Why can't I see any feedback?
An empty Feed usually means one of three things: you don’t have access to any surveys yet, the app couldn’t load your data, or you’ve already seen everything. The message on screen tells you which.
“No touchpoints available”
Section titled ““No touchpoints available””If you see No touchpoints available with the message Contact your administrator to get access., your account hasn’t been given access to any touchpoint yet. There’s nothing to show because no surveys are linked to you.
ℹ️ Seeing this while the offline banner is up? A missing connection can also cause No touchpoints available — reconnect and pull down to refresh before assuming it’s a permissions problem.
What to do: ask your administrator to give you access to the touchpoints you should be able to see. Mobile access follows the same permissions as the Hello Customer web app.
ℹ️ Tell your administrator which touchpoints you need (for example “the in-store NPS survey”), and whether you also need to reply to customers. Replying is a separate permission.
“Failed to load” with a Retry button
Section titled ““Failed to load” with a Retry button”If you see a Failed to load feed (or Failed to load touchpoints) message with a Retry button, the app couldn’t reach the server. This is usually a temporary network problem, not a permissions one.
What to do:
- Check that your phone has a working connection.
- Tap Retry.
- If it keeps failing, close and reopen the app.
“All caught up!”
Section titled ““All caught up!””If you see All caught up!, you do have access and you’ve already seen everything available right now. New feedback will appear as it comes in. Pull down to refresh and check for more (see Keep your data fresh).