Troubleshooting & FAQ

Something not working as expected? Find your problem below. Most can be fixed in a minute without calling anyone; where you do need help, it says who to contact.

I forgot my screen PIN

Your password always gets you past the lock.

On the locked screen, select Sign out and use password.
Sign in again with your staff number or email and password.
Set a new PIN in Profile › Security › Screen PIN: select I forgot my PIN - use my password, type your password, then the new PIN twice, and select Change PIN.

Full steps: I forgot my PIN.

I forgot my password

You know your work email: on the sign-in page select Forgot password? and follow the emailed link.
You don’t know your email, or can’t open it: select First time here? Find your account and confirm your staff number, date of birth and phone number.

Both are explained in Find your account & reset password.

I’m locked out

“Too many sign-in attempts”: Wait the number of minutes shown (up to an hour), then try again slowly. Check Caps Lock.
“Too many attempts” on Find your account: The same: wait, then check your details against your ID card or payslip.
“Too many attempts” on the PIN screen: Select Sign out and use password. See I forgot my screen PIN.
Details never match: If your staff number, date of birth or phone number on record is wrong, Find your account cannot work. Contact HR to correct your record, or ask your ICT unit to reset your password.
Your account was switched off: Sign-in says the details don’t match even when they are right. Only an administrator can switch it back on: contact your ICT unit.

When an administrator resets your password, you sign in with the temporary password they give you and choose a new one straight away (see First-time setup).

The menu only shows what you are allowed to use, so two people in the suite can see very different menus. An item may be missing because:

Your role doesn’t include it. Each menu item needs a permission. For example, Payment Vouchers is only for finance staff, and Users only for HR and administrators. Compare with Roles at a glance.
The module is switched off. Administrators can turn whole parts of the suite off for everyone in Settings › Modules. Then nobody sees it, and a saved link to it won’t open.
It has a different name here. Your organisation may have renamed it. For example Approvals is called My Desk, and Memos is Memos & Circulars. See the Glossary. Press Ctrl + K and type what you are looking for.
The menu is closed. On a phone or narrow window, tap the panel icon at the top left to open it.
Your access has just changed. Reload the page, or sign out and in again, so the menu picks up your new permissions.

If you need something for your job that you can’t see, ask your head of unit to request access from your ICT unit. Say which page or action you need, not which role you want.

If a link someone sent you just takes you back to the home page, it is the same reason: your role doesn’t include that page, or the module is switched off.

Notifications are not arriving

Nothing in the bell: Reload the page. If still nothing, maybe nothing has happened that concerns you. Check Notifications with the All filter.
No pop-up alerts on the computer: Open Profile › Notifications. If This browser says “Blocked in this browser”, allow notifications for the suite in your browser’s site settings and reload. If it says “Not yet allowed”, select Allow.
Some kinds never arrive on the device: In Profile › Notifications, check Push to my devices is on and the switch for that kind (for example Approval requests) is on.
Alerts stop when the browser is closed: Browser alerts need the browser running. Where your organisation offers it, subscribe the ntfy app to the address in Desktop and phone push (ntfy).
Windows or phone “do not disturb”: Focus / do-not-disturb modes hide all alerts. Check your device settings.

More: Alerts on your computer and phone.

My request seems stuck

Open the request from Requests and look at its status and approval timeline. It shows which step (level) it is waiting at and who holds it.
If the status is “Returned for correction”, it is waiting on you. Read the comment, correct the request and resubmit it. See If your request is returned.
If it is “In progress”, the person at the current step has not decided yet. Remind them politely, quoting the reference number. A request that has not moved for several days is flagged as critical on the approvers’ desks.
If the approver is away or has left, tell your head of unit and your ICT unit, quoting the reference number, so the approval route can be checked.
If you no longer need it, select Withdraw on the request page (only while it is still open).

My name, phone number or date of birth is wrong

These come from your HR record. Once you finish first-time setup, your phone number on record and date of birth are locked, and you cannot change your name, staff number or email yourself.

Contact HR with the correct details (and proof if they ask). They update your record, and the change is audited.
You can change your second phone number, WhatsApp number, photo and signature yourself in Your profile & settings.
Wrong unit or head of unit? That is also HR (or an administrator), because it changes who approves your requests.

Who to contact

Problem	Contact
Wrong personal details, unit or position; staff number problems	HR
Can’t sign in after trying the steps above; account switched off; access to a page or module; errors in the suite	your ICT unit
A request waiting on someone	The approver at that step, then your head of unit
What a form or request type should contain	The office that owns that request (for example Stores, Finance)

When you report a problem, include: what you were trying to do, the page address, the exact message on screen, the reference number if there is one, and a screenshot if you can.