There are a few reasons you won't be able to request a store/customer:
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You don't have connectivity
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The store name is incorrect
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The store name doesn't exist
The big question is what to do?
The first thing to do is ensure you have connectivity by trying to surf the internet, or checking that you see 3G/4G in the top left hand corner.
Once you are confident that you are connected, the second action is to either a stable WiFi or data, make sure you are spelling the name correctly.
Contact the relevant person in your company to check what the store/customer name is and if it exists on the system.
If you are struggling to find the store and you certain the store exists on the system, try reducing the letters.
For example, the name could exist as "Waterfront" but you are searching for it as "water front". If you just search for "water" the name will appear