When something is not right

Signing in

"Email or password is incorrect." Check both. The password is case-sensitive. If you have forgotten it, ask your administrator to set a new one — the app cannot reset it yet.

"This account is not linked to a tenant." Your account is not finished. Tell your administrator.

It worked yesterday and now it shows the sign-in screen. Your account was changed or switched off. Sign in again; if that fails, ask your administrator.

Which Tenant ID? Your organisation's short code — the same one as on the web admin. Your administrator can tell you.

Missing things

An app I use is not on Home. Either your organisation has switched it off, or you have not been given it. Ask your administrator. After they change it, fully close the app and open it again.

There is no Requests tab. Your organisation does not use the Facility app.

My task list is empty, but my supervisor says I have a job. Pull down to refresh. If it is still not there, the job may be assigned to a different account of yours — ask your supervisor which name it is under.

"… is not enabled here." The app is switched off for your organisation, or for you.

Things that do not update

I did not get a notification. Notifications are not delivered yet. Open the app to see what is new: the red number on Alerts and the amber number on Tasks.

A list looks out of date. Pull it down to refresh. Lists also refresh when you come back to them.

The toilet queue numbers did not change. They change when you join or leave. Go back and open the app again to see the latest.

I see "Could not refresh" above the list. The app could not reach the server. What you see is from the last time it could. Pull down to try again.

Connection

"Offline — showing what loaded earlier." Your phone has no connection to the server. You can read what was on screen, but anything you do is not saved. Do it again once the strip has gone.

"Could not load…" with a Retry button. Same cause. Tap Retry once you are connected.

Photos and the camera

"No photo added." The camera did not return a photo — usually because camera access is off. Allow it in the phone's Settings → Apps → Omaya → Permissions, or tap Gallery to attach one you already took.

"This version of the app cannot use the camera to scan." You need the newer version of the app. Ask your administrator for the download link.

The camera does not read the label. Hold the phone steady, 15 to 30 cm from the label, with the code inside the frame and no glare on it. A crumpled or faded label may not read at all: type the code under it instead.

Mistakes

I marked the wrong job done. It cannot be reopened from the phone. Ask your supervisor or an admin to reopen it on the web.

I acknowledged or hid the wrong alert. Tap Undo in the message at the bottom straight away. If it has gone: an admin can find an acknowledged alert on the web; a hidden one is under Hidden on the Alerts tab — swipe it to show it again.

I assigned a job to the wrong person. Tap Undo, or assign it again to the right person.

I ended a roll call too early. It cannot be reopened. Start a new one.

Still stuck?

Tell your administrator what you were doing and what the app said — the exact words help. A screenshot is even better.