Troubleshooting

Answers to the most common problems: signing in, visibility, balances and notifications.

Why can't I see a page or feature?
- Employee
- Supervisor
- Administrator
Check the selected organisation, enabled features and your permissions.
I can't sign in
- Employee
- Supervisor
- Administrator
Resolve problems with passwords, invitation links, single sign-on and the mobile app's connection.
I can't edit a workday
- Employee
- Supervisor
Find out how to correct a confirmed or approved workday, or a day in a locked payroll period.
I can't confirm a workday
- Employee
- Supervisor
Check required details, entry-type limits and the reason for manual time entries before trying to confirm again.
The flex balance looks wrong
- Employee
- Supervisor
- Administrator
Check missing entries, surplus hours, the opening balance and daily targets if your flex balance does not match.
Notifications don't come through
- Employee
- Supervisor
- Administrator
Check Kelomo's notification settings, delivery times and your phone's notification permissions.
I can't clock in or out
- Employee
- Supervisor
- Administrator
Resolve problems with open sessions, missing details, location and time-clock devices.
Calendar suggestions are missing
- Employee
Check the connected account, sync status and calendar event settings when time suggestions are missing.
Mobile app problems
- Employee
- Supervisor
Check your connection, pending entries, sign-in status and app version.
Days missing from payroll export
- Administrator
- Payroll
Check approvals, existing batches, employee filters and missing details before creating a payroll export.
The invoice did not reach the customer
- Administrator
- Payroll
Check whether the invoice was issued, verify recipient details and review delivery before sending again.
Import rows were rejected
- Administrator
Resolve file and row errors, and check how importing again affects existing records.

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