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Troubleshooting and FAQ

Fix the common CleanLog issues fast: a cleaner who cannot log in, a missing clock-in, mobile data that looks out of date, and how to reach support.

Updated

Most day-one issues come down to four things: a cleaner who cannot log in, a clock-in that is missing, mobile data that looks out of date, and not knowing where to send a question. Each has a quick check below. Work top to bottom and you will resolve almost all of them without waiting on support.

Why can’t a cleaner log in?

Start with the invite. A cleaner can only sign in after they were invited and set up and accepted that invite. Open your team list and confirm their status.

  • They never accepted: re-send the invite and have them open the link.
  • They are using the wrong details: they must sign in with the same details from the invite.
  • They are on an old app: have them update to the latest version, see getting cleaners on the mobile app.

If the account shows active and the details match, reset their access from the team list and try once more.

Why is a clock-in missing?

A missing clock-in is usually a shift nobody clocked into, not lost data. Open the cleaner’s schedule for that day and check two things: whether the shift was clocked into at all, and which location it was clocked into. A clock-in on the wrong location is the most common cause of an entry that looks missing.

Once you find it, correct it. You can add or edit a time entry, and the change is logged on the record so the audit trail stays clean. That correction then flows into the payroll-ready timesheet without re-keying anything.

Why is mobile data out of date or not syncing?

The mobile app syncs when the phone has a connection, so stale data almost always means a sync that has not run yet. Walk the cleaner through these steps in order:

  1. Confirm the phone is online, on cellular or wifi.
  2. Pull down to refresh the screen.
  3. Fully close the app and reopen it to force a fresh sync.
  4. Confirm they are on the current app version, then check again.

If the data is still wrong after a clean sync, it is a data issue, not a sync issue. Check the record on the web app to see the source of truth, then contact support with the specifics.

How do I contact support?

Email [email protected] or use the contact form. To get a useful answer on the first reply, include the location, the cleaner, and the date and time involved. That is usually enough for us to find the exact record. Operators on every plan get support; there is no premium support tier to upgrade into.

Where to go next

New here? Start with Welcome to CleanLog. Moving off spreadsheets? See migrating from spreadsheets.

Frequently asked questions

A cleaner cannot log in. What do I check?
Confirm they were invited and accepted, and that they are signing in with the same details from the invite. Re-send the invite from your team list if they never accepted, then have them open the latest app version.

A clock-in is missing from the timesheet. Where did it go?
It is almost always a shift that was never clocked into, or a clock-in on a different location than expected. Check the cleaner's shift for that day and the location it was assigned to. You can add or correct the entry, and the edit is logged on the record.

The mobile app shows old data or will not sync. How do I fix it?
The app syncs when it has a connection. Make sure the phone is online, pull to refresh, and confirm the cleaner is on the current app version. If it still looks stale, fully close and reopen the app to force a fresh sync.

How do I contact CleanLog support?
Email [email protected] or use the contact form at /contact. Include the location, the cleaner, and the date and time involved so we can find it on the first reply.

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