Occasionally, you may encounter issues when logging into the app or clocking in to a shift. These can happen for a variety of reasons, including connectivity problems, incorrect login credentials, or restrictions related to shifts or client settings.
If you are unable to log in or start a shift, there are several troubleshooting steps you can take to help identify and resolve the issue. The sections below outline common causes and recommended solutions to help you regain access and successfully clock in.
Unable to Log In to the App
Below are some common login issues and recommended troubleshooting steps. If the issue continues after trying these steps, contact Giv Support for additional assistance.
Receiving an “Undefined” Error
Verify that the phone number entered is correct.
Confirm that you completed account setup and created a password using the email sent from [email protected].
Make sure the app is updated to the latest version by checking for updates in the Apple App or Google Play Store.
Try resetting your password.
If the device is shared between multiple caregivers, turn off the biometric login feature.
Contact your admin team to confirm your account status is marked as Active instead of Invited.
Not Receiving a Confirmation Code
Tap Resend code near the bottom of the screen to request a new confirmation code.
Tap Send code to email instead to receive the confirmation code by email rather than text message.
Confirmation Code Not Accepted ("Invalid Code")
Wait 5 minutes, then tap Request code at the bottom of the screen to generate a new confirmation code.
Tap Send code to email instead to receive a confirmation code by email and verify whether the new code is accepted.
If you are logging in on a computer, enter the 6-digit code and select Submit instead of pressing the Return or Enter key.
Receiving an “Unauthorized Access” Error
Locate the account setup email sent from [email protected] and follow the instructions to complete account setup and create a password.
Try resetting your password.
Contact your admin team to confirm your account status is marked as Active instead of Invited.
Unable to Clock In to a Shift
Below are some common clock-in issues and recommended troubleshooting steps. If the issue continues after trying these steps, contact Giv Support for additional assistance.
No Services Available for the Client (“No Budgets Available")
Contact your admin team to confirm the client has an active budget with available units remaining.
If any updates are made, fully close and reopen the app before trying again.
Client Not Showing When Starting an Impromptu Shift
Contact your admin team to confirm the client is assigned to you in your profile.
Contact your admin team to confirm the client has an active budget with available units remaining.
If any updates are made, fully close and reopen the app before trying again.
Scheduled Shift Not Showing
On the Home screen, swipe down to refresh the app.
Contact your admin team to have a scheduled shift added to your schedule.
If any updates are made, swipe down on the Home screen to refresh the app before trying again.
"+ New Shift" Button Not Available
Contact your admin team to update your permissions to enable impromptu shifts.
If any updates are made, fully close and reopen the app before trying again.
If you have any questions:
Contact your supervisor or agency manager
Or email: [email protected]