Troubleshooting & FAQ

Sign-in says your email is not registered.

Problem: Sign-in says your email is not registered.

Likely cause: The login page displays “Please contact your administration for login. Your email is not registered.”

Fix — Employee: Check the email address you entered, then ask your organization administrator to verify or add your account.

Fix — Admin: Search Employees for the email. If there is no employee record, add the employee with the correct email.

Related guide: Add an employee.

Sign-in says your email is linked to multiple active organizations.

Problem: Sign-in says your email is linked to multiple active organizations.

Likely cause: The login page displays “This email is linked to multiple active organizations. Please contact your administrator to use a unique email.”

Fix — Employee: Contact your administrator and ask them to use an email that uniquely identifies your organization account.

Fix — Admin: Check the employee’s organization account and use a unique email address for the account.

Related guide: View or edit an employee profile.

A profile field is not available to edit.

Problem: A profile field is not available to edit.

Likely cause: Employees can edit only the fields enabled in My Profile; Admin/HR editing and sensitive fields depend on their displayed permissions.

Fix — Employee: Update the available fields in My Profile. Ask Admin/HR to update a field that is not editable to you.

Fix — Admin: Open the employee profile with employee update permission; use the relevant sensitive-field permission when shown.

Related guide: View or edit an employee profile.

Clock In is blocked.

Problem: Clock In is blocked.

Likely cause: Clock-in can be blocked outside the allowed shift window or on holidays and weekly offs when exceptional work is not enabled.

Fix — Employee: Follow the message shown in Work Hub. For a missed clock-in, contact your manager.

Fix — Admin: Review the saved work schedule and whether exceptional work is enabled for the day.

Related guide: Clock in, take a break, and clock out.

An attendance correction cannot be requested.

Problem: An attendance correction cannot be requested.

Likely cause: The day shows WINDOW EXPIRED, leave, a holiday, a weekly off, or Payroll Locked; these states prevent self-service correction.

Fix — Employee: For WINDOW EXPIRED or Payroll Locked, contact HR/Admin. Otherwise choose an actionable day in Attendance.

Fix — Admin: Review the day in Attendance Records and use the available correction workflow; locked periods do not allow clock changes.

Related guide: Request and review attendance corrections.

A Pending Approval request has no decision buttons.

Problem: A Pending Approval request has no decision buttons.

Likely cause: Leave decisions are offered to the assigned reporting manager or an organization/super admin; a permission alone does not replace the assignment check.

Fix — Employee: Contact your assigned reporting manager about the pending request.

Fix — Admin: The assigned reporting manager or an organization/super admin can decide it from Leave Requests.

Related guide: Approve or reject leave.

Submit Timesheet is unavailable.

Problem: Submit Timesheet is unavailable.

Likely cause: Submission requires completed attendance, positive working time, and fully allocated hours; Payroll Locked also prevents changes.

Fix — Employee: Complete clock-out, adjust work rows until Fully allocated is shown, and save the draft. For Payroll Locked, contact your manager or Admin.

Fix — Admin: Review attendance or allocations in the authorized workflow; a Payroll Locked day cannot be edited.

Related guide: Save a draft and submit a timesheet.

The task you need is missing from Project Work.

Problem: The task you need is missing from Project Work.

Likely cause: Timesheet task choices follow the selected project and optional release.

Fix — Employee: Select the correct project first, then the matching release if applicable, and choose its task.

Fix — Admin: Check that the task is associated with the intended project and release, or create it from Tasks.

Related guide: How projects, releases, and tasks fit together.

No finalized payslips are available yet.

Problem: No finalized payslips are available yet.

Likely cause: An employee item must be approved and its payroll run must be approved, processed, or paid. An approved item in a draft run is not available to employees.

Fix — Employee: Ask your payroll administrator to check the employee item and run approvals.

Fix — Admin: Review and approve the employee item, then approve the payroll run. Recheck the payslip list after the run status changes.

Related guide: View or download a payslip.

An issued asset is missing from My Assets.

Problem: An issued asset is missing from My Assets.

Likely cause: My Assets lists equipment currently assigned to the signed-in employee.

Fix — Employee: Ask IT or HR to check the asset assignment.

Fix — Admin: In Assets, verify the asset is assigned to the correct employee and review its custody history.

Related guide: View your assigned assets.

A job opening cannot be selected when adding a candidate.

Problem: A job opening cannot be selected when adding a candidate.

Likely cause: Only openings with Open status can be selected.

Fix — Admin: In Current Openings, review the opening status and set it to Open if hiring is proceeding.

Related guide: Manage job openings.

Complete Onboarding is blocked.

Problem: Complete Onboarding is blocked.

Likely cause: Mandatory checklist items remain; required tasks cannot be marked Not Applicable.

Fix — Admin: Complete the mandatory tasks. For document tasks, link the employee document, record its verification status, and mark the required task Completed.

Related guide: Onboarding overview and checklist.

Complete Offboarding is blocked.

Problem: Complete Offboarding is blocked.

Likely cause: Completion requires Settlement, all mandatory tasks, and resolved asset returns.

Fix — Admin: Complete the mandatory checklist, resolve assigned-asset returns, and reach Settlement before selecting Complete Offboarding.

Related guide: Manage employee offboarding.

Create Invoice is unavailable on a quotation.

Problem: Create Invoice is unavailable on a quotation.

Likely cause: The invoice action is available for an accepted quotation.

Fix: If acceptance is confirmed, record it using the quotation’s Accept action, then select Create Invoice. Do not record acceptance before it is confirmed.

Related guide: Create and manage quotations.

The account shows Account on hold.

Problem: The account shows Account on hold.

Likely cause: An overdue unpaid bill can freeze the account.

Fix — Employee: Ask your administrator to settle the oldest outstanding bill; employees cannot pay on the organization’s behalf.

Fix — Admin: Pay the oldest outstanding bill from Account on hold, then select Check again. Contact Support if access is not restored.

Related guide: Failed payments, unpaid bills, and frozen accounts.

Approve Erasure Plan is unavailable.

Problem: Approve Erasure Plan is unavailable.

Likely cause: Approval is blocked while an active hold or blocked item remains.

Fix — Admin: Review the hold and dependency analysis. Release a hold only when appropriate, and resolve blocked items through the displayed review workflow before approval.

Related guide: Data Erasure.