When something does not work

The app is locked

A trial has ended, or a subscription or payment has stopped. Only the owner can solve this, and if your organization is suspended, mail us. Read what happens then.

I can't see my shift

• The shift may still be a draft. By default people see a shift once it is published.
• You may not be assigned to that job calendar. Your admin can add you directly, through a smart group or through a job.
• With several calendars, pick the right one under Select a calendar.

My invitation does not arrive or the link does not work

• Check your spam folder, and check with your admin that they used the right address.
• The link works for a limited time; the email says how long. After that, the page itself offers Send new link.
• An admin can send the invitation again. The old link then stops working.

I forgot my password

1. 1Open the login page and choose Forgot password?.
2. 2Enter your email address.
3. 3Follow the link in the email and choose a new password.

No email? An admin can use Reset password on your profile.

I can't see a form

• The form may not be assigned to you.
• It may not be published yet, or it may be scheduled for later.
• You may have submitted it already while filling it in again is off. Look under Submitted.
• It may be archived.

My leave balance is empty or looks wrong

• A balance for a new policy appears after the nightly run.
• You may not be assigned to the policy.
• Your balance is your allowance minus approved and pending leave this year. Admins see this as Balance left.
• An admin can correct a balance.

My time-off request is refused

• You asked for more than your balance, and the policy does not allow a negative balance or you reached its limit.
• The policy asks for more notice. Check the Minimum advance notice with your admin.

My hours are wrong

• If you were clocked out automatically, the end time is your start time plus the limit of your clock. The app then asks Confirm your end time. Choose The automatic time is right or Send correction. That question expires after 7 days.
• Otherwise, ask your admin to correct the hours.
• An approved period has to be reopened first.

I am not getting notifications

• Check Notifications in your profile.
• Check that your phone allows notifications from the app.
• Your organization can turn a kind of notification off for everyone. Ask your admin.

A button from a guide is missing

• Your role or rights may not include it.
• Your organization may have turned that part of the app off.
• Some things work on the web only. The guides say so where it applies.

Does Celtucom work without internet?

Clocking in and out does: your actions are saved on the device and sent when you are back online. On the phone that goes for sending forms too.

Which devices does Celtucom run on?

On iPhone, on Android and in a web browser.

Do archived people count toward my subscription?

No. Everyone who is not archived counts, including people who have not accepted their invitation yet.