An admin's guide for troubleshooting common issues for the Employee App.
The Employee App allows employees to view their roster, shift times, clock in, and manage finances and days off—all in one convenient app.
The foundU Employee App is available for download via the App Store or Google Play Store for your employees.
In this article, we will cover:
- Supported mobile devices
- Common login errors/issues
- 'Start shift' Icon not displaying on the home screen
- Enabling Location on an iPhone or Android
- GPS Location permission for the Employee App
- An error that displays if an employee attempts to clock outside the Boundary Zone
- Continuous loading or 'Spinning Wheel' of the Employee App
To learn more about how you can set up and enable clocking from the Employee App, please refer to our article on Employee App Clocking (Phone Clocking).
Employee App is available for all mobile devices running Apple iOS and Android operating systems. To determine if a device is compatible with the app, select the relevant option for the requirements below:
Please note: The software version can be found in the settings on the employee's mobile device.
Please refer to the Compatible Software for Geolocation article for steps on checking the software version on your employee's mobile device.
When employees log in to their app for the first time, they may encounter some common issues. These issues can range from simple forgotten passwords or blocked emails.
Understanding these errors can help employees troubleshoot effectively and gain access swiftly, ensuring a smooth onboarding experience.
The 2 common errors your employees may face when logging in are:
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- Invalid email or password
- Not receiving MFA verification emails
Let's look at each error type below and explore troubleshooting options.
Invalid email or password
Your employees may encounter errors or experience issues when attempting to log in to the Employee App.
Most commonly, your employee might experience the 'Invalid email or password' error when attempting to log in.
This can occur for a few reasons, such as:
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- The employee's email has been updated or is incorrect
- The password has not been set
- The employee has not registered with foundU
- The platform domain has not been set
Please note: If your employees are logging into the app for the first time and have not previously set a password during registration, then no password will be recorded. To resolve this issue, they will need to create a password by selecting 'Forgotten Password?' first.
Things to check if this error occurs:
- The correct email address is being used. The email address linked to the Employee Profile is the one required to log in to the Employee App.
- The password entered is correct. If needed, the password can be reset in 1 of 2 ways:
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By Employees - Via the Employee App login screen via the 'Forgotten Password?' link.
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By an Admin - They can reset the password on the employee's behalf via the Overview > Manage > Reset password in the Employee Profile.
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By Employees - Via the Employee App login screen via the 'Forgotten Password?' link.
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The business subdomain has dropped off. Sometimes, when reinstalling the app or when resetting a password, the subdomain you're logging into can be removed from the app.
Click the version number in the bottom-right of the login screen to be taken to the subdomain login. Enter your business's subdomain and try the employee login again.
MFA code not being received
When employees log into the Employee App and attempt to access their financial details or payslips, an MFA code will be required to access those pages. This is normally sent via email.
Common reasons your employee may not receive this email can include:
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- Their email has been blocked due to too frequent requests
- Their email provider doesn't recognise the foundU domain in emails
- Emails are being marked as junk or spam
If the employee does not receive the MFA code in their email, have them check their Junk and Spam folders.
If the MFA code still hasn't arrived, you can send a test email to the employee's email address through Platform Settings > Communication Settings to check for any issues with their mail server.
Contact: Employees should wait 5 minutes before requesting a password reset again. If too many requests are sent quickly, their account can be locked. In that case, please reach out to foundU Support.
In order for employees to clock via the Employee App, individual employees will need to be given permission to clock from their Employee Profile, along with the 'Employee App' setting being enabled via the 'Clock Settings'.
The use of Geolocation requires GPS location permissions to be enabled on the employee's mobile device.
The Employee App enables employees to clock in and out on their mobile devices and utilises the employee's mobile device's geolocation (GPS) feature for clocking purposes.
For steps on enabling the GPS Location setting on an iPhone or Android device, please refer to our guide on Employee App clocking.
When selecting 'Start shift' through the Employee App for the first time, employees will be prompted to grant permission to enable GPS Location permissions for the Employee App.
If an employee has selected 'Don't Allow' when prompted for permission to use their GPS, they will receive the following error when attempting to clock in/out, as the app will be unable to determine their location.
For steps on enabling GPS permissions for the Employee App on an iPhone or Android device, please refer to the Mobile Phone- Location Settings are off article.
If you have set up Geolocations Boundaries for each of your rosters, this can prevent employees from clocking in/out from outside the location boundary.
If an employee attempts to clock outside of the Geolocations/Boundary Zones, the following error will display:
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- Start shift error - Too far from the shift location.
The Employee App is designed to clock in and out using an employee's mobile device's Geolocation (GPS). When the GPS recognises the employee is within the specified boundary, they can clock in via the Employee App.
For further information about this setting and setting up the Geolocations Boundary, please refer to this Clocking article.
The Employee App requires a stable internet connection to load.
If an employee is experiencing a continuous loading/spinning wheel, ensure that they check their device's connectivity. i.e. ensure they are not in a black spot.
If the employee is completely offline, the following error will display:
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- Uh oh, you're offline! Connect to the internet, then try again.
Ensure that the employee has reconnected to a stable internet connection and try again.