Frequently Asked Questions – Page 9

How to disable or inactivate a worker

Below is how to disable a user’s access when they leave your company’s employment (quit, fired, terminated, etc) or change roles such that they do not need their SYNCrew account. Nothing in SYNCrew is ever deleted and all data that a user created remains in place should you need it at a later date.

To Disable either a Worker or Admin account, go the Admin tab and then click on “Users” in the left panel.
Find the user you wish to disable. For larger companies, we use the browsers search feature (usually CTRL+F) and type the name.
Click the red “Disable” button at the right and confirm when asked. See below if you get an alert that the worker is still clocked in.
Note that the user is no longer visible on your teams page, you you can still see them in Reports, Photos and Maps tabs because their data is saved. If the employee returns and you need to reactivate them, follow these instructions.

Note if the worker is still clocked in: If the user you are archiving is a Worker, they must be clocked out. If they are not, you will see a pop up where you can clock the user out. Upon clicking “Clock out worker,” you will need to fill in the time of their final clock out along with any option fields your company has enabled. The system will create the clockout and deactivate the user.

Employee took a picture, but it’s not showing up in the portal

SYNCrew is designed to work even when there is no data (cell or wifi) connection. As a result, there are times when an employee will have taken a photo to clock out but it is not on the dashboard. As soon as the app is open and there is a connection, these events will send with the time of when they were taken. (For example, if the employee clocks out at 4pm but the event does not send until they get home to wifi at 6pm, the clockout will register at 4pm since the photo was taken then).

How will we know? There is no way for the admin portal to alert you to this since there has not been an internet connection to send the alert! The employee, however, will see a red circle with a number in it. To send the events, have the employee open the app while they have a data connection (cell or wifi). Below is a screenshot of the red circle and the number 5 indicates that this user has 5 photos left to send:

Slow Internet Connections: If an employee has a very slow Internet connection, sometimes the events will not send but the phone will still show it has an Internet connection. If this happens and you need to have the event send immediately, please instruct the employee to put the phone near a window or step outside while keeping the app open.

What phones does SYNCrew work on?

SYNCrew works on most phones made in the last 4 years that run iOS (iPhone) and Google’s Android operating system and we have seen it work on older phones as well. We aim to keep core timekeeping features working on all phones and “fancier” features (like inspections, forms, scheduling, and work orders) working on phones with operating systems released in the last 3 years.

If you have a question about a specific handset, please contact your account manager or support@syncrew.com with the brand, mode, and version of the operating system.

If a Worker is having trouble with the app (downloading, installing, using, crashing, etc.), please have them contact SYNCrew at 415-968-1593 so we can assist them directly.

Using the app without cell or wifi service

If your employees do not have an Internet connection, they can still use the app to clock in, take pictures, change task and clock out as they regularly do. They just use the app as always and the events will be saved on the phone with the time of when the photo was taken. When Internet service resumes, the events will send automatically.

Below is a screenshot of what your employees will see to indicate that they have no internet connection. The red box has a number in it that shows how many photos are waiting to be sent to the SYNCrew servers.

Certain features of the app (like My Time, Directions, Help options and a few others) are not available in offline mode.

As always, please contact your account manager or our support team at support@syncrew.com with any questions.

Time Change Request Emails

For the rare occasions when the worker makes a mistake in entering their time, there is a place in the app where they can send a note to request the changes. The request is a simple note so that it is fast and easy for the worker to describe a wide array of issues they need help correcting.

Once the worker clicks to submit their change request, a simple email gets sent to either a single company email or the manager of the team that the worker is assigned to.

Single Email: This option will send all change requests to a single email address.
Send to Manager: This option will route the change request based on who is set as the manager of the team that the worker is assigned to. In the event that a team’s manager is disabled (because they left the company or have a new role), those change requests will go to a backup email. To learn how to set up a manager for a team, click HERE.

These settings are set in Settings –> Configuration. Scroll down to the “timesheets” section and you will see the screen below. The green square is where you modify the time change request settings.

How workers create the change requests in the app

In the weekly timecard view in the app (and a few other places), workers have an opportunity to write a note about things they would like edited in their timecard. It’s a smiple text box (left image below) and when they click submit, it sends to the manager or company email as designated above.