Start by checking your internet connection and the message shown in the app. Do not uninstall the app or clear its data while entries are waiting to be sent: locally stored data may be lost.
Data is not updating
Without a connection, some views show information previously downloaded to the device. Not all data can be retrieved or changed offline.
Once connected, use the view’s refresh action or pull down if the view supports it. Also check that the correct organisation and date range are selected.
An entry is waiting for a connection
A pending entry is stored on your device but may not yet be saved in Kelomo. Let the app send pending entries when the connection returns, then check the result.
If the day changed elsewhere while waiting, a queued confirmation may be rejected. Open the current day, review the changes and only then confirm again.
If an entry was rejected for another reason, read the message and resolve the issue. Do not enter the same information again until you have checked what was already saved in Kelomo.
The app asks you to sign in again
Your session may have expired or your access may have changed. Sign in again with the same account. See I can’t sign in.
Do not sign out simply as a troubleshooting step if there are pending entries. First check whether they have been saved in Kelomo.
The app freezes or a feature will not open
Check for an update in the App Store or Google Play. You can also close and reopen the app. Restarting may resolve a temporary problem, but it does not fix a rejected entry.
If the problem continues, tell support your app version, phone operating system, what you were doing and the exact error message. Also mention any pending entries. Do not send passwords or unnecessary personal data.
Push notifications are missing
See Notifications don’t come through. Check both Kelomo’s settings and your phone’s notification permissions.