Troubleshooting sign-in problems

If you cannot sign in to the new Time Portal Mobile app, check the sign-in method, device setup, and message shown before trying again.

Check which sign-in method is displayed

Sign-in screen showing Phone number, Access code, Log in, and Switch to PIN login.

Phone number and Access code: use the account information supplied by your employer. The phone number must contain ten digits and the access code four digits.
PIN: use the four-digit PIN set for your account on this device.

Use the switch below Log in to change methods. Your local PIN and employer-provided access code are separate; do not assume they are the same number.

My PIN is not recognized

Check that you are using the same device where you created the PIN.
Enter all four digits and select Log in.
If it still fails, select Switch to Access code login and use your phone number and access code.

After signing in, use the menu's PIN option to set a replacement. If the app says a new PIN is already in use, choose another one. Accounts on the same device must have different PINs.

My phone number or access code is rejected

Check the phone number and access code with your company administrator, including whether they belong to the account you intend to use. Do not use another employee's account to bypass the problem.

Connect to the internet for a first sign-in or when the app needs to verify your account online. If your details are correct but the error continues, include the exact message when requesting help.

The app says there is no connection

First sign-in on a device and the initial company download need an internet connection. Connect and complete setup. A new installation cannot use a PIN or downloaded information from another installation.

An account that already completed setup on this device can sign in offline using its saved information. If offline sign-in fails, confirm the device and account, then reconnect when possible.

Sign-in succeeds, but setup cannot finish

Example of a connection failure in Sync, showing No internet connection and Try again.

This screenshot shows an established account's incomplete sync. A first-time account instead needs to finish setup before it can start working.

Read Sync details, check the connection, and select Try again. Successful authentication alone does not complete the initial download.

The app says I do not have mobile access

Contact your company administrator to check your account's mobile access. If the app says your assigned mode is not yet available, ask your supervisor which app you should use. Changing your PIN does not change account permissions.

Sync is already running

Wait for the current attempt to finish before signing in or switching accounts. Then try again.

Keep unsent work safe

Do not uninstall the app or clear its data while it contains unsent records. If Home opens under the wrong account, stop before recording work and sign in to your own account.

If you cannot reach the in-app Support screen, contact your supervisor or use the Time Portal Help center. Do not include your PIN or access code in a support request.