Most issues users run into with Tanca can be fixed on their own in a few minutes. The tables below are ordered by how often each issue actually occurs, and each row gives the most common cause and the first thing to do.
Three steps to try before anything else
- Reload the page with `Ctrl + F5` (Windows) or `Cmd + Shift + R` (Mac). On your phone, fully close the app and reopen it.
- Log out and log back in. This is the only way for your account to pick up permissions the administrator has just granted.
- Try on a different device or browser. If it works elsewhere, the problem is with the device, not with Tanca.
These three steps resolve about half of all cases. Do all three before opening a support ticket — the support team will ask you exactly these three questions anyway.
Login and account
| Issue | Common cause | What to do |
|---|---|---|
| 1. Can't log in | Wrong login method, or the account has been deactivated | See article D1-02 |
| 2. Forgot password | — | Ask your administrator to click Reset Password in your profile |
| 3. Logged in but no menus are visible | No access group assigned yet, or permissions were just restricted | Contact your administrator and remind them to check Settings › Permissions |
| 4. Web works, but the app doesn't | Permissions for the two platforms are separate | The administrator opens your profile › Permissions tab › Mobile tab |
Notifications and sync
| Issue | Common cause | What to do |
|---|---|---|
| 5. Not receiving notifications on your phone | The operating system has blocked the app's notifications | See article D1-03 |
| 6. Figures in the app differ from the web | Viewing two different periods, or the data hasn't been reloaded | See article D1-04 |
| 7. Clocked in but it doesn't appear on the timesheet | No network connection when clocking in, or viewing the wrong day/shift | Double-check the selected date before reporting an error |
| 8. Request submitted but the approver can't see it | The approval flow points to the wrong person, or the approver is filtering by a different status | Open the request and check the name of the current approver |
Display and performance
| Issue | Common cause | What to do |
|---|---|---|
| 9. Blank page or endless loading | The browser's cache is outdated | See article D1-05 |
| 10. Large data tables load very slowly | The date range being viewed is too wide | Narrow the date filter, or use Export and open the file in Excel |
| 11. Clicking a button does nothing | The page hasn't finished loading its data | Wait until the spinner stops before clicking — clicking multiple times often breaks the action |
| 12. Text or tables display misaligned | The browser is zoomed in, or the version is too old | Reset the zoom to 100% and update your browser |
Data
| Issue | Common cause | What to do |
|---|---|---|
| 13. An employee doesn't appear in the list | A branch or department filter is on, or your data scope doesn't include that person | Set all three filters to All; if they still don't appear, it's a scope restriction |
| 14. Exported file is missing rows | The export follows exactly the filters currently displayed | Clear all filters and export again |
| 15. Data was changed and no one admits to it | — | Open that profile › History tab to see who changed it, when, and from which device (article C1-07) |
When to stop troubleshooting yourself
Open a support ticket immediately, without trying anything further, if you see any of these signs:
- Many people in the company hit the same error at the same time.
- Payroll, insurance, or tax figures display incorrectly — don't correct them yourself; take a screenshot first.
- Data has disappeared — not filtered out, but truly gone.
- An error message appears with an error code.
Article D1-06 lists exactly what information to include so your issue is handled quickly.
