The questions our support team receives most often about accounts, signing in, and Settings.
Accounts and signing in
| Question | Answer |
|---|
| What do I sign in with? | Phone number, email, or Google — matching the information HR entered in your profile. See B1-13. |
| What if I forget my password? | Ask HR to reset it. They can do it right from your profile. |
| I can sign in but the screen is blank | Your profile hasn't been assigned a branch or department. Notify HR. |
| I can't open Settings | Only the Manager access group sees everything. It's normal for you to see only the Account group. |
| Is there two-factor authentication? | It's not yet available in the Security Center. To protect your account, set a strong password, don't share it, and review the device list regularly. |
| How do I sign out an unfamiliar device remotely? | There's no remote sign-out button yet. Changing your password forces all old sessions to sign in again. |
Organizational structure
| Question | Answer |
|---|
| Our company has only one location — do we need to set up a Region? | Yes, you should. Create a default region so you won't have to reorganize later when you open new branches. See B1-05. |
| An employee is in the right place but gets an "outside allowed area" error | Check the branch address in Settings first; that is the GPS clock-in coordinate. |
| How do I set up one department across two branches? | The Branch field accepts multiple values — select both. See B1-06. |
| Can I change a branch or department code? | Yes, but you shouldn't once data exists. Codes appear in import files and exported data. |
| Deleting a department that still has people? | Move all employees to another department first. |
| Where can I see the org chart as a tree? | The Org Chart item in the HR module is currently labeled Coming soon. |
Permissions
| Question | Answer |
|---|
| What's the difference between Access Groups and Permissions? | Access groups determine whose data you can see; permissions determine what you can do within that scope. See B1-09. |
| A manager can't see employees on their team | Check the manager's access group and the employees' department. |
| An employee can see other people's salaries | Immediately review the permission matrix and that person's Permissions tab. This is an incident that must be handled right away. |
| Changing the access group for an entire department? | Use Update Permissions via file. See B2-04. |
| How can I be sure permissions are correct? | Sign in with a test account belonging to that group. Reading the configuration screen isn't enough. |
Plans and interface
| Question | Answer |
|---|
| How do I check how many seats are left for new employees? | Settings › Billing & Plans; look at the line n / m active employees. See B1-12. |
| Do former employees count toward the limit? | No, if their account has been deactivated. That's why you should Deactivate rather than leave it as is. |
| Where do I upgrade my plan? | Through the sales team; you can't do it yourself on screen. |
| Changing the logo and interface colors? | Settings › Logo & Theme Color. The logo should have a 2:1 ratio, for example 400×200px. See B1-08. |
| Where do I change the menu in the employee app? | Settings › App, configured per access group. See B1-10. |
If you can't find the answer here, see the D1 Troubleshooting article group or submit a support request with a screenshot and a description of the steps you just took.
