Field staff may occasionally encounter difficulties clocking in or out through the mobile app. This article will guide you through typical problems and their solutions. Whenever field staff encounter issues with clocking in or out, request them to take a screenshot and send it to you, as this will assist in the troubleshooting process.
Outside of Geofence Radius:
In the event that staff recieve the "Out of Range" message when attempting to login confirm the following:
1. Staff is currently at the client home
2. Location tracking is enabled with mobile service or wifi
Solutions:
1. Verify client address- select edit profile and Addresses
View the map by selecing on the pin
The pin may need moved slightly to the correct location, select Submit to save
2. Have staff select the refresh option in the app
This will update the app and staff location
Staff also have the option to clock in/out by using your agency IVR phone number from the client's home if they are unable to troubleshoot with you.
Incorrect Credentials
In the event that staff attempt to login and receive the incorrect credentials message, have staff reenter login credentials. In the event that this does work attempt the following steps:
1. Have staff reset their password using the Forgot Password option. Or you can send the email by selecting Edit Profile > Login Details > Reset Password
Once the staff resets the password, have them login as usual
2. At times our mobile apps needs data cleared to function properly. If step 1 does not work, instruct staff to clear app data and restart the device
iOS Mobile App How to Clear Data
If all steps are completed with resolution, please create a support case.