Why doesn’t clicking refresh load any TerritoryHelper maps?

This issue has come up a few times recently and all for the same reason, because a user has purchased a new iPhone and have restored ServicePlanner from their previous device Backup. It looks like the Territory is all setup correctly, but actually you need to login to TerritoryHelper again.

For those interested in a more technical explanation – ServicePlanner has to be authenticated with TerritoryHelper. Restoring from a backup will not restore the authentication details. So when you click “Refresh” to load the maps, it talks to TerritoryHelper in the background who says “sorry I don’t know you”.

I will look to improve how this issue is detected in a future update, but in the meantime the solution is pretty simple:

  1. Go to the Library tab in ServicePlanner.
  2. Next to your territory click the Settings button (cog icon).
  3. Click “Remove Territory”.
  4. Then add your Territory again, which will require logging into TerritoryHelper.

Please check these screenshots for the locations of the aforementioned buttons…