Troubleshooting

Look for the problem you’re seeing below. Each one includes the exact message CrewProof shows.

The Start Shift button is greyed out

START SHIFT is the button on the mobile app’s login screen, not the button that starts a job — a common mix-up.

• If it’s the login screen: fill in all three fields — Company Code, Phone Number, and Access PIN — before tapping it. Missing a field triggers a message like “Please enter your Company Code.”
• If you mean the button that starts a job: that’s actually Start Job, shown after you tap a pending job. See A cleaner says they’re on site but can’t start the job below.

My cleaner can’t log in

The mobile app shows the exact reason in an alert titled Login Failed:

• “Invalid credentials” — the Company Code, phone number, or PIN don’t match. Check all three in the Cleaners page of the admin panel and make sure they were typed exactly.
• “Organization is not active” — your CrewProof account itself isn’t active. Contact support.
• “User account is inactive” — that cleaner’s account has been turned off. Reactivate them from Cleaners in the admin panel.

A job shows as missed but the work was done

Today, CrewProof never sets a job to Missed automatically or manually — see Job statuses explained. If a job looks wrong, the more likely story is that the cleaner did the work but forgot to tap Start Job and FINISH JOB in the app, so it’s still sitting in Pending with no photos attached. There’s currently no way to manually mark a job completed after the fact from the admin panel — the fix is reminding your team to always clock in and out through the app, every visit.

Photos aren’t uploading

Photos upload as they’re taken, which needs a working connection. If a cleaner is somewhere with weak or no signal:

• Have them move to a spot with signal — a doorway, a stairwell, the parking lot — before taking the photo.
• Confirm they’re using the in-app camera button, not trying to attach a photo from their gallery (that’s not supported — see Taking proof photos).

I can’t finish a job

FINISH JOB stays disabled until at least one proof photo has been taken. If a cleaner tries to finish without one, the app blocks it — this matches the rule enforced by CrewProof itself: “Cannot finish job without at least one evidence photo.” Take a photo first, then try again.

A cleaner says they’re on site but can’t start the job

The app blocks the job with an alert like “Cannot Start Job”, showing how far away they are and the site’s required radius — for example, “You are too far from the job site. Please move closer.” Two likely causes:

• The geofence radius is too tight for the size of the building. See Sites and the geofence.
• The site has no location saved at all, which shows a different message: “Site location not configured. Please contact your manager.” Edit the site in the admin panel and set its map pin.