wait for the camera to focus before the scan registers

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Network Issues

If you see network error messages:
1

Check Your Connection

  • Look for Wi-Fi or cellular signal indicators
  • Try opening a website in Safari to verify connectivity
  • Toggle Airplane Mode on and off
2

Switch Networks

  • If on Wi-Fi, try switching to cellular (or vice versa)
  • Move to an area with better signal
  • Connect to a different Wi-Fi network if available
3

Wait and Retry

  • Network issues are often temporary
  • Wait 30 seconds and try your action again
  • The app preserves your data, so you won’t lose work
4

Restart if Needed

  • Force close and reopen the app
  • If issues persist, restart your device
The app queues certain actions when offline, but most features require an active connection.
If a submission seems stuck:Check status:
  • Is there a progress indicator showing?
  • Did you see a success or error message?
If still uploading:
  1. Wait for it to complete (photos can take longer)
  2. Don’t navigate away or close the app
  3. Check your internet connection
If it failed:
  1. Check your internet connection
  2. Try submitting again (your data should still be in the form)
  3. If photos are the issue, try without photos first
Verify submission:
  1. Check your submission history
  2. If it appears there, it was successful
  3. Pull down to refresh the history list
Don’t repeatedly tap Submit if it’s still processing. This may create duplicate submissions.
If chat messages or other real-time updates aren’t appearing:Quick fixes:
  1. Pull down to refresh the current screen
  2. Navigate away and back to the screen
  3. Check your internet connection
For chat specifically:
  • Messages should appear within 1-2 seconds
  • The typing indicator may not show for very brief typing
  • Reactions sync in real-time when connected
If issues persist:
  1. Force close and reopen the app
  2. Sign out and sign back in
  3. Verify you have a stable internet connection
Real-time features require a constant connection. They may not work on very slow or intermittent networks.

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Login Problems

If you’ve forgotten your password:Current process:
  1. Contact your administrator at your organization
  2. Or email support@auctionexcellence.com
  3. Include your email address and organization name
  4. An administrator will reset your password
Once you receive a new password:
  1. Sign in with the temporary password
  2. Go to Profile > Change Password
  3. Set a new, secure password
A self-service “Forgot Password” feature is planned for a future update.
Your account may be locked due to:
  • Too many failed login attempts — Wait 15-30 minutes and try again
  • Administrator action — Contact your administrator
  • Security concerns — Contact support
To resolve:
  1. Wait 15-30 minutes if you’ve had multiple failed attempts
  2. Try signing in with the correct credentials
  3. If still locked, contact your administrator
  4. Or email support@auctionexcellence.com
Never share your password. If you suspect your account has been compromised, contact your administrator immediately.
If you see “Invalid credentials” or “Incorrect email/password”:Double-check your entries:
  1. Verify your email address is spelled correctly
  2. Check for extra spaces before/after email
  3. Ensure Caps Lock is off when typing password
  4. Passwords are case-sensitive
If you’re sure credentials are correct:
  1. Request a password reset from your administrator
  2. Check if you’re using the right email (work vs. personal)
  3. Confirm your account is still active
Contact your administrator if you continue having issues. They can verify your account status and credentials.

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App Performance

If the app feels sluggish:Quick performance fixes:
  1. Force close and reopen the app
  2. Restart your device
  3. Check storage — Low storage can slow down apps
  4. Close other apps running in the background
Check your device:
  1. Ensure iOS is up to date
  2. Verify you have at least 1GB free storage
  3. Check if other apps are also slow (may be a device issue)
Check your connection:
  • Slow network = slow data loading
  • Try switching from Wi-Fi to cellular or vice versa
  • Move to an area with better signal
If the app is consistently slow, try deleting and reinstalling it. This clears cached data that may be causing issues.
If the app crashes immediately when opening:
1

Force Close and Retry

  • Swipe up from the bottom (or double-tap home button)
  • Swipe away the Auction Excellence app
  • Wait a few seconds and reopen
2

Restart Your Device

  • Hold the power button and volume button
  • Slide to power off
  • Wait 30 seconds and turn back on
  • Try opening the app
3

Check for Updates

  • Open the App Store
  • Go to your profile (top right)
  • Pull down to check for updates
  • Update Auction Excellence if available
4

Reinstall if Needed

  • Long-press the app icon and select Delete App
  • Reinstall from the App Store
  • Sign in with your credentials
If crashes persist after reinstalling, contact support@auctionexcellence.com with your device model and iOS version.
If the app is draining battery quickly:Normal causes:
  • Camera usage for VIN scanning or photos
  • Real-time chat features staying connected
  • Location services (if enabled)
Reduce battery usage:
  1. Close the app when not actively using it
  2. Mute chat channels you don’t need notifications from
  3. Use Wi-Fi instead of cellular when possible
Check battery settings:
  1. Go to Settings > Battery
  2. Find Auction Excellence in the list
  3. Review usage compared to other apps
Some battery usage is normal, especially if you use the camera frequently. Excessive usage may indicate a problem — try reinstalling the app.
If the app freezes:Immediate steps:
  1. Wait 10-15 seconds — it may be processing
  2. Try tapping different areas of the screen
  3. If nothing works, force close the app
To force close:
  • Swipe up from the bottom of your screen
  • Find Auction Excellence in the app switcher
  • Swipe up on the app to close it
  • Wait a few seconds and reopen
If freezing happens frequently:
  1. Note what you were doing when it froze
  2. Check for app updates
  3. Restart your device
  4. Reinstall the app if needed
  5. Report the issue to support with details

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Getting Help

Can’t find what you’re looking for? Here’s how to get additional support.

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Contact Support

Email Support

support@auctionexcellence.comBest for detailed questions, account issues, and non-urgent matters. We typically respond within 24 hours.

Contact Administrator

Your organization’s administrator can help with:
  • Password resets
  • Location assignments
  • Permission changes
  • Account access

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Reporting Bugs

Found something that isn’t working correctly? Help us fix it:
1

Note the Details

Before reporting, gather:
  • What you were trying to do
  • What happened instead
  • Any error messages you saw
  • Your device model and iOS version
2

Try Basic Troubleshooting

Often, these steps resolve issues:
  • Force close and reopen the app
  • Restart your device
  • Check for app updates
3

Report the Issue

If the problem persists, email support@auctionexcellence.com with:
  • Description of the issue
  • Steps to reproduce it
  • Screenshots if possible
  • Your device info (Settings > General > About)
Screenshots and screen recordings are extremely helpful for bug reports. They help us understand exactly what you’re experiencing.

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Feature Requests

Have an idea to improve the app? We’d love to hear it:
  1. Email your suggestion to support@auctionexcellence.com
  2. Include details about what you’d like and why it would help
  3. Describe your use case — How would you use this feature?
We review all feature requests and prioritize based on user needs.

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System Status

Check if there are known issues affecting the service:

Getting Started

New to the app? Start here

Lot Submissions

Track vehicle inventory

Quality Inspections

Document vehicle conditions

Rock Reports

Report and solve issues

Chat

Team communication

Profile

Account settings