This issue will usually occur as the result of an incorrectly configured user account. Please follow the guidance outlined below to address any potential misconfiguration.
Has the user been fully configured to use mobile?
Access Evo mobile has the following requirements:
The user must have an active user account in both SelectHR and Access Evo.
The user must have a mobile menu set assigned at either the individual or group level.
The user must have been sent and accepted a mobile invite via Manage Access Evo Invites.
Does the user have the correct Cloud ID in SelectHR and Access Evo?
While it is not currently possible for you to check the Cloud ID in Access Evo, you can check this in SelectHR and provide support with the details to confirm they match.
Log in to the Admin Tool.
Click Import/Export Data.
Click Create an export definition.
Click Select the data to export.
Change the database to SelectSystem.
Log in.
Copy the below SQL:
SELECT
u."User Name",
p."First Name",
p."Surname",
u."Cloud User ID"
FROM "Security"."Users" u
INNER JOIN "HR"."Person Details" p
ON u."Person Number" = p."Person Number"
WHERE p."Surname" = 'REPLACE WITH SURNAME';
In the top left of the data export window, click Options, then Paste SQL from clipboard.
Replace the surname criteria with the surname of the employee experiencing the issue.
Click Data.
Copy the value in the Cloud User ID (single click on it, and then press
Ctrl + Con your keyboard).Raise a new case online and reference the title of this article, including the name of the impacted user and their Cloud ID.
Is the Evo Mobile app up to date?
We recommend checking for updates via the mobile app store relevant to your mobile device.
Alternatively, uninstall the Access Evo mobile app and reinstall it.