Short answer
It's almost always their permission scope, not a syncing problem. Some permission setups only let a user see assets they created ("own" scope) — so your register looks empty to them. An admin can fix it in a minute: in the web app, open the app switcher (top right) → Manage Account, open the user, and either apply a broader permission template (e.g. Supervisor, which can view all assets and work tasks) or widen their asset view permission from own to all. The change takes effect straight away — they may just need to refresh or reopen the app.
Detail
Civic.ly permissions have two layers: what a user can do (view, create, edit, delete — per resource: assets, inspections, jobs, defects) and whose records it applies to (their own records, or all of the council's). A field member set up with view-own will see only what they personally added — which is easily mistaken for the app "not syncing".
The quickest route is a permission template. Supervisor suits a grounds lead: view everything, complete inspections and jobs. If you want finer control, edit the per-resource permissions on the user instead.
Watch-outs
- Before troubleshooting the mobile app (reinstall, sync, etc.), check permissions first — it's the most common cause of "I can't see X".
- The narrow scope is sometimes deliberate: a councillor set up as a defect reporter is meant to see assets but only their own defects. Widen scopes intentionally, not by default.