Board.Vision Master Troubleshooting Guide

1. Login & OTP Issues

• OTP Not Received via SMS:

  • Check your mobile network connection and signal.

  • Verify with your Administrator that your mobile number is registered correctly.

  • Wait at least 1 minute before requesting a new OTP, then click Resend OTP.

  • Alternatively, select Receive OTP via Email to send the code to your inbox.

• Not Receiving Email Notifications (Activation, OTP, or System Alerts):

  • Check Spam/Junk Folder: Look for emails from Board.Vision in your Spam or Junk folder. Mark them as Not Spam to ensure future delivery to your main inbox.

  • Verify Registered Email Address: Ensure you are checking the inbox of the exact email account registered to your Board.Vision profile.

  • Check with Your IT Team: Your organisation's security filters may be blocking system emails. Request your IT team to whitelist the following email address:

    notifications@board.vision

• Password Reset:

  • Use the Forgot Password link on the login screen to receive a password reset link via email.

2. Session Timeouts

1) For iOS and Android Users: You will need to force quit the app, then open it again.   

2) For Desktop / Laptop Users: Re-enter the Board.Vision login page URL: https://app.board.vision, then log in with your credentials.

3. E-Signature & Action Button Troubleshooting

• Unable to Draw Signature:

  • Ensure touch screen input is enabled on your device.

  • Stylus pens are optional; you can draw directly using your finger.

• Missing "Approve" or "Disapprove" Button on Documents:

  • Check Document Type: Supporting Documents do not require action, so approval buttons are disabled by default. Double ensure that you are viewing the correct document for approval. Contact your Administrator to verify the document.

  • Check Network Connection: Ensure your device has an active Wi-Fi or cellular data connection, as action buttons are unavailable in offline mode.

4. Connectivity & Offline Mode

• Disabled Actions / Collaboration Buttons:

  • Ensure your device has an active Wi-Fi or cellular network connection. Offline mode disables live actions and collaboration features.

5. Clear Browser Cache

If you experience loading or login issues, clear your browser cache:

• iPad / iPhone (Safari): Settings > Safari > Clear History and Website Data.
  
• Android (Chrome): Open Chrome > 3-Dot Menu > History > Clear browsing data (All time).
  
• Desktop Chrome: Press Ctrl + Shift + Delete (Mac: Cmd + Option + E) > select Cached images/files & Cookies > Delete Data.
  
• Desktop Edge: Press Ctrl + Shift + Delete (Mac: Cmd + Option + Delete) > select Cached images/files & Cookies > Clear Now.

Need Assistance?

If you encounter any issues, please contact the Board.Vision Customer Success Team and we will be happy to assist you.

Email: support@board.vision
Hotline: +65 6909 7100

Operating Hours
Monday – Friday
9:00 AM – 6:00 PM SGT
(Excluding public holidays)