Troubleshooting and FAQs
I haven’t received a sign-in email
Section titled “I haven’t received a sign-in email”Check that you’re using your organisation’s app and the exact registered email address. Check spam or junk. Ask your coordinator to confirm your record and status, and the service operator to check email delivery. The backend Email log is not currently exposed in the web app. A generic sign-in response does not confirm that an address has an eligible account. Avoid repeatedly requesting new codes while troubleshooting.
My code or link doesn’t work
Section titled “My code or link doesn’t work”Codes and links expire after 15 minutes. A link works once, and incorrect code attempts are limited. Request a fresh email if needed. Managers may still need the authenticator step after a valid email code or link.
I’ve lost my authenticator
Section titled “I’ve lost my authenticator”Use an unused recovery code if you have one, then follow the replacement setup. If you’ve lost those too, contact your coordinator or support for an identity check. Don’t ask another person to share their account.
A page or button is missing
Section titled “A page or button is missing”It may depend on your status, permissions or an enabled feature. On a phone, check More. An owner can review the feature and your access. Joining a rota team alone does not grant management permissions.
I can’t book a shift
Section titled “I can’t book a shift”Read the eligibility explanation. Check clashes, leave, available places, role clearance and required training or checks. The shift may require a request or a coordinator assignment rather than self-booking. A waiting-list place is not a booking.
My hours have no pay amount
Section titled “My hours have no pay amount”Only Hourly people receive an hourly amount. Ask a manager to check your pay type, the personal/role/standard rate and the Pay from date. Don’t log an attended shift again to create pay.
A leave request has no approver
Section titled “A leave request has no approver”Ask an owner to check your manager and the relevant approval permission and scope. The app does not give someone approval rights just because they are named as a manager.
I can’t sign a document
Section titled “I can’t sign a document”Wait for the full preview, including the final PDF page. Check the agreement box and typed name. Signing stays disabled after a loading failure. Close and reopen it, then contact your coordinator if it still fails.
The page says a save is unconfirmed
Section titled “The page says a save is unconfirmed”Refresh and check whether the change is already present before submitting again. A dropped response can happen after the server has saved the record. Keep any support reference and tell your coordinator what action you were taking.
Does the app work offline?
Section titled “Does the app work offline?”An installed app can show an offline recovery screen, but normal records need a connection to load and save. Reconnect and check the result of any interrupted action. Don’t assume it was saved.
Does it run payroll or pay expenses?
Section titled “Does it run payroll or pay expenses?”It tracks approved hours, amounts and recorded payments. Use your payroll or payment process to move the money, then record payment in the app.
Where do I get more help?
Section titled “Where do I get more help?”Contact your organisation’s coordinator for account details, policy or approval questions. For a service problem, they can contact support@myninetofive.co.uk. Include the action, approximate time and support reference, without sharing private sign-in details.