Troubleshooting Common Issues

Running into issues with the mobile app? Below are the most common challenges technicians face and all the ways to fix them.

Select on the titles below to navigate directly to that section of the article:

• What's my account ID (or sub-domain name)?
• The app keeps logging me out!
• I can't log in!
• Why can't I clock in or out of a Job?

What's my account ID (or sub-domain name)?

Your Kickserv admin should provide you with the company's account ID, which you will need to log in. Be sure to save this account ID to reference later.

If needed, you can locate your account ID by using a desktop to access Kickserv.com:

1. Go to kickserv.com, then select LOGIN in the top right corner.

   

2. Input the email address associated with your Kickserv account.

3. Select the Find my account button.

   

4. In the web address bar, you will see https://app.kickserv.com/ACCOUNTID/login. In between "kickserv.com" and "login" is your account ID.

   

The app keeps logging me out!

You may find yourself getting signed out or logged out of the app throughout the day. You are not actually getting logged out, but instead are having to log in again multiple times a day. You can fix this by doing the following: 

iOS

1. Go to your iPhone's Settings and scroll to find the Kickserv app
2. Select Kickserv. You will have a list of permissions enabled for the Kickserv app. Locate Background App Refresh. 

3. Toggle Background App Refresh so that it is no longer green/turned on. This keeps the app from trying to maintain your login session while you travel around in various cell coverage areas.

   

Android

For Android users, the issue is much the same. Though, it is less common and you won't have this same permission available to toggle off. Instead, we recommended avoiding leaving the app running in the background for extended periods of time. 

Swipe up on Kickserv from the running apps menu or use whatever action your device offers to close the app when it is not in use. This will allow it to reload throughout the day without needing a refresh to the login session.

I can't log in!

Here are the most common reasons for a log in issue:

• It's easy to make a typo on a mobile keyboard. Triple-check that you entered everything correctly.
• If you find that you are unable to type into the Account field then you might be on an iPhone or Android with your text set to large. To resolve this, go into your phone's display settings and shrink the font size.
• Username and password are case-sensitive. If your username is "Fred", you will not be able to log in by typing "fred".
• Your username is not usually the same as your email address.
• Some Android devices will automatically capitalize the first letter of your password. Watch for your keyboard to highlight the caps arrow.

Lastly, if you need to reset your password, you can access your Kickserv from a mobile browser on your phone. It has a forgot password function available where the app does not. You can also contact an account admin to have them reset your password for you.

Why can't I clock in or out of a Job?

In order to clock in and out of Jobs, a technician must have certain permissions allowed on their account.

To double check a user's permission status, follow these steps:

1. On a desktop, navigate to Settings —> Manage Users (under Company Settings).
2. Locate the desired user and select the lock icon to the right of their name.
3. Check to see that they have Time entries selected under Create / Modify. This allows a user to clock in and out of a Job. Alternatively, a user with Full permissions (admin mode) will be able to do this and more.

Still having issues with the mobile app? Reach out to our Customer Success Ninjas, and we'll get you back on track (and back to the Jobs) in no time.