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Troubleshooting WorkChat

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Overview

Having trouble with WorkChat? Use this article to help find a solution so you can get back to communicating with your team.

Things to know before you begin

Your employer has the option to turn WorkChat on and off.

WorkChat on the web app

Log into your profile via the web and click WorkChat WorkChat on the toolbar to open WorkChat.

Message staff button or WorkChat is missing

A Message Staff button appears rather than a WorkChat button or the WorkChat button is missing.

Possible cause: WorkChat is disabled for the account

Solutions: 

WorkChat is unresponsive to your click

Clicking the WorkChat button has no response.

 

Possible Cause: Unsupported browser

Solution: Switch to a browser and version we support. For a full list of the browsers and versions supported check out Minimum Requirements.

Possible Cause: Caching problem with web browser

Solution: Clear your web browser’s cache and cookies.

WorkChat on the mobile apps

Tap WorkChat WorkChat on the toolbar of the iOS app or in the Menu button menu on the Android app to open WorkChat.

WorkChat is missing

The WorkChat button is missing on the toolbar of the iOS app or in the Menu button menu on the Android app.

Possible cause: WorkChat is disabled for the account

Solutions: 

“We’ve lost you!” or “Refresh” message appears

Possible cause: Not connected to internet

Solution: Connect to a cellular data network or Wi-Fi.

“WorkChat isn’t available right now” message appears or WorkChat is unresponsive to your tap

Possible causes: Old version of the When I Work app or a caching problem

Solution: Perform a clean install of the app on your device.

  1. Uninstall the When I Work app on your device.
  2. Restart your device.
  3. Reinstall the app and sign in to the When I Work app.

No notifications for new messages

WorkChat is enabled but you are not receiving push notifications from WorkChat.

Possible cause: WorkChat alerts disabled

Solutions: Turn on Alerts in the WorkChat Preferences section. Follow the instructions for the iOS app or the Android app.

Possible cause: Device settings

Solutions: 

“Welcome to WorkChat” screen is zoomed in

Possible cause: Android device’s font and display settings

Solution: Adjust device’s font and display settings.

Updated on May 15, 2019

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