StoreTraffic app troubleshooting — common issues and solutions

This article covers the most common StoreTraffic app issues and their solutions — from sign-in problems to offline devices and missing report data.

I can't sign in

"Login or Password failed" means the username or password is wrong — the same message shows for both, for security. Re-check both, using the eye icon to verify the password character by character.

• If the button reads "Retry in Xs" and is greyed out, repeated failed attempts triggered a short cooldown (a few seconds, up to 30). Wait and try again.
• If nothing happens at all, check your internet connection. Username must be correct.
• Use Forgot password? if you're unsure of your password.

I forgot my password

Use Forgot password? on the sign-in screen. Enter your username or email and tap Reset Password. The reset link goes to the email on file. If no email arrives, check spam and confirm the username matches your account exactly. Email is sent from notice@smssoftware.net 

"Signed in on another device" appeared

Your account can be signed in on two devices at once. Signing in on a third automatically logs out the oldest session — that's what this message means. The device showing it is signed in normally. Tap OK. If you didn't sign in on a third device yourself, change your password immediately.

My Pearl device won't connect during setup

Almost always a Wi-Fi issue :

• Confirm the Main sensor's LED is still solid (Side with white dotted M on top).
• Re-check the network name and password — both are case-sensitive.
• Make sure the network is 2.4GHz. Pearl will not connect to 5GHz-only, WPA3-only, Enterprise, or captive-portal networks.

My device is offline or not counting

Work through the status states first — most "offline" cases are normal:

• New or reconnected device — can take up to ~2 hours before data appears. Wait and pull to refresh.
• Outside business hours — Pearl sensors rest when the store is closed. Expected behavior.
• Brief buffer delay — Pearl devices buffer events to save battery. A few minutes of staleness is normal.
• Critical during open hours — check power (Pearl battery) and WiFi. If the network or password changed, reconfigure WiFi from the device's detail screen. Contact support with the device's MAC address if it stays Critical.

My report is empty or the numbers look wrong

• Check the date — paging back before a device was installed shows no data.
• Confirm whether you're looking at the location total or a single device — they differ, and this is the most common "wrong number" surprise.
• Make sure the store's business hours are correct — reports filter traffic to open hours.

I can't go back far enough in reports

Free accounts see 4 weeks of history. Premium accounts (advanced T.M.A.S. license) see 52 weeks. To unlock 52 weeks, contact your success@storetraffic.com   — upgrading is not done in the app.

I'm not receiving notifications

• Check the per-location switches in Settings → Notifications.
• Make sure your phone's OS allows notifications for the StoreTraffic app — use the Open Settings shortcut the app offers.

Numbers or times look wrong (commas, AM/PM)

Adjust Regional Format and Time Format in Settings → Preferences and Report Preferences.

I can't find the Add / Edit / Delete buttons

Your account is most likely read-only. Those controls are intentionally hidden for read-only accounts. Contact your T.M.A.S. administrator to request write access (Chain and User manager).

The first-time walkthrough won't come back

The intro is a one-time, per-account thing tied to your first sign-in on a company-less account. There's no way to replay it — nothing is lost by dismissing it.

Where can I get more help?

Use Leave us a Feedback in Settings, or Chat with us if your account has live chat enabled.

Related Questions

• How do I reset my StoreTraffic password?
• How do I configure WiFi on a Pearl device?
• How do roles and read-only access work in the StoreTraffic app?
• How far back can I view traffic history in the StoreTraffic app?