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Employee FAQ

Common questions about using the mobile app for time tracking, scheduling, and leave management.

Getting Started

Section titled “Getting Started”

Where can I download the mobile app?

Section titled “Where can I download the mobile app?”

How do I log in to the mobile app?

Section titled “How do I log in to the mobile app?”

Our system uses passwordless authentication for security:

  1. Enter your email address in the login screen
  2. A one-time code will be sent to your email
  3. Enter the code in the app to log in
  4. The code expires after a short time for security

See the Login & Authentication guide for detailed instructions.

I didn’t receive the one-time login code. What should I do?

Section titled “I didn’t receive the one-time login code. What should I do?”
  • Check your spam/junk email folder
  • Ensure you entered the correct email address
  • Wait a few minutes for the email to arrive
  • Request a new code if the previous one expired
  • Contact your manager if issues persist

I forgot my password. How do I reset it?

Section titled “I forgot my password. How do I reset it?”

If you use password-based login and have forgotten your password, follow our Password Reset guide for step-by-step instructions. However, we recommend using the One Time Code login method as it’s more secure and doesn’t require remembering a password.

Can I stay logged in or do I need to enter a code every time?

Section titled “Can I stay logged in or do I need to enter a code every time?”

The app will keep you logged in for a period of time. You’ll only need to request a new one-time code when your session expires, typically after extended periods of inactivity.

Which features can I access on the mobile app?

Section titled “Which features can I access on the mobile app?”

The mobile app provides access to:

  • Time Clock for clocking in/out
  • Rota to view your work schedule
  • Time-Off for requesting leave
  • Time Tracker to view your timesheets
  • Holiday Allowances to check your leave balance
  • Payslips to view payment history

Time Clock

Section titled “Time Clock”

How do I clock in for my shift?

Section titled “How do I clock in for my shift?”
  1. Open the Time Clock from the bottom navigation bar
  2. Tap SCAN QR CODE
  3. Point your phone camera at the workplace QR code
  4. The app will automatically register your clock-in time

See the full Time Clock guide for more details.

I’m getting a “You are not nearby any known location” error. What does this mean?

Section titled “I’m getting a “You are not nearby any known location” error. What does this mean?”

This error appears when:

  • GPS location is disabled for the app
  • You’re not physically at your workplace location
  • Your internet connection is unstable

Solution:

  • Enable GPS location permissions for the mobile app
  • Ensure you’re at your assigned work location
  • Check your internet connection
  • Try closing and reopening the app

The QR code won’t scan. What should I try?

Section titled “The QR code won’t scan. What should I try?”
  • Clean your camera lens
  • Hold your phone steady at the correct distance
  • Ensure there’s adequate lighting on the QR code
  • Check that camera permissions are enabled for the app
  • Try different angles if the code appears damaged or unclear

I forgot to clock in or out. What should I do?

Section titled “I forgot to clock in or out. What should I do?”

Contact your manager immediately. They can manually add or adjust your timesheet entry for that day. Provide them with your actual work start and end times.

Can I clock in from home or a different location?

Section titled “Can I clock in from home or a different location?”

This depends on your workplace policy and GPS location settings. The app may require you to be at a specific location to clock in. Check with your manager about remote work policies.

Viewing Your Rota

Section titled “Viewing Your Rota”

Where can I see my work schedule?

Section titled “Where can I see my work schedule?”

Tap ROTA from the home screen to view your weekly schedule with shift times and colleagues working the same day.

My name doesn’t appear on the rota. Why?

Section titled “My name doesn’t appear on the rota. Why?”
  • You may be viewing the wrong week or date
  • You might not be scheduled to work that day
  • There could be a scheduling error

Check different dates, and if you believe you should be scheduled, contact your manager immediately.

Can I see more than one week at a time?

Section titled “Can I see more than one week at a time?”

The rota displays one week at a time. Use the navigation arrows (← →) to move between weeks and view past or future schedules.

How far in advance is the rota published?

Section titled “How far in advance is the rota published?”

This varies by organization. Check with your manager about your workplace’s scheduling practices and how far in advance rotas are typically posted.

Requesting Time-Off

Section titled “Requesting Time-Off”

How do I request time off?

Section titled “How do I request time off?”
  1. Open TIME-OFF from the home screen
  2. Tap the + (plus) button
  3. Fill in the request form (dates, duration, type)
  4. Review your remaining allowance
  5. Tap SUBMIT

See the Requesting Time-Off guide for detailed instructions.

What does “Conflict - A colleague has also requested a leave on same dates as yours” mean?

Section titled “What does “Conflict - A colleague has also requested a leave on same dates as yours” mean?”

This warning indicates that another team member has requested time off on the same dates. You can still submit your request, but approval will depend on business needs and team coverage requirements.

Can I submit a request for today or yesterday?

Section titled “Can I submit a request for today or yesterday?”

Most organizations require advance notice for leave requests. Emergency or sick leave should be reported immediately by phone or following your workplace’s absence notification procedure.

How long does it take for my request to be approved?

Section titled “How long does it take for my request to be approved?”

Approval times vary by organization and manager availability. Monitor your request status in the TIME-OFF list. Contact your manager if you need urgent approval.

Can I cancel or modify my time-off request?

Section titled “Can I cancel or modify my time-off request?”

Contact your manager directly if you need to cancel or change dates. They can cancel the request from the admin system, and your allowance will be restored.

What’s the difference between Paid Holiday, Unpaid Leave, and Sick Leave?

Section titled “What’s the difference between Paid Holiday, Unpaid Leave, and Sick Leave?”
  • Paid Holiday: Standard annual leave deducted from your allowance
  • Unpaid Leave: Time off without pay, doesn’t use your holiday allowance
  • Sick Leave: Medical absence, may require documentation depending on policy
  • Bank Holiday: Public holidays as defined by your organization

Viewing Timesheets

Section titled “Viewing Timesheets”

Where can I see my recorded work hours?

Section titled “Where can I see my recorded work hours?”

Tap TIME TRACKER from the home screen to view all your timesheets with scheduled vs tracked hours.

Why do my tracked hours differ from my scheduled hours?

Section titled “Why do my tracked hours differ from my scheduled hours?”

Differences can occur when:

  • You clock in early or late
  • You leave before or after your scheduled time
  • You take longer or shorter breaks
  • There are clock-in/out errors

Review any significant discrepancies with your manager.

What does “Scheduled Hours: 00:00” mean?

Section titled “What does “Scheduled Hours: 00:00” mean?”

This indicates unscheduled work, which could be:

  • Weekend or day-off work
  • Emergency shift coverage
  • On-call work
  • Schedule not yet entered in the system

Verify this work was authorized with your manager.

My timesheet shows incorrect hours. What should I do?

Section titled “My timesheet shows incorrect hours. What should I do?”

Contact your manager immediately to correct the timesheet before payroll processing. Provide the correct start time, end time, and break duration.

How often should I check my timesheets?

Section titled “How often should I check my timesheets?”

Review your timesheets daily or at least weekly to catch any errors early. Always verify your hours before the end of each pay period.

Holiday Allowances

Section titled “Holiday Allowances”

How do I check my remaining holiday allowance?

Section titled “How do I check my remaining holiday allowance?”

Tap HOLIDAY ALLOWANCES from the home screen to see your used and remaining days for each year.

What does “Used” include?

Section titled “What does “Used” include?”

“Used” includes:

  • Approved past leave that you’ve already taken
  • Pending future requests (in some systems)
  • Pre-approved future time-off
  • Bank holidays counted against your allowance

Why does my “Used” number seem high?

Section titled “Why does my “Used” number seem high?”

If the number seems high, it may include:

  • Future approved leave already booked
  • Bank holidays (if deducted from your allowance)
  • Pending requests counting against your balance

Review your time-off request list to verify all entries.

Can unused holiday allowance carry over to next year?

Section titled “Can unused holiday allowance carry over to next year?”

This depends on your organization’s policy. Check with HR or your manager about:

  • Maximum carry-over limits
  • Use-it-or-lose-it policies
  • Paid-out unused leave options
  • Automatic carry-over rules

My allowance looks incorrect. What should I do?

Section titled “My allowance looks incorrect. What should I do?”
  1. Review your approved time-off requests
  2. Check for any manual adjustments
  3. Verify part-time or pro-rata calculations
  4. Contact HR or your manager for a detailed breakdown

General Troubleshooting

Section titled “General Troubleshooting”

The app won’t load or keeps crashing. What should I do?

Section titled “The app won’t load or keeps crashing. What should I do?”
  1. Check your internet connection
  2. Close and reopen the app completely
  3. Restart your phone
  4. Ensure you have the latest app version
  5. Clear the app cache (in phone settings)
  6. Uninstall and reinstall the app
  7. Contact IT support if issues persist

My data isn’t updating or showing recent changes

Section titled “My data isn’t updating or showing recent changes”
  • Pull down on the screen to refresh
  • Check your internet connection
  • Log out and log back in
  • Wait a few minutes for server sync
  • Contact support if data remains stale

I don’t see a feature that I should have access to

Section titled “I don’t see a feature that I should have access to”
  • Verify your user role and permissions with your manager
  • Check if the feature is enabled for your location
  • Ensure you have the latest app version
  • Contact IT support for permission issues

How do I change my notification settings?

Section titled “How do I change my notification settings?”

Go to Settings from the bottom navigation bar to manage:

  • Push notifications
  • Email notifications
  • Shift reminders
  • Schedule change alerts

Can I use the app on multiple devices?

Section titled “Can I use the app on multiple devices?”

Yes, you can log in on multiple devices using your email address. Request a one-time code on each device when logging in. Your data syncs across all devices.

Who should I contact for technical support?

Section titled “Who should I contact for technical support?”

Contact your manager or administrator. Have ready:

  • Your employee ID
  • Device type and OS version
  • App version
  • Description of the issue
  • Screenshots if applicable

Policy Questions

Section titled “Policy Questions”

What is my organization’s absence notification policy?

Section titled “What is my organization’s absence notification policy?”

Check with your manager or HR department for:

  • How to report sick leave
  • Advance notice requirements for planned leave
  • Emergency absence procedures
  • Documentation requirements

Can I swap shifts with a colleague?

Section titled “Can I swap shifts with a colleague?”

Shift swap policies vary by organization. Contact your manager to:

  • Verify if shift swaps are allowed
  • Understand the approval process
  • Learn how to coordinate with colleagues
  • Confirm how swaps are recorded in the system

What are my rights regarding breaks and rest periods?

Section titled “What are my rights regarding breaks and rest periods?”

Break entitlements vary by:

  • Country and local labor laws
  • Your employment contract
  • Organizational policies
  • Shift length and type

Review your contract and consult with HR for specific break policies.

Still Need Help?

Section titled “Still Need Help?”

If your question isn’t answered here:

  1. Check the detailed guides in this section for specific topics
  2. Contact your manager for policy and approval questions
  3. Contact HR for allowance, contract, or policy clarifications
  4. Contact IT support for technical issues with the app

Related guides: