Most problems have a short fix. This guide starts with the ones people hit most, then covers the rest by area. Each section tells you what you're likely seeing, what to try first, and when to stop and send us the details.
Three quick checks solve more problems than any other steps.
Sign-in problems, including the password reset, which changed in October 2026.
Your sign-in is kept per browser tab, so a new tab or a closed window may need you to sign in again. Your records on the device are not lost. Sign in again, and they'll sync back. On a shared computer, sign out when you finish.
Older reset emails contained a link only, and on some phones it didn't carry you back into the app. Use the code in the email instead, which works in the app itself. If you have an old link, request a new code.
What to do when the app looks wrong, or doesn't load properly.
An installed copy of the app keeps a local copy of itself, so it can take a moment to pick up a new version.
This has happened occasionally on first load, most often right after an update. Reload the page once. If it comes back blank again, close the app, reopen it, and check your connection. If it persists, send us the details in section 9.
Give it up to 10 seconds. If nothing changes, reload. A spinner that doesn't clear usually means the connection dropped during the first load.
Why a record might not be where you expect, and how sync works.
The app matches records on their content. Two identical copies usually mean a sync ran twice. Compare the dates and scans, and delete the extra one. Don't delete both.
Sign in on the other phone with the same account. Records sync down from your account. If they still don't appear, check that the phone is online, then sign out and back in. If that fails, restore from the backup file you exported.
Go to Settings, choose Restore, and pick the file. Records already on the phone are merged, not duplicated. If the restore reports a problem, keep the file and send it to us.
Deleting your account removes your records from Mariner's Desk. Rest-hours records and sea-service sign-offs your company has countersigned stay with the company, under your name, marked as account deleted. If you're not sure, talk to your company before you delete.
Expiry alerts and other notifications that don't arrive.
Alerts are sent once a day per certificate, and they stop once the certificate is renewed or its expiry date is updated. If a certificate is still showing as expiring after renewal, check the expiry date you entered for it.
Check your spam folder. Email comes from the Mariner's Desk address. If nothing arrives after a few minutes, check the address in the crew record, then try the invite again.
Scan reading, PDFs, and records that look wrong.
PDF scans are backed up in the same way as images, as long as you're online. A PDF added offline is backed up once you connect.
The status comes from the expiry date. Check that the date is right. If the date is right and the status is still wrong, tell us which certificate and what status you expected.
Nothing changes until you accept. If a proposal looks wrong, reject it and ask your company to propose the correct details.
Why the rest-hours check flags a day, and what to do about it.
Check the times first. The check looks at rolling windows, not calendar days, so a rest period that crosses midnight counts toward more than one window. The issue under each flagged day shows the hours it found, which makes the gap easy to see.
Make sure every day in the period is filled in. Your company countersigns from HQ, so once the record is complete, let your office know it's ready.
Use Export CSV for a copy of a period. If the file opens with the wrong dates, check the period you selected before you export.
The problems shore staff run into most often.
That's normal when someone already uses Mariner's Desk or HQ elsewhere. Their existing account is linked to your company. They'll see the invite the next time they sign in and can accept it.
Check your role. Editors and admins can edit most things. A Master or Chief can only manage their own vessel. Viewers can read but not change. The roles table in the HQ User Manual lists exactly what each role can do.
Check the approval routing in Settings. In sequential mode, the Master or Chief decides first, and shore staff give final approval. If the request would overlap an existing assignment, the approval is blocked until the clash is resolved on the roster.
Two checks run before saving. An overlap with another assignment is blocked, so adjust the dates. A certificate warning is a prompt, and you can confirm to save anyway. Your override is recorded in the audit log.
Deleting asks you to confirm. If you cancelled the prompt, nothing was deleted. Check the record: if it's still there, start again and choose OK on the confirmation. If an error message appears, copy the wording and send it to us.
Check the requirements first. A certificate that's required for a rank shows as missing until it's recorded. The certificate compliance figure only counts mandatory certificates.
What works where, and how to install the app.
| Device | How to use it | Notes |
|---|---|---|
| Android phone | Mariner's Desk app from Google Play, or the web app added to the home screen | Best support for notifications and offline use. |
| iPhone or iPad | Web app added to the home screen (Share, then Add to Home Screen) | Open it from the home screen for notifications to work. |
| Windows or Mac | Chrome or Edge in a browser window | Install from the browser menu if you want it as an app. |
For HQ, use a current browser on a computer. Older browsers and very old tablets may not display every screen correctly.
Update it from Google Play. If it still fails, uninstall and reinstall, but export a backup first. Reinstalling removes the copy on the device, so sign in afterwards and check your records have synced.
The more specific the details, the faster we can find the cause.
Email support@wilsonmaritimegroup.com with the following: