Troubleshooting & FAQs
Prompts You May See
Section titled “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. |
Safety Briefing Modals
Section titled “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.
Do’s and Don’ts
Section titled “Do’s and Don’ts”- 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.
- 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
Section titled “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. |
Privacy and Location
Section titled “Privacy and Location”- 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.