Troubleshoot employee login issues for the mobile apps in Humanforce Cloud WFM

Follow this guide to diagnose and resolve issues preventing employees from logging into the Humanforce Work app using Humanforce Cloud WFM.
This process involves checking employee data, verifying access permissions, and running the Mobile API Sync through Data Exchange to re-sync employee details with the Work app.

Part 1: Review initial troubleshooting steps with the employee

1. Confirm that the employee has completed the standard self-service troubleshooting steps outlined in:
   Troubleshoot login issues in the Humanforce mobile app.
   • This verifies they are using the correct email address and know how to reset their app password.
2. Check if the employee reports any specific error messages.
   • Common app login errors and solutions are listed in the above article.

Part 2: Confirm the employee’s current email address

1. Log in to Humanforce Cloud WFM.
2. Go to Management > Employee > Employee Management.
3. Find and select the employee experiencing login issues.
4. Click Edit to open their profile.
5. In the Personal Details tab, check that the Email field matches the email used for app login.
6. If the field is empty or incorrect, update it and click Apply to save.

After making any email updates, run the Mobile API Sync task in Data Exchange to push the updated information to the app.

Part 3: Check access level permissions

1. Go to Admin > Security Config > Access Levels.
2. Click Edit beside the employee’s assigned Access Level.
3. In the Permissions tab, search for Mobile App.
4. Ensure the Mobile App permission is enabled (ticked).
5. Click Apply Changes.

If this permission is disabled, the employee will not be able to log in via the Work app.

Part 4: Perform a Mobile API Sync in Back Office

This step synchronises employee email data with the Humanforce API for Work app access.

1. In Humanforce Back Office, go to File > Data Exchange.
2. Select the Mobile API Sync (Mobile app employee synchronisation) task.

This quick sync updates all employees currently included in the task’s filters (based on location, department, or access level).

Part 5: Review the Mobile API Sync Data Exchange task settings

If login issues continue after a quick run, review the task configuration to confirm which employees are included in sync.

1. Open Data Exchange.

2. Select the Mobile API Sync task and click Edit.

3. Review the Settings and Filters tabs:

   • Settings: Ensure Enabled and Log Errors are ticked.

   • Filters: Check that relevant locations, departments, and access levels are included.
     If you want all employees to sync, tick All employees.

4. Click OK to save changes.

5. If you modify filters or settings, right-click the Mobile API Sync task and select Run Now to apply updates immediately.

Part 6: Perform a force re-sync through Data Exchange

If employees still cannot log in after completing a standard sync, run a force re-sync to refresh all records.

1. Open Data Exchange and select the Mobile API Sync task.
2. Click Edit.
3. In the Settings tab, tick Force re-sync.
4. Click OK.
5. Right-click the Mobile API Sync task and click Run Now to execute the force re-sync.

Once complete, the system automatically disables Force re-sync to prevent repeated runs.

Ask the employee to use Forgot password in the app to test login. If they receive a reset code, their email is now synced successfully.

Part 7: Perform a manual re-sync through Employee Management

If the force re-sync doesn’t resolve the issue, manually trigger a re-sync for a single employee.

1. Go to Management > Employee > Employee Management.

2. Select the affected employee and click Edit.

3. On the Personal Details tab:

   • Copy the email from the Email field.

   • Paste it temporarily into Email2 (or save it in a text file).

4. Remove the email from the Email field and click Apply.

5. Run the Mobile API Sync task in Data Exchange to remove the user record from the API.

6. Return to the employee’s profile and paste their email back into the Email field.

7. Click Apply again to save.

8. Run the Mobile API Sync task once more to re-add the employee.

Once the re-sync completes, have the employee open the Work app and select Forgot password. They should now receive a verification code and regain access.

Additional information

• The Mobile API Sync connects employee profiles in WFM with Work app user credentials.

• Filters control which employees are sent to the API, review them if login issues are isolated to specific roles or sites.

• Force re-syncs push all included records to the API and are safe to run when required.

• Manual re-syncs are best for single-user issues.

• Avoid running or editing unrelated Data Exchange tasks.

If login issues continue after completing these steps, submit a support ticket through Humanforce Help with full test details and any sync error logs.