This guide has a few quick steps for how to diagnose a user who cannot use the app. These steps will help you resolve issues for over 95% of cases where the worker reports “my app is not working”
1. Are they logged in? If the user sees the login screen shown below, then they need to log in. If they see any other screen skip to step 2 below.
- Confirm that their phone number is right. This causes 90% of all issues so please check with the employee even though it seems obvious. If the phone number is wrong, correct it.
- Once you have confirmed that the password is correct, then reset the password as shown here. We recommend setting a simple password that will be easy to type in on a phone (4 numbers usually works well).
- If the worker does not get a text message, please double check the phone number. If it was not correct, update it and then reset the password again.
- They should get a text message and be able to log in directly. Here are a few tips that can help on login:
- The phone number and password must be typed exactly. Even one character off will make the login fail and it is hard to type on the small screens.
- For the phone number, just enter the numbers. The app will put the dashes in the numbers automatically.
- An Internet connection is required for login.
2. User is logged in, but app is not working: In this case, the worker has logged in but cannot use the app for some reason. Please check the following:
- Go to the phone’s settings app and scroll down to SYNCrew. Make sure that all the requested permissions are allowed. The app requires camera (iPhone and Android) and storage (Android only). We recommend GPS and notifications for optimal usage, but they are not strictly required.
- On the admin dashboard, check that the user is clocked out. If not, clock them out LIKE THIS. This clears an occasional issue on older phones.
- Open the app again and see if it will work now.
If everything in the points above checked out, please have the employee text SYNCrew support at 415-968-1593 and we will work with them to get things sorted. SYNCrew support can text in any language.