I updated the app and can't see my loans or customers
If your list looks empty after updating LoanAdmin, take a breath: in most cases your information was not deleted. The usual reasons are that you signed in with a different account, that the data from the previous version hasn't been moved to the cloud yet, or that your totals are still updating. This guide walks you through each case, in order.
Before anything else: do not delete or reinstall the app on the iPhone where you had the previous version. That version stored your data inside the phone, and the new version reads it from there to move it to the cloud. If you delete the app, that data is erased from the phone and the app can no longer migrate it.
1. Check that you signed in with the same account
Each LoanAdmin account has its own customers and loans. If you sign in with a different account, you'll see an empty account even though your data is still safe in the other one.
The new version may ask you to sign in; that's normal. Use exactly the same method you used before:
- Email and password: the same email. If you don't remember the password, use the reset option on the sign-in screen instead of creating a new account.
- Google: the same Google account.
- Apple: sign in with Apple again. If you chose to hide your email when you signed up, signing in with email and password creates a different account.
To switch accounts, open the menu (☰) › Settings and tap Logout at the bottom. Then sign in with the right account.
"I'm subscribed and nothing shows up": your subscription belongs to your store account (App Store or Google Play), while your data belongs to the LoanAdmin account you sign in with. An active subscription doesn't bring over data from another LoanAdmin account. Make sure it's the same account first.
2. Coming from the previous iPhone version: migrate your data
The previous LoanAdmin version for iPhone stored information only on the phone. To see it in the new version, it has to be migrated to the cloud once. This can only be done from the same iPhone where the previous version was installed, with the app updated (not reinstalled).
How it works:
- Open the app with your account. If we detect old data that hasn't been migrated and your account doesn't have any loans yet, a notice called Datos sin migrar appears (it's shown in Spanish) with the buttons Sí, migrar (yes, migrate) and Más tarde (later). Tap Sí, migrar. If you're a one-time-purchase user, this step also appears during the initial account setup.
- You'll see the migration screen with the customers, loans and payments found on the phone. If you see a Load Data button, tap it first.
- Tap Export Data.
- Pick the currency. It's used for old loans that didn't have a currency saved.
- Tap Start Migration. Wait for the upload to finish: the app shows its progress and you can't leave that screen while it uploads. After that you can close the app; our server processes the data in the background and we send you a notification titled Data Import Complete when it's done, showing how many records were imported.
After migrating, dashboard totals and payment summaries update in the background and can take a few minutes.
A few important points:
- Don't run the migration again once it has finished. The app warns that doing it again could duplicate or damage data; only repeat it if our team asks you to.
- Más tarde only postpones the notice: it shows up again the next time you open the app.
- If you tapped Skip, or if you created loans in the new version before migrating, the notice stops appearing. Don't delete the app: open a ticket from that same iPhone (see below) and we'll tell you how to continue.
- There's nothing to migrate on Android. Data migration is only available from an iPhone with the previous version installed. If your data was on an iPhone, migrate there first, then sign in with the same account on your Android.
3. Be careful when restoring a backup
Cloud backups live in the menu (☰) › Functions › Backup & export. Restoring doesn't add information: it replaces all your current data with the backup's data. Everything you recorded after that backup's date is lost. That's why the app asks you to type the backup date to confirm.
- Before tapping Restore, if your plan still has room for another backup, create a backup of your current state with Create Backup. That way you can go back. If you've reached your plan's backup limit (Essential keeps 1), the app won't let you create another one. Never delete the backup you want to restore to make room.
- If you restored a backup and data is missing, don't restore another one on top without talking to us. Open a ticket and tell us the date of the backup you restored.
- Each backup is kept for 60 days and then deleted automatically.
More details in Backup and restore.
4. If you belong to a team, check the active company
If someone invited you to their team, the menu (☰) shows Switch company. While you work inside someone else's company you see their customers, not yours. Tap Switch company and choose Your account to get back to your data.
5. Check your connection and give it a few minutes
The app needs internet to bring your data from the cloud. After signing in or migrating, connect to a stable network and wait a few minutes before concluding that something is missing. If data shows on one device but not another, see Sync problems.
Still missing information? Open a ticket
In the app, open the menu (☰) › Settings › Help center, tap Tickets at the top and then Create ticket (you can also get there from Help & Support at the bottom of the menu). Under Contact Type, choose App Issue if your plan allows it; if not, use Question. Include:
- The email of the account you sign in with now, and of any other account you used before.
- How you sign in: email and password, Google or Apple.
- Your device (iPhone or Android) and whether the previous version was installed on that same device.
- Whether you deleted or reinstalled the app at any point.
- Whether you ran the migration or restored a backup, and on what date.
- Roughly how many customers and loans you expected to see.
- The app version, shown at the bottom of the menu.
Loyalty accounts can open tickets of type Question. If your account has no active plan and isn't Loyalty (a free account or an expired trial), the app doesn't let you open tickets; in that case email us at support@loanadmin.app with the same details.
We review every case carefully. One thing we need to be honest about: if the data only lived on a phone, the app was deleted from that phone, and there is no backup, we have no way to recover it.