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Common Issues

Quick solutions to frequently encountered problems in Olympus Cloud.

Login & Authentication Issues​

Can't Log In​

Symptoms: Error message when trying to log in, or the page refreshes without logging in.

Error MessageCauseSolution
"Invalid credentials"Wrong email or passwordReset password
"Account not found"Email not in systemContact your admin
"Account deactivated"Admin disabled accountContact your admin
"Session expired"Idle timeoutLog in again
Account Lockout

After 5 consecutive failed login attempts, your account is temporarily locked for 15 minutes. If you are locked out, wait and try again, or use "Forgot Password" to reset your credentials.

Troubleshooting steps:

  1. Verify your email address - Check for typos
  2. Reset your password - Use "Forgot Password" link
  3. Clear browser data - Delete cookies for olympuscloud.ai
  4. Try incognito mode - Rules out browser extensions
  5. Contact your admin - They can verify your account status

Forgot Password​

  1. Go to the login page at app.olympuscloud.ai
  2. Click Forgot Password
  3. Enter your registered email address
  4. Check your email (including spam folder)
  5. Click the reset link (valid for 24 hours)
  6. Create a new password (minimum 8 characters, one number, one special character)
Email not arriving?
  • Check your spam/junk folder
  • Add noreply@olympuscloud.ai to your contacts
  • Ask your admin to verify your email is correct in the system

Two-Factor Authentication (2FA) Issues​

Lost access to authenticator app​

  1. Click Need help? on the 2FA screen
  2. Enter one of your backup codes (if saved)
  3. If no backup codes, contact your administrator

2FA codes not working​

  • Check your device time - Must be accurate (enable automatic time sync)
  • Try the previous/next code - Codes rotate every 30 seconds
  • Regenerate 2FA - Have your admin reset it, then re-enroll

Set up 2FA on a new device​

  1. Go to Profile → Security → Two-Factor Authentication
  2. Click Reconfigure 2FA
  3. Enter your current 2FA code to verify
  4. Scan the new QR code with your new device
  5. Save new backup codes in a secure location

Mobile App Issues​

App Won't Open or Crashes​

iPhone:

  1. Force close: Swipe up from bottom, swipe the app off screen
  2. Restart your iPhone
  3. Check for app updates in App Store
  4. Delete and reinstall the app

Android:

  1. Force stop: Settings → Apps → Olympus Cloud → Force Stop
  2. Clear cache: Same location → Storage → Clear Cache
  3. Restart your phone
  4. Check for updates in Play Store
  5. Uninstall and reinstall if needed

Location Services Not Working​

Location is required for clock-in verification at some organizations.

iPhone:

  1. Go to Settings → Privacy → Location Services
  2. Find Olympus Cloud and select While Using the App
  3. Ensure Precise Location is enabled

Android:

  1. Go to Settings → Apps → Olympus Cloud → Permissions
  2. Select Location → Allow only while using the app
  3. Enable Use precise location

Still not working?

  • Move to an area with better GPS signal (near windows)
  • Disable "mock locations" in developer options
  • Check if VPN is interfering

Notifications Not Appearing​

Check app notification settings:

  1. Open the Olympus Cloud app
  2. Go to Profile → Notifications
  3. Enable the notifications you want

Check device notification settings:

iPhone:

  1. Settings → Notifications → Olympus Cloud
  2. Enable Allow Notifications
  3. Enable Sounds and Badges

Android:

  1. Settings → Apps → Olympus Cloud → Notifications
  2. Enable All notifications
  3. Disable battery optimization: Settings → Battery → Olympus Cloud → Don't optimize

App Running Slowly​

  1. Update the app to the latest version
  2. Clear app cache (Android: Settings → Apps → Storage → Clear Cache)
  3. Check storage space - Free up at least 500MB
  4. Restart your device
  5. Check internet connection - Try on WiFi vs cellular

Schedule & Shift Issues​

Schedule Not Showing​

Possible causes:

CauseSolution
Wrong date rangeAdjust the date filter
No shifts assignedContact your manager
Not assigned to departmentAsk admin to check assignments
Cache issuePull down to refresh

Steps:

  1. Pull down to refresh the schedule
  2. Check you're viewing the correct week/month
  3. Try logging out and back in
  4. Contact your manager if still missing

Shift Swap Not Working​

Prerequisites for shift swaps:

  • Shift swaps must be enabled at your location
  • You need an eligible coworker to swap with
  • Swaps may require manager approval

Common issues:

  1. "No eligible employees" - Check if coworker has the same role/skills
  2. "Swap request expired" - Requests expire after 48 hours
  3. "Overlapping shift" - Can't swap into a time you're already scheduled
  4. "Pending approval" - Wait for manager to approve

Can't Pick Up Open Shifts​

Requirements:

  • You must have the required role/skills
  • You can't exceed weekly hour limits
  • You can't have scheduling conflicts
  • Some shifts may be restricted to certain employees

Time Clock Issues​

Can't Clock In​

Error: "Not at work location"

  • Move closer to your work location
  • Check that location services are enabled
  • Contact your manager - the geofence may be too small

Error: "Not scheduled"

  • Check your schedule for today
  • You may need manager approval for unscheduled clock-ins
  • Contact your manager

Error: "Already clocked in"

  • You may have forgotten to clock out previously
  • Contact your manager to fix the duplicate entry

Clock In/Out Time Wrong​

If your time entry shows the wrong time:

  1. Don't clock in/out again - this creates duplicates
  2. Contact your manager immediately
  3. They can edit the time entry in the manager portal
  4. For repeated issues, check your device's time zone setting

Missing Time Entries​

If a clock-in or clock-out didn't save:

  1. Check your timesheet in the app under Time → History
  2. If missing, note the actual times you worked
  3. Contact your manager to add a manual entry
  4. Provide context (weak signal, app crash, etc.)

Team Chat Issues​

Messages Not Sending​

  1. Check internet connection - Try loading another page
  2. Check message size - Files over 25MB won't send
  3. Try again later - Temporary server issue
  4. Update the app - Old versions may have bugs

Not Receiving Messages​

  1. Check notification settings in the app
  2. Check Do Not Disturb isn't blocking
  3. Check channel membership - You may have left the channel
  4. Refresh the conversation - Pull down to sync

Can't Join a Channel​

  • Private channels require an invitation from a member
  • Department channels require being assigned to that department
  • Archived channels cannot be joined

Contact your manager if you need access to a specific channel.

Reports & Data Issues​

Report Not Loading​

  1. Reduce date range - Large reports take longer
  2. Check filters - Conflicting filters may return no data
  3. Try a different browser - Chrome works best
  4. Export instead - Download as CSV if viewing times out

Data Looks Incorrect​

Before reporting a data issue, check:

  1. Date range - Is it set correctly?
  2. Filters - Are employees/departments filtered?
  3. Status filters - Are you including pending/rejected items?
  4. Time zone - Data is shown in your location's time zone

If data still seems wrong:

  1. Note the specific discrepancy
  2. Take screenshots
  3. Contact support with details

Export Not Working​

CSV/Excel exports:

  1. Check your browser's download settings
  2. Look in your Downloads folder
  3. Disable popup blockers for olympuscloud.ai
  4. Try a different browser

PDF exports:

  1. Allow popups for the site
  2. Check if PDF opened in a new tab
  3. Try right-click → Save As

Browser & Web Issues​

Page Not Loading Properly​

  1. Hard refresh: Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
  2. Clear cache: Browser settings → Clear browsing data → Cached images and files
  3. Try incognito mode: Rules out extensions
  4. Disable extensions: Especially ad blockers
  5. Try another browser: Chrome is recommended

Features Missing or Broken​

Some features require specific permissions or plan tiers:

  1. Check your role - Some features are manager/admin only
  2. Check your plan - Premium features may not be available
  3. Browser compatibility - Use a supported browser
  4. Update browser - Old versions may have issues

Supported Browsers​

BrowserMinimum VersionNotes
Chrome90+Recommended
Firefox88+Fully supported
Safari14+Fully supported
Edge90+Fully supported
Internet Explorer❌Not supported

Integration Issues​

Payroll Integration Not Syncing​

  1. Check integration status in Settings → Integrations
  2. Review error logs for specific issues
  3. Verify credentials haven't expired
  4. Check employee mapping - Are all employees linked?
  5. Contact support with the sync error message

Calendar Sync Not Working​

Google Calendar:

  1. Go to Profile → Integrations → Google Calendar
  2. Click Reconnect to refresh authorization
  3. Check that the correct calendar is selected

Outlook/Office 365:

  1. Go to Profile → Integrations → Outlook
  2. Verify your Microsoft account is connected
  3. Check Outlook permissions for the app

Account & Profile Issues​

Can't Update Profile Information​

  • Some fields are admin-only (name, employee ID, department)
  • Contact your admin to update restricted fields
  • Email changes require verification

Account Showing Wrong Location​

  1. Check your location assignment with your admin
  2. If you work at multiple locations, make sure the correct one is selected
  3. Location affects your schedule view and clock-in permissions

Performance Issues​

Olympus Cloud Running Slowly​

On web:

  1. Clear browser cache and cookies
  2. Close unnecessary browser tabs
  3. Disable browser extensions
  4. Try a different browser

On mobile:

  1. Close background apps
  2. Free up storage space
  3. Restart your device
  4. Update the app

Still slow?

Getting More Help​

Before Contacting Support​

Gather this information:

  1. Your email address (account identifier)
  2. Screenshot of the error message
  3. Steps to reproduce the issue
  4. Device and browser information
  5. When it started happening

Contact Methods​

MethodBest ForResponse Time
Help CenterSelf-serviceImmediate
In-app chatQuick questionsUnder 1 hour
Email support@olympuscloud.aiDetailed issuesUnder 24 hours
Phone (Enterprise only)Urgent issuesImmediate

Check System Status​

Before reporting an issue, check if there's a known outage:

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