Scenarios:

  1. You are having trouble with the Enrolmy for Providers app and need to know how to fix your issue

This document assumes the following:

  • You have an active Enrolmy account

  • You have downloaded and installed the Enrolmy for Providers app

Troubleshooting the Enrolmy Mobile Phone App

If you run into a problem/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 all updates for your device are up to date.

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

6. Ensure children are not on waiting lists, marked present, or any other anomaly.

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

If you see any of the following or have issues similar, 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 Attendee’s List

  • Make sure you are checking the corresponding days with that of the attendance screen on the desktop

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

  • A user's phone is out of date.

 

For any of the above or other issues you have encountered that have NOT been resolved with the following methods, then please raise a support ticket with our Customer Support Team. Please see ways to contact Customer Support here: https://helpcentre.enrolmy.com/entkb/How-Do-I-Get-Support-from-Enrolmy%3F.1954415194.html

 

Awesome! You now know how to troubleshoot the mobile app. 

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