Onboarding and login are two of the most common areas where employees need help. To make troubleshooting easier, we’ve created step-by-step guides you can share with your team:
Employees: 2026 Employee Onboarding & Login Troubleshooting – how to complete onboarding, log in, and fix common errors.
Managers/Admins: 2026 Manager Onboarding & Login Troubleshooting – how to invite staff, track onboarding, and resolve login issues before raising a ticket.
Quick Q&A
Q: An employee says, “I never received my onboarding invite.”
A: Ask them to check Inbox, Spam/Junk and Promotions. Then confirm their email address is correct and their status is Invited in Roubler before resending the invite. If it still doesn’t arrive after these checks, the manager/admin can contact Support.
Q: They see “Invalid username or password.”
A: Confirm the exact email address or mobile number on their Roubler profile and make sure they are entering the same value, with no spelling errors or extra spaces. Then ask them to use Forgot password with that confirmed username. If no reset email arrives, the username entered usually does not match the profile, so update or reconfirm it before trying again.
Q: The mobile app shows “Oh no! Supplied location or company header cannot be accessed.”
A: Confirm onboarding has been completed on desktop, the app is up to date, and the employee has a Primary Location and Location Access configured correctly.
Q: They changed phones and MFA codes no longer work.
A: A manager/admin can reset MFA from the employee’s profile so they can re-enrol on their new device using an authenticator app.
Important:
Employees should contact their manager or payroll/HR team first for onboarding or login help. Managers/admins can use the guide above and only raise a Roubler Support ticket if further assistance is needed.
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