Mobile App clocking in/out location error messages - IPhone Devices

If the caregiver is receiving error messages when attempting to clock in or out via the mobile app on an IPhone device follow below steps for troubleshooting.

Error Message examples:

Location not turned on with the Smartcare app error message

This occurs when the user does not have the location turned on with the app in the app settings. It is important the first time you use the clock in feature to select While using the app option if Don’t all is selected the above error will occur. 

If Don’t Allow was selected and the location is turned off. Access the settings of the phone and search location. Find the Smartcare app and make sure that you select the following option pertaining to the location. 

Error message when the location is on with the app, but not with the device. 

This is occurring because the location for the main phone settings is turned off, but the location for the Smartcare app turned on. Access the main settings on the device. Search for Location. Turn the location in the ON position in the main settings. 

Pro Tips and suggestions:

Precise location - Turn on in phone settings

Precise location is marked on for the best location detection (see screenshot below). This is in the Smartcare app options in the app settings.

For the best GPS/cellular/Wi-Fi signal when inside a building:

• Avoid standing in an elevator.
  
  

• Try to position yourself near a window with a clear view of the sky.
  
  

• This will help your device get the most accurate GPS reading.
  
  

• If you're using mobile data or Wi-Fi, being near a window or outside can also improve your connection.

Additional issues after that troubleshooting

If you have any other issues after that troubleshooting, reach out to your agency and they may need to adjust the client’s address pin. This can also cause issues if you have a distance error.