Envoy Mobile troubleshooting FAQ

Learn about common troubleshooting steps for Envoy Mobile.

Updated over a week ago

Not receiving a confirmation email

  • Check that your email is spelled correctly

  • Check your spam and ensure that [email protected] is not being blocked

  • If the issue still persists, please contact us so our support team can assist

Unable to scan the QR code to sign in

  • You will need to give Envoy Mobile permission to your camera

  • When you first downloaded and opened the app you were prompted to allow permission, if you declined to give that permission you have to go to Settings > Envoy > Camera and toggle on.

  • Once you do that, you will go back to the app, sign in again, and you will see the camera pop up when you click "Scan QR code"

Note: If you don't want to give Envoy camera permissions, you can still log in by going to your email on your phone and clicking "confirm my email".

Signing into "passport" only - not seeing the Employee page

What you see:

  • Seeing this view usually indicates that you are either
    A. Logged into Envoy with an email that does not match the email in the directory
    B. You were removed from the employee directory by an administrator

  • Scenario A - Log out and back in with the correct email address you should then see the Employee page of the app

  • Scenario B - Reach out to your admin team to let them know that you have been removed from the directory so they can add you back. Once added back to the directory, log out and back in to ensure you see the right view.

What you should see:

Not seeing "Reserve and Check-in"

You are not properly in the directory, but you are an admin. You see the right view, but you can't reserve your spot in the workplace. Reach out to your admin team to verify you're in the employee directory.

Seeing the option to reserve a date in the past

If you are seeing Reserve & Check-in with yesterday's date on the card, verify that you are physically in the same time zone as the location you're scheduling for.

  • For example, if you are in California and attempt to Schedule for a New York location, you will schedule for the wrong day.

  • For testing purposes, be sure you're testing a location within your timezone, or adjust your phone's timezone to match the location you're testing.

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