# Troubleshooting & FAQs

## Prompts You May See

| Prompt | What it means |
| :--- | :--- |
| **Liveness Verification** | A quick selfie to confirm who is using the app - at check-in or when requested by your manager. |
| **Location Request** | Sends a single GPS point when asked. This is **not** continuous tracking. |
| **Extended Hours** | Appears when you have not confirmed check-out. You can choose **Check Out** or **Continue Working** (a late-checkout reason is required). |
| **My 6-digit login code has expired** | Your code no longer works. Contact your manager to receive a new 6-digit code. |

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## Safety Briefing Modals

When completing your briefing acknowledgement before check-in, you will see one of two modals:

**Safety Briefing Acknowledgement**

Shows a green check and a short confirmation statement. Slide to confirm to record your acknowledgement and mark the item as complete. You will then be able to proceed to check-in once all other requirements are met.

**Safety Briefing Not Completed**

Shows a red X and a reminder to complete the briefing and inform your manager. Slide to confirm to record that it is not yet complete. Check-in will remain locked until this is resolved and you will be required to inform your manager.

:::tip
You must also be physically inside the session radius. Walk toward the site if you are outside the session boundary and confirm your check-in status once inside.
:::

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## Do's and Don'ts

### Do

- Use **Check-In**, **Start Break**, **End Break**, and **Check-Out** every shift.
- Respond to prompts quickly so your time is recorded correctly.
- Keep your phone charged and your data or Wi-Fi on during shifts.

### Don't

- Ignore the +15-minute end-of-shift prompt.
- Forget to **End Break** - it affects payroll.
- Uninstall the app without informing your manager or supervisor.

---

## Troubleshooting

| Problem | Solution |
| :--- | :--- |
| **Cannot find the email or code** | Check your Spam or Junk folder and search for "CSP Connect". |
| **6-digit code does not work or has expired** | Contact your manager to request a new code. |
| **Google Play will not open the app** | Ensure your associated AXLR8 Gmail account is the **default** account in the Google app. Alternatively, use the APK Direct Download guide. |
| **APK install blocked by device** | Enable **Install unknown apps** for your browser in your device's privacy settings, install the APK, then turn the setting off if your policy requires it. |
| **App is slow or encountering network errors** | Move closer to a Wi-Fi access point, toggle aeroplane mode off and on, or try using your mobile data if permitted. |
| **Cannot check in** | Confirm the correct site and time, ensure location services are on, and stand within the event radius. |
| **"Fake location detected" error** | Disable any mock location apps and turn off developer mode location overrides on your device, then try again. |
| **Check-in button is still locked** | Confirm your briefing acknowledgement and face verification are both complete, then step fully inside the green zone on the map and wait a moment for the location banner to update. |
| **Accidentally checked out early** | Inform your manager or supervisor immediately so they can correct your attendance record. |

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## Privacy and Location

:::note
This section applies to events where live tracking is off.
:::

- Some events run with **live tracking off**.
- In those events the app may ask for a **one-time location** at check-in, check-out, end break, or when a manager requests it.
- A one-time location only occurs when you accept the prompt; it does **not** continuously track your movement.
- Liveness verification selfies are used only to confirm who is using the app at that moment. No biometric templates or facial recognition models are stored.