Overview

This guide is for managers and administrators who are responsible for:

• Adding or inviting employees to Roubler
• Tracking and managing employee onboarding
• Helping employees log in and access the system
• Resolving common onboarding and login issues before contacting Roubler Support

It explains how to:

• Add or invite employees using all available methods (new hires, bulk import, draft employees, and rehires)
• Track employee onboarding statuses and progress
• Fix common onboarding problems such as missing invites or deactivated onboarding flows
• Resolve login issues such as “Incorrect username or password”, “Oh no! Supplied location or company header cannot be accessed”, and other “Oh No!” errors
• Decide when you can fix something yourself and when to escalate to Roubler Support

This article mirrors the structure of “2026 Employee Onboarding & Login Troubleshooting”, but is written specifically for managers and administrators.

Before You Start

To ensure onboarding goes smoothly for your team:

• Use a desktop or laptop when:
  • Inviting employees
  • Managing onboarding
  • Troubleshooting errors
• Confirm you have:
  • The correct email address (and/or mobile) for each employee (found within the employees Settings page)
  • The correct Roubler login link for your business (for example, app.roubler.com or a branded URL)
• Check your own access:
  • You should have a manager or administrator permission group that allows you to:
    • View and edit employee profiles
    • Send onboarding invitations
    • Reset usernames/passwords or MFA where appropriate

If you need to remove or update permissions you may find this article helpful - 2025 Roubler Permissions, Primary Locations, and Reporting Hierarchy – Roubler

How Roubler Access Works (for Employees & Managers)

Every employee’s access to Roubler has two key parts:

1. Employee profile
   1. Created in Roubler by a manager or admin (or imported via CSV / integration)
   2. Holds employment, pay, location, and permission information
2. Roubler login (account)
   1. Created by the employee when they complete onboarding and either:
      1. Select Create New Account (if they have never used Roubler), or
      2. Select Existing User Account / Log into existing account (if they have used Roubler with another employer or earlier employment period).
   2. Uses a username (usually an email, sometimes a mobile number) and a password

As a manager, you control:

• Whether the employee has a profile in Roubler
• How they are invited to onboarding
• Their status (Draft, Invited, Onboarding, Active, Terminated)
• Their location access and permissions (which affect whether they can log in and what they see)

⚠️Using the correct email/username and correct login link prevents most onboarding and login issues for your employees.

Step 1 – All the Ways to Add or Invite Employees

Managers have several ways to add or invite an employee into Roubler. Use the option that matches the situation.

1.1 Invite a New Employee (Single Invite)

Use this when the person has never worked for your company in Roubler before.

1. Go to Employees.

Click the paper plane / plus icon to Add or Invite a new employee.

1. Complete the Employee Invite Form, including:
   1. Name and contact details (email and/or mobile)
   2. Primary location and position (as required)
   3. Any other mandatory fields in your setup
2. (Optional) Upload a custom document (e.g. employment contract) and select the appropriate Onboarding workflow.
3. Click Invite Employee to send the onboarding email/SMS.
4. If you see an error that this email is already in use:
5. It means the employee already has a Roubler account with that email.
6. Do not create a new profile.
7. Instead, follow the Rehire / Returning Employee process below or check if their profile is deleted and needs to be restored

⚠️You can rehire from the employee list > existing profile > settings OR check the deleted list from Settings > Restore Employee) 

1.2 Invite Multiple New Employees (CSV Import)

Use this when you have a list of new employees to add at once.

• Visit Settings > Importers > Employee Invites to upload their details.
• The import:
  • Creates employee profiles in bulk
  • Allows you to send onboarding invitations to all imported employees (depending on your configuration)

This is ideal for seasonal intakes or when onboarding a large group.

As you can see below there are numerous import options for your business:

1.3 Create a Draft Employee, Then Invite

Use Draft Employees when you only have partial information (e.g. just a first and last name) and want to capture them in Roubler now, then complete details and invite later.

• Draft employees:
  • Can be created with minimal data (first & last name) by users with the appropriate permissions (Manager with Payroll, Administrator, Partner, etc.).
  • Appear in the employee list with the status / filter “Draft Employee”.
  • Do not sync to the pay engine and do not have access until they are formally invited and complete onboarding.

As a manager (depending on your permission group):

• You can open a Draft Employee and use the Invite option to:
  • Enter/update contact details
  • Select the onboarding workflow
  • Send the onboarding invite to convert them from draft to full onboarding.

1.4 Rehire a Returning Employee (AU/UK/NZ)

Use this when rehiring someone who has worked for you before in Roubler.

⚠️Do not create a new profile for a returning employee. All employment periods must remain on a single Roubler profile for accurate payroll reporting.

1. Go to Employees.
2. Use filters to show Status: Terminated, then search for the employee.
3. Open the employee profile and go to Employment Status.
4. Review their Employment history (start date, finish date, termination reason, re‑employable flag).
5. If they are set as re‑employable, the Rehire employee button will be visible.
   1. If not, click Update Termination, set Block re‑employment to No, then save. The Rehire employee button will then appear.
6. Click Rehire employee and update:
   1. New start date
   2. Position, location, pay details as required
7. Choose whether to send a new onboarding invitation:
   1. Recommended so the employee can confirm or update their details (bank, tax, super, emergency contact, etc.).
8. (AU only) Decide if you can reuse the previous payroll profile:
   1. If terminated less than 3 months ago, you may be able to reuse their pay‑engine profile and reactivate it when onboarding is completed.
   2. If terminated more than 3 months ago, reuse will be locked to No and a new pay‑engine profile will be created to correctly separate employment periods.

Employees who are rehired must log into their existing account when they receive their invite (choose “Existing User Account / Log into existing account”).

1.5 Restore a Deleted Profile, Then Rehire or Invite

If an invite fails or you suspect an existing account but can’t find the profile, it may have been deleted/archived.

• Go to Settings > Restore Employees.
• Search for the employee and Restore Employee if found.

After restoring:

• Decide if the profile should remain Active (if deleted by mistake) or be terminated again after resolving the immediate issue.
• Use the Rehire flow (for a returning staff member) or standard Invite flow if you genuinely need them active again.

⚠️Important: Employee profiles with payroll history should generally not be deleted; use Terminate instead.

Step 2 – Track Employee Onboarding Status & Progress

Use the employee list to track onboarding progress and troubleshoot. 

Typical statuses include:

• Draft – basic details saved; employee not invited yet.
• Invited – onboarding email/SMS sent; employee has not yet started.
• Onboarding – employee has clicked the link and created or linked their account, but has not finished all tabs.
• Active – onboarding complete; employee can log in and appears in rosters, timesheets, etc.
• Terminated – no longer employed, but historical data is retained.

Key tools:

• In Employees:
  • Use Filters to show Status: Onboarding and locate anyone who has not finished.
  • Look for the envelope icon on the right, which indicates Invited (has not started onboarding).

If someone is stuck:

• Confirm they are completing onboarding on a desktop or laptop, not via the mobile app.
• Remind them:
  • To complete all pages/tabs until each shows a green tick.
  • To Sign, then Save and Next on pages that require signatures.
• If onboarding was linked to a deleted or inactive onboarding flow, send a new invite with a valid flow (see troubleshooting below).
• Send them our help article which clearly explains the process they need to follow to onboard successfully: 2026 Employee Onboarding & Login Troubleshooting – Roubler

Step 3 – Troubleshooting Onboarding Problems (Manager View)

Use this section if an employee cannot start or finish onboarding from their invitation, or you see onboarding‑related errors.

3.1 Employee Hasn’t Received the Onboarding Email/SMS

If an employee reports they have not received the invite:

1. Ask them to check:
   1. Inbox, Spam/Junk, and other tabs (Other, Promotions, Updates).
   2. That their work email can receive external messages.
2. In Roubler, confirm:
   1. Their status is Invited (envelope icon visible).
   2. The email/mobile on their profile is correct and has no typos.
3. Resend the onboarding invitation:
   1. Click the envelope icon in the employee list.
   2. You can update the email/mobile if needed and send a new link.

⚠️Always ask the employee to use the most recent invite, as older links may no longer work.

If the invite still doesn’t arrive after you have:

• Confirmed details
• Resent the invite
• Checked for spam/junk

…then contact Roubler Support and include the employee’s name, company, and the email/mobile used.

3.2 Invite Error When Creating an Employee

If you see an invite error while trying to send an invite (e.g. session timed out):

• This typically occurs if the page has been left open too long and the connection has expired.
• To resolve:
  • Refresh the page and try again.
  • Log out and back in if needed, then recreate the invite.

If the error says the email already exists:

• Follow the Rehire or Restore Employee steps in Step 1 instead of creating a duplicate profile.

3.3 “Something went wrong – Employee Onboarding doesn’t seem to be configured for this company.”

⚠️This is a common one - Employees may see this error from their onboarding link if the onboarding flow they were originally sent has been deactivated or deleted.

As a manager:

1. Send a new onboarding invite using an active onboarding workflow.
2. Instruct the employee to:
   1. Ignore all previous invites.
   2. Use the latest invite only.
   3. When prompted, select Use Existing User Account / Log into existing account (if they already have a Roubler account).

If the error persists after a fresh invite using a confirmed active flow:

• Log a ticket with Roubler Support including:
  • Employee name and ID
  • Onboarding flow IDs (if known)
  • Screenshots of the error and steps you’ve already tried

(This pattern has been seen when a deleted flow was still linked to a profile and required technical clean‑up.)

• Any areas you may have been "cleaning up" and deleted something

3.4 Employee Can’t Finish Onboarding / Stuck at a Particular Page

Common causes:

• Required fields are not completed, so the page never gets a green tick.
• A signature step was missed (Sign button not clicked, or Save and Next not used).
• Onboarding started but not all tabs were completed; status remains Onboarding.

Manager checklist:

1. Filter employees to Status: Onboarding and locate the employee.
2. Ask them to:
   1. Complete onboarding using a desktop browser at app.roubler.com, not the mobile app.
   2. Go through each tab and:
      1. Fill in all required fields.
      2. Click Sign (where required).
      3. Click Save and Next until they reach the final confirmation page.
3. If they only see partial screens (e.g. just a bank page or blank content):
   1. Ask them to clear browser cache and cookies and try again.
   2. Test in a fresh browser (Chrome or Edge) where possible.

If they still cannot progress:

• Confirm the onboarding flow is valid (see 3.3) and escalate to Support if required, with screenshots and the employee ID.

3.5 Draft Employees Not Appearing in Payroll

This is expected behaviour:

• Draft Employees do not sync to the pay engine until:
  • They are formally invited, and
  • They have successfully completed onboarding.

If payroll expects to see the employee:

• Ensure you have:
  • Converted the draft to a full employee by sending an invite, and
  • The employee has completed onboarding and reached Active status.

Step 4 – Troubleshooting Login Problems (After Onboarding)

Use this section if onboarding is complete (or should be), but the employee cannot log in or sees unexpected errors.

4.1 “Incorrect Username or Password”

This is one of the most common issues. It can be caused by:

• The employee entering the wrong password
• The employee using the wrong username (e.g. old email, typo)
• The employee never completed onboarding, so they don’t actually have a username/password yet

Scenario 1 – Employee is using the incorrect password

Employee steps:

1. Go to app.roubler.com (or your company Roubler URL).
2. Click Forgot password.
3. Enter their username (email or mobile) exactly as stored in their profile.
4. Check their Inbox and Spam/Junk for the reset email.
5. Use the code/link to set a new password (must meet password rules).

Manager/admin alternative:

• You can reset the password via:
  • Employees > Edit (pencil) > Settings tab > Reset Password
  • Provide the new password to the employee and instruct them to log in and immediately change it via My Details > Settings > Reset Password.

Scenario 2 – Employee is using the incorrect username

Common patterns:

• Mistyped email address when first creating the account.
• Employee is trying a different contact (work vs personal email) than the one on their profile.

Manager steps:

1. Confirm the username stored on their profile:
   1. Employees > Edit (pencil) > Settings tab.
2. Correct it if needed:
   1. Use Update Login Username / Update Username to set the correct email or mobile.
   2. Save the change and advise the employee of their exact new username (watch for extra spaces).

Then the employee can retry login or use Forgot password with the updated username.

Scenario 3 – Employee has not started onboarding (no account created yet)

If the employee never clicked their invite and created an account:

• In Employees, if you see an envelope icon next to their name, they are still Invited and do not yet have a username/password.

Manager steps:

1. Ask the employee to:
   1. Locate the latest onboarding email/SMS from Roubler.
   2. Click the link and:
      1. Choose "Sign in" and "Create New Account" if they have never used Roubler.
      2. Choose Existing User Account if they already have a Roubler login from another employer or previous period.
2. If the invite cannot be found, Resend the onboarding invitation via the envelope icon.

4.2 “Oh No! We had an issue retrieving your data.”

This error usually means the employee’s profile has been archived or deleted.

Manager steps:

1. Go to Settings > Restore Employee.
2. Search for the employee and click Restore Employee.
3. Go back to Employees, open their profile, and:
   1. Decide if the profile should remain Active (if deleted by mistake), or
   2. Be terminated again after you’ve resolved what you need.

Once restored and active, the employee should be able to log in again.

4.3 “Oh no! Supplied location or company header cannot be accessed.”

This can appear in the mobile app or desktop and is usually caused by one of the following:

• The user has not completed onboarding (status Onboarding or Invited).
• The user is using an old version of the app.
• There is an issue with their Primary Location or Location Access.
• Their username is disconnected from their profile.

Manager checklist:

1. Check status:
   1. Filter Status: Onboarding in Employees.
   2. If they appear, they must complete onboarding via desktop at app.roubler.com, not the mobile app.
2. Update app:
   1. Ask the employee to:
      1. Update to the latest version of the Roubler app, or
      2. Uninstall and reinstall the app from the App Store/Google Play.
3. Check Primary Location and Location Access:
   1. Go to Employees > Edit (pencil) > Location Access.
   2. Confirm they have:
      1. A Primary Location set at the top, and
      2. Matching Child Location/Permission Group underneath.
   3. If the location is missing or archived:
      1. Go to Settings > Edit Location.
      2. Search for the location; if it’s archived, tick Show archived and Restore/Unarchive it.
4. Check username connection:
   1. In the employee profile Settings tab, confirm a username is present.
   2. If needed, re‑set or update the username as in 4.1 – Scenario 2.

If all of the above are correct and the error persists, log a ticket with Support including screenshots and the employee ID.

4.4 Mobile App Errors & MFA Issues

For mobile/iPad errors such as:

• “Oh No! We could not connect to Roubler”
• “Oh No! We had an issue retrieving data”
• “Something went wrong – Error: request_forbidden”
• “Something went wrong – Error: Form_Expired”

Manager steps:

1. Confirm:
   1. The employee has logged into the desktop version at least once (this creates authentication needed for the app).
   2. Their profile is Active and not deleted.
2. Ask them to:
   1. Update or reinstall the app.
   2. Clear cache and cookies if using a browser (for CSRF or cookie‑related errors).
   3. Ensure cookies are allowed in Safari/Chrome on their phone for Form_Expired type errors.
3. If they change phone and have issues with MFA:
   1. As a manager/admin, reset MFA for the employee where your configuration allows it; then they can re‑enrol from the new device.

4.5 Access Denied / Unauthorized (Permissions)

Errors like:

• “Oh No! Access denied”
• “Oh no! Unauthorized”

Often relate to missing permissions or a missing primary location.

Manager steps:

1. Check Primary Location:
   1. Ensure a primary location is set in the employee’s Location Access tab (see 4.3).
2. Check Permission Group:
   1. Go to Settings > Manage Permissions.
   2. Edit the relevant permission group and confirm View Own Profile is enabled for employees, so they can see and manage their own account.

Step 5 – Using the Roubler Mobile App (Manager Reminders)

Many employees will use the mobile app for:

• Viewing shifts
• Clocking in/out
• Managing leave and availability

For a smooth experience:

• Encourage employees to complete initial onboarding and first login on desktop.
• Remind them to:
  • Keep the app up to date.
  • Ensure device date & time is set automatically.
  • Try reinstalling the app if they encounter persistent “Oh no!” or connection errors.

If issues persist after following the steps in this article, you can refer them to the detailed “FAQ’s – Mobile App & iPad Errors – Roubler” guide or escalate to Support with full details.

Step 6 – When to Contact Roubler Support (and What to Include)

Your goal as a manager is to resolve as much as possible in the UI before contacting Support. You should escalate once you’ve:

• Checked and corrected:
  • Employee status (Draft/Invited/Onboarding/Active/Terminated)
  • Username, email/mobile
  • Location access and primary location
  • Permissions such as View Own Profile
• Tried:
  • Resending onboarding invites
  • Restoring deleted employees where needed
  • Updating the app / clearing cache / attempting in a different browser
  • Sending a new invite using a valid onboarding flow when onboarding errors occur

When you do contact Roubler Support, include:

• Employee’s full name, company, and Roubler Employee ID (if known)
• Their username and/or email address used in Roubler
• A clear description of:
  • What they were trying to do (e.g. accept invite, log in to app)
  • The exact error message (and screenshots if possible)
  • Whether they were using desktop or mobile, and which browser/app/device
• Steps you have already taken, such as:
  • Resent invite / reset password / updated username
  • Restored profile / updated location / adjusted permissions
  • New onboarding invite issued against an active flow

⚠️Providing these details upfront helps Support and the technical team resolve issues faster and with fewer back‑and‑forth questions.

By following this manager‑focused guide, you should be able to:

• Add and invite employees correctly using all supported methods
• Track onboarding status and identify where employees are stuck
• Resolve the majority of onboarding and login questions without needing to raise a ticket
• Escalate only those issues that truly require technical investigation, with all the necessary information ready to go.

Sources

• 2026 Employee Onboarding & Login Troubleshooting
• Administrator Troubleshooting Guide
• FAQ's Mobile App & iPad Errors