The app has two full-screen recovery messages. Neither one loses your work.

“A new version is available”

ServiceDesk Simulator was updated while this tab was open. Reload to pick up the latest version — your progress is saved.

This is not an error. We shipped an update while your tab was sitting open, and the tab is now running an older version that can no longer load parts of itself.

Select Reload App. That is the whole fix.

It happens most often to tabs left open overnight or across a working day.

“Something went wrong”

ServiceDesk Simulator hit an unexpected error. Your progress has been saved to this device and will sync when you reload.

This one is a genuine fault. Before showing you the screen, the app flushes your progress to the device, so the ticket you were working on is not lost.

Select Reload App.

If it happens again immediately on the same action, that is worth reporting: it is repeatable rather than a one-off. Note what you were doing, then use Support & Feedback in the profile menu. See Contact support or report a bug.

“Not Authorized”

You do not have permission to access this page.

This one is not about your permissions. It appears when the app could not establish who you are at all, usually because sign-in failed to start up or your session could not be refreshed. Go to Home returns you to the app, and signing in again normally clears it. If you are a teacher who expected the teacher dashboard, see below.

The teacher dashboard says Access Denied

This account does not have teacher access. If you believe this is an error, please contact support.

The dashboard needs a teacher subscription on the account you are signed in as. Two things to check: that you are signed in with the address the trial was set up under, and that the trial confirmation email was actually clicked.

If both are true, contact support.

Does reloading lose my ticket?

No. Progress is saved continuously rather than only when you close a ticket, and both recovery screens flush it before they appear. A ticket you were part-way through is still part-way through after the reload.