Troubleshooting

Please find below some common issues and how to remedy them.

Cannot log in

• Make sure you have an internet connection
• Make sure you use the correct username and password
• If you cannot remember your password, you can request a new password (you need access to your email account)

Cannot connect my PASMA card

• Double check that you’ve entered your certificate number correctly.
• Make sure you’re using exactly the same first name and last name that you gave to your instructor on the course. For example, you can’t use James on the course and then Jim on TowerSure.
• Has your qualification expired? Your card won’t appear unless you have a current PASMA qualification.

• If you registered for TowerSure using a different name than you gave your instructor, but both are correct, the quickest way to resolve it is to change your name in TowerSure to match the one your instructor gave us. You can do this by following these steps:
  • Log into the TowerSure web console using the same login details you use for the app
  • Click users
  • Click your email address
  • Click user details
  • Edit your name and click save

• If there’s a mistake or typo in the name you gave your instructor, contact your training centre and ask them to request that we update your name in our systems.

Cannot use the mobile app offline

You need to be logged into the app before you will be able to use it offline. So if you are planning to use the app somewhere where you suspect there may be no connection, then log in whilst you have a connection. Do not close the app (you can open other apps, but you should not clear it from the “recent apps” list).

Please note that when you use the app offline, your towers will not be assigned a tower ID, this will happen as soon as you have a connection again.