Troubleshooting

1. Access & Login Issues

Didn’t receive verification or OTP email?

Check your spam or junk folder.
Make sure your email domain is correct and allowed by your company’s IT.
If you still haven’t received it, ask your Account Manager to resend the invitation.

Verification link expired or invalid?

Links are valid for 24 hours. Request a new one from your company’s Geo-Cx admin.

“Email already registered” message?

This usually means your company created a duplicate account. Ask your admin to assign you to the existing company instead of creating a new one.

2. Mobile App Problems

App not syncing or showing old data

Swipe down to refresh, or log out and back in.
Confirm you have an internet connection.
Check App version (latest from App Store or Play Store).

GPS or camera not working

Allow Geo-Cx permission to access your location and camera.
On iOS: Settings → Geo-Cx → Enable “Precise Location.”
On Android: Settings → Apps → Geo-Cx → Permissions → Allow all the time.

App freezes after punch in/out

Close and reopen the app.
If the issue repeats, uninstall and reinstall to refresh cache.

3. Timesheet & Attendance

My timesheet is pending or not approved

Foreman and Construction Manager approvals are required.
If no validation occurs after 24 hours, the system sends it to CM automatically.

I forgot to punch out

Ask your Foreman to add a manual entry in the Timesheet Report.
The app will automatically calculate total time once closed.

Overtime not calculated correctly

Regular hours are capped at 40 per week; anything above is moved to Overtime.
If totals look incorrect, contact your CM to review punches.

4. GPS & Job Site Location

App says “You are outside the job site”

Ensure your GPS accuracy is below 10m.
Move closer to the site perimeter and try again.
Verify that the site’s geofence is correctly defined by your admin.

My GPS location is not updating

Make sure location services are ON.
Disable battery saver mode, as it may restrict background GPS updates.

5. Resource Management

I can’t add or invite new team members

Check your available licenses (Foundation, Framework, or Full-Scale plan).
Only Company Admins can invite new users.

Invitation email expired or not received

Re-send the invite from the Admin Dashboard.
Remind the user to open it within 24 hours.

Role permissions not updating

Log out and back in to refresh permissions.
Confirm the correct role (CM, Foreman, Technician) is selected under the company settings.

6. Projects

Project not visible on mobile

Confirm you are assigned to the right project.
Pull to refresh the project list in the app.

Task status not syncing or showing incorrectly

Make sure you have internet access.
Updates appear instantly when the device reconnects online.

7. Reports & Data Exports

Report not loading or missing data

Double-check the date range and project filter.
If exporting, wait a few seconds for the file to generate.

Time or data mismatch in export

Verify your timezone in account settings.
If still inconsistent, contact Support with project name and date range.

8. Subscription & Billing

Upgrade not applied after payment

Log out and back in.
Check your plan under “Subscription Details.”
If still incorrect, reach out to support@geo-cx.com.

9. Integrations (Smartsheet, Power BI, API)

Smartsheet data not syncing

Reconnect your Smartsheet account in the Integrations tab.
Verify that your access token hasn’t expired.

Power BI dashboard not refreshing

Confirm your data gateway is online.
Update credentials if using a service account.

API key expired

Regenerate a new key under Admin → API Settings.

10. Safety Forms

Inspection form not opening or freezing

Ensure your internet connection is stable.
Clear browser cache or restart the app.

11. Browser & Device Compatibility

Page layout broken or buttons missing

Use Google Chrome or Microsoft Edge.
Clear cache (Ctrl + F5) and reload.

Form not saving

Ensure all required fields are filled.
Try disabling browser extensions temporarily.

12. When to Escalate to Support

If the issue persists after the above checks:

Take a screenshot of the error.
Include your company name and module (Timesheet, Resource, GPS, etc.).
Send to support@geo-cx.com or use the Support button in the app.

Our support team follows a three-tier process:

Tier 1: Identify issue and reproduce.
Tier 2: Validate configuration and permissions.
Tier 3: Developer escalation for backend or API issues.

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