Contacting support

Use the Support screen to open help resources, submit a request, or upload diagnostics when support asks for them. This article covers the new Time Portal Mobile app.

Who should I contact?

Ask your supervisor or company administrator about account access, missing jobs or locations, expected hours, incorrect work, and payroll questions. Use Time Portal Support for app errors or technical problems that need investigation.

Open help or submit a request

1. Open the app menu and select Support.
2. Scroll to Help and tutorials for Help center or Watch tutorials.
3. To request assistance, select Submit support request and complete the form that opens.

Opening a request form does not submit it. Complete and submit the form, and follow any confirmation it provides. Online help resources and requests need a connection.

Include useful details

• What you were trying to do, and which screen you were on.
• The exact error message and what happened when you tried again.
• The affected workday and time range, including approval and upload status.
• Your device type and app version, available from the menu's About screen.
• A screenshot when it helps explain the problem.

Do not send your PIN or access code. For upload problems, include the uploaded and remaining counts from Sync details if shown.

Upload diagnostics when requested

1. Connect to the internet and open Support.
2. Under Upload app diagnostics, select Upload diagnostics.
3. Keep the app open and wait for the result.
4. Tell support whether the upload succeeded, and include your request reference if you have one.

Diagnostics upload a snapshot of the app database for investigation. It can include locally stored account and work information as well as diagnostic logs. Use this action when support requests it. Uploading diagnostics does not submit a support request, approve work, or replace syncing your time records.

Location help

The Support screen's Location access section shows the company's GPS requirement and available permission information. Follow its actions or see Enable location access in Time Portal.

Your company's location requirement may differ from another employee's or company's setting.

If you cannot open the app

Contact your supervisor or open the Time Portal Help center in a browser. Explain that you cannot reach the in-app Support screen.

Keep the app and device data intact while unsent work is being investigated. Do not uninstall the app, clear its data, or re-enter work unless your supervisor or support has resolved how to handle the existing records.