Common KMR problems and what to do

I can't sign in

Likely cause: wrong profile (Staff or Manager), wrong password or the company has not created the account yet.

1. Check that you chose “Staff (field)” or “Manager”.
2. Use “Forgot your password?”.
3. If it still fails, contact the person in charge at your company: the company issues the account.

“record(s) not sent” appears

Likely cause: the phone had no signal and automatic sending did not finish.

1. Go somewhere with internet.
2. Tap “Send now”.
3. If the item says “stopped: older than 12 hours”, ask your manager to fix the clock-in and tap “Discard”.

The shift does not show in Shifts

Likely cause: the shift is not confirmed yet.

1. Open the Work tab and answer under “Shift confirmations”.

I forgot to check out

Likely cause: “Check out” was not tapped.

1. In the Work tab, tap “Check out”.
2. Tick “I forgot to check out (enter the real end time)” and enter the time.
3. If that does not work, ask your manager to fix it in Attendance.

“Required items missing” or the number is rejected

Likely cause: a field with * is empty, the form changed, or the number has a letter/symbol.

1. Read the item name in the message and fill it in.
2. If the item is not on the screen, close and reopen the screen.
3. Update the app (old versions rejected Japanese-keyboard numbers).

The statement link expired

Likely cause: the signing link is valid for 30 days.

1. Ask for a new one in Messages. Your manager resends it to the portal.

Training does not complete

Likely cause: the video was not watched to the end, the PDF did not reach the last page, or the camera was not allowed for the video.

1. Open the material again and go to the end.
2. For videos, allow the camera in the browser.
3. If it continues, ask your manager to check your progress.

I don't get notifications

Likely cause: notifications are off on the phone or in the Notifications tab.

1. Open Settings → Notifications and turn the categories on.
2. In the phone settings, allow notifications for KMR.

The photo or attachment does not send

Likely cause: no connection, file too large or type not accepted.

1. Answers with photos need internet.
2. Message attachments: up to 10 MB (image, PDF, Word, Excel, CSV, TXT or ZIP).

The app asks me to update

Likely cause: a new version is available, or yours is no longer supported.

1. Tap “Update on Google Play” or “Update on the App Store”. Data and sign-in stay.

Manager: a person is not on the Live map

Likely cause: location not allowed, no work-day button tapped yet, or the store has no position set.

1. Ask the person to allow location and check in.
2. Register the store position.

Manager: an attendance fix does not show on the statement

Likely cause: the statement was generated before the fix.

1. Open the statement and tap “Refresh with current data”.
2. If it was already sent to staff, mark it under review first.

Related questions

• KMR frequently asked questions (staff and free account)
• Manager frequently asked questions
• In-app support, Report a problem, Wiki and What's new