OPERATIONSPRO
Something's not working.
Most of what goes wrong is on this page, and nearly all of it is about which email address somebody was invited at. Start with the three questions below. If none of them is yours, write to us — a person reads every message and replies within two business days.
Email supportsupport@vectorxpro.com · Monday to Friday
Start here
Which of these is you?
I can't get in
Invitations, codes that don't work, forgotten passwords, and “you have no invitation”.
02Something isn't working right
Photos that haven't appeared, files that won't attach, people who weren't told, maps in the wrong place.
03My account, my organization
Roles and what each may do, checking the record, deleting an account, closing an organization.
01
I can't get in
Vector is invite-only. Nobody can create an account for themselves, which is deliberate — it is how an organization stays in control of who is on its record.
I never got an invitation
It went to the exact address your administrator typed. Nine times out of ten that is a different address from the one you expected — a work one instead of a personal one, or a typo.
- Search all your mail, not just the inbox, for Vector.
- Check the other categories: Apple Mail files automated mail under Transactions, Updates or Promotions. Gmail uses Updates, Promotions and Social, and sometimes Spam.
- Still nothing? Tell your administrator which address you want it sent to, and ask them to send it again.
An invitation lasts 14 days. Each emailed link and code works once, within an hour. Sending it again cancels the earlier email's link and code, so always use the newest one — its subject line shows its code.
The button in the email didn't open the app
Use the code instead. It does exactly the same thing.
- Open Vector. On the sign-in screen, tap Have an invitation code?
- Enter the email address the invitation was sent to.
- Enter the 6-digit code from the subject line of the newest invitation email.
- Tap Continue, then choose your password.
If Vector isn't installed yet, the button opens a page on this website instead, which tells you what to do. That is expected, not a fault.
I signed in, and Vector says I have no invitation
“You have no invitation.”
You were invited at a different address from the one you signed in with. Tell your administrator — or us — which address you used, and the invitation can be re-sent to that exact one. It takes a moment.
I've forgotten my password
- On the sign-in screen, tap Forgot Password?
- Enter your email and tap Send Code.
- Type the 6-digit code from the newest email into the app. It works once, within an hour.
- If your company uses two-step verification, enter the code from your Authenticator app next.
- Choose a new password, type it again, and tap Save. You're signed in.
No link to open: it's all in the app. Step by step in the Help Center.
To change a password you still know: sign out, then do the same thing. There is no separate change-password screen, on purpose — one path is easier to keep safe than two.
02
Something isn't working right
My photos and findings haven't appeared
They are on your phone, waiting. Walks keep working with no signal — that is the point of them — and everything sends when you are back in range. Keep Vector open for a moment once you have a signal so it can finish.
If you have had a good signal with the app open for several minutes and they still have not appeared, that is worth telling us about.
A photo or document won't attach
Files can be up to 15 MB. Photos, PDFs and common office documents are accepted. A long video or a raw camera file will be over the limit.
The owner says nobody told them
With Notify the owner on, Vector emails them when the item is created. They are emailed once per assignment: editing the item later does not email them again, but giving it to somebody new does.
So if you changed the due date or added detail, no second email went out. If they still have nothing, check the address on their account — and the categories above.
Vector says the subscription has ended
“Your organization's Vector subscription has ended, so new work can't be added.”
Nothing has been lost, and nothing is locked away. Everything already recorded stays readable, and every evidence pack can still be printed. What stops is adding new work — new walks, items, notes and evidence.
An Organization Admin can restart the subscription from Settings, and new work can be added again straight away.
The pin on the map is in the wrong place
A site's map comes from its address. Fix the address with Edit Site in Settings → Sites & Areas and the map follows.
Boxes drawn on a site map belong to the picture they were drawn on, so Replace Site Map clears them all — they would be in the wrong places on a new picture.
Checking that an evidence pack is genuine
Every page of a pack says whether the organization's record checked out, how many entries were checked, and when the pack was made. An administrator can run the same check at any time in Settings → Record Check.
A submitted walk cannot be edited by anyone — including us. That is what makes a pack worth something to an outside auditor.
03
My account, my organization
Who can do what
- Organization Admin — runs the organization, its people, programs and sites.
- Site Manager — runs the sites they are given, and can invite auditors and action owners to those sites.
- Auditor — walks audits and raises items.
- Action Owner — works the items given to them.
If something you expected to see isn't there, it is usually your role, not a fault. Ask your administrator.
Deleting my account
In the app: Settings → Delete My Account. You are asked for your password first, because it cannot be undone.
Deleted: your sign-in and password, your email address, your job title, the sites you could see, and any unused invitation to your address. You cannot sign in again.
Kept: your name on the walks you led and the findings you flagged. A submitted walk cannot be edited by anyone, which is exactly what makes the record worth something. Items you still own stay with your organization, each with a note saying it needs a new owner.
If you are the only Organization Admin, make somebody else an admin first — otherwise your organization would be left with nobody able to run it. The Privacy Policy sets all of this out in full.
Closing a whole organization
Write to support@vectorxpro.com from an Organization Admin's address. We will tell you what happens to the record before anything is done.
If none of that was it
Writing to us
Six lines gets it solved on the first reply instead of the third. The button below fills them in for you.
- Your organization, so we can find you.
- The email address you were invited at — this is the answer more often than anything else on this page.
- What you were doing, and what you expected to happen.
- What happened instead. The exact words on screen, if there were any.
- The item or walk number if it is about one — something like VX-0012 or AU-0008.
- A screenshot, if you can. It usually saves an entire exchange.
There is no such thing as a question too small. If you had to ask it, so will somebody else, and we would rather fix that than have you work around it politely.
Step by step
The Help Center explains every screen
It is in the app under Settings → Help Center, searchable, and it works with no signal. The same articles are here on the web:
Print and keep
Things you can put in somebody's hand
The floor card is the one worth printing. It is the size of a postcard, folds once, and answers the two questions that come up on a plant floor.
Testing Vector rather than using it? The setup guides are on the testing page.