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General Trouble-Shooting Issues

Common issues and how to resolve them - if something isn't working as expected, find your issue below and follow the steps.

CHIME APP - GENERAL

⚠️ Receive 'Error Message' when Log In with Mobile Number and PIN

If you are having trouble logging in / error message, this is most commonly caused by a typo in either your mobile number or PIN code.

→ Re-enter both carefully, double-checking each digit before confirming.

If the issue persists, contact your site manager or system administrator to verify that the correct mobile number is registered against your account.

⚠️ Enable Auto-Update on Chime App

Keeping the Chime app up to date ensures you always have access to the latest features and fixes. Follow the steps below for your device type to turn on automatic updates.

iPhone (iOS)

  1. Open Settings on your phone.

  2. Tap your Apple ID (your name/picture) at the top of the screen.

  3. Tap App Store.

  4. Under the Automatic Downloads section, toggle on App Updates.

Android

  1. Open the Google Play Store on your phone.

  2. Tap your profile icon in the top right corner.

  3. Tap Settings.

  4. Tap Network preferences, then Auto-update apps.

  5. Select your preferred option:

    • Over any network — updates automatically on Wi-Fi or mobile data.

    • Over Wi-Fi only — updates only when connected to Wi-Fi.

The Chime app will now update automatically whenever a new version is available.

⚠️ Manual Update the Chime App

If you just want to manually update the Chime App each time - follow the steps below:

iPhone (iOS)

  1. Open the App Store on your iPhone.

  2. Tap on your profile icon or picture in the top-right corner of the screen.

  3. Pull down on the screen to refresh the page and check for the latest releases.

  4. Look for the list of available updates - if Chime App needs an update, press 'update'.

Android

  1. Open the Google Play Store.

  2. Tap your Profile icon in the top-right corner.

  3. Select Manage apps & device.

  4. Look for the "Updates available" section and tap See details.

  5. Tap Update next to Chime App (if it is needing an update)

The Chime app will now update

SIGNING IN & OUT

⚠️ Location not detected despite being within the geofence

Try this:

  1. Open up Google Maps on your phone.

  2. Type in your home address and tap 'Directions'.

  3. Return to the Chime App - it should now detect your location

Also:

  1. Open 'Settings' on your phone

  2. Find the Chime App

  3. Tap Location and enable Precise Location toggle

  4. Return to the Chime app and try again.

⚠️ Sign In button not visible, or app shows 'Retrieving sign in status'

Try this:

  1. Hard close the Chime app.

    • Swipe up from the bottom of your screen to view open apps.

    • Swipe up on the Chime app to close it.

  2. Reopen the app - the Sign In button should now appear.

GENERAL CHIME DESKTOP

⚠️ Issues with date and time not saving as expected

For example, you are selecting a date ie 23/04/2026 but when press save, it saves as 22/04/2026. This can sometimes happen if your browser is not set to UK Time / Date

Try this:

  1. Go to your browser settings

  2. Check the time and date

  3. Set them both to UK time

⚠️ Can't see a button on the screen (that I should be able to)

If you can't see a button or a tab on your screen ie. Export button on the top right, it may well be because your screen is too big and just needs reducing a little.

Try this:

  1. On the top right of your browser, click on the 3 dots (see images below)

  2. Use the '-' button to zoom out.

  3. The button should then be visible.

ONBOARDING

⚠️ Onboarding Tile not appearing on app

You have created your onboarding forms but your team cannot see the onboarding tile. This could be because it has either not been assigned properly or because the individual needs to hard close the app to activate the onboarding tile.

Try this:

  1. Make sure you have assign your forms properly to an individual - see Assigning Onboarding Article here. (NB: To bulk assign onboarding - ie to your whole team / cohorts - talk to support or your CSM and they can do this)

  2. If you have assigned onboarding form to someone on your team who is NOT a new starter, they will need to hard close the app and reopen to activate the onboarding form. To do this, swipe up and reopen the app.

TIME OFF

⚠️ If Business Closures Are Not Syncing to a New Contact

If you have added a new person to your address book and business closures are not automatically applying to their profile, you can manually trigger a re-sync by following these steps:

  1. Go to Time Off and select the Business Closures tab.

  2. Click into the relevant Business Closure day.

  3. In the Impact box, select the 'check' box.

  4. Click Reapply.

This will re-sync and apply the business closure to only all the relevant people who have that policy assigned.

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