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Troubleshooting the Enrolmy for Provider App.

Troubleshooting the Enrolmy for Provider App

If you run into a problem or have an issue, try these steps to resolve it:

  1. Log out and in again

  2. Restart your device

  3. Uninstall and reinstall the app

  4. Ensure that the app is up to date

  5. Ensure that your device’s operating system is up to date

  6. Ensure all updates for your device are up to date

  7. Ensure all staff are assigned to the activities they should be

  8. Ensure attendees are not on waiting lists, marked present, or any other anomaly

  9. Ensure you are in the correct activity and the tabs match the desktop display for all activities, current or future

If you see any of the following or have similar issues, follow these problem-solving techniques first before contacting us.

Issue

Steps to Resolve

Additonal Information

Server Error

  • Log out of the app and log back in

No Activities Showing

  • Ensure the staff member is assigned to the activity

  • Check you are in the correct tab the app displays as the desktop version, showing all activities, current and future

https://helpcentre.enrolmy.com/entkb/How-To-Assign-Staff-To-Activities.1954513957.html

Names Missing from Attendees List

  • Make sure you are checking the corresponding days with that of the attendance screen on the EMY Provider Portal

  • Ensure you are in the correct activity

https://helpcentre.enrolmy.com/entkb/The-Menu-Tab-on-the-Mobile-App.1954382837.html#TheMenuTabontheMobileApp-1.HowToCompleteAttendanceReconciliation

Attendees Previously Signed Out have Reappeared as Not Signed Out

  • Log out of the app and log back in

https://helpcentre.enrolmy.com/entkb/How-To-Login-on-the-Mobile-App.1954381939.html

Sign-in and Sign-out Time Showing Incorrectly 

If you are seeing incorrectly time-stamped data in Enrolmy, then this could be caused by the following reasons:

  • Daylight savings

  • Users travelling (or previously traveled) and not readjusting their timezone settings on their device

  • User's phone is out of date

Not able to log in

If you're unable to log on to the Enrolmy for Providers or Enrolmy Sign In Kiosk apps, it could be because the WiFi you are connecting to uses a Firewall.


If the WiFi at your site uses a Firewall, you may need to add exceptions for Enrolmy domains before our apps can be used on site. Ask the administrator of the Firewall to add the following Enrolmy domains to their Firewall list of approved domains.


Ideally, a wildcard should be used such as:
*.enrolmy.com
If that is not possible, to make full use of the mobile apps these domains will need to be opened:
api.enrolmy.com
login-api.enrolmy.com
and {your-minisite-slug}.enrolmy.com

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For any of the above or other issues you have encountered that have NOT been resolved with the following methods, please raise a support ticket with our Customer Support Team with the following information:

  1. Detail of the issue with corresponding screenshots

  2. Email used to login

  3. App version (can be seen within the login page)

  4. Device make and model

  5. Device OS version

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