Skip to main content

Mobile troubleshooting

Sign-in or passcode fails​

  • Confirm the email/password on the password screen.
  • Use the passcode length configured for your account.
  • If several saved accounts match, select the correct company and complete password verification.
  • If the session is expired, return to password sign-in.
  • Use Forgot Password for password recovery; ask an administrator to reset a passcode.

Account is not linked to an employee​

Mobile operational data requires a valid user-to-employee link. Ask the tenant administrator to link the active user to the intended employee, then sign in or refresh again.

Clock mode or action is unavailable​

The role needs the mode's view permission to display it and create permission to submit. Also confirm the subscription module and employee/job access.

No jobs, phases, cost codes, pay types, or expense types​

Reconnect, open Clock, and pull to refresh jobs. Select a job before expecting its phases. If data remains missing, ask an administrator to verify active setup, job permissions, and employee linkage.

Location failure​

Enable device location services and grant SpaceRivers location permission. Move to an area with a usable signal and retry. Company policy can require location for both clock-in and clock-out.

Required photo cannot be captured​

Grant camera permission, confirm that a camera is available, and retake the image. Use Profile's Review Captured Photo option when you need the explicit Use Photo/Retake screen.

Expense attachment fails​

Use an image or PDF and keep the selection within 10 files and 10 MB total. Remove large files, then select the remaining attachments again.

Offline item does not appear online​

Keep the original app data, activate the same user, reconnect, and reopen Clock. Then refresh Timesheet with all statuses selected. Do not recreate the item until an administrator confirms that neither the server nor the device queue contains it.

Support information​

Provide the company, employee code, device type, application version from Profile, time with timezone, entry type, job/code, and sanitized error message. Never send passwords, passcodes, tokens, receipt contents, or unredacted personal data unless an approved support channel specifically requires it.