The primary reason why an error occurs with your login is because you are using an email that is not set up or that has been accepted to an Applause account. Either you have not yet accepted your invite, or you are using an email that is different than an email that is currently not set-up to your Applause account (see Answers/Troubleshooting for explanation)
Your Applause invite is sent to the email that comes over from your company's CRM or requested by your management team, see if you can locate that email first.
To log in to ApplauseHQ, ensure your profile is set up in your company’s external systems (e.g., workforce management system, CRM, scheduling software) and has an associated email address. This email address is used to link your account across systems, and any mismatches can cause login issues. Additionally, for those with administrative roles, the email must exactly match the one recorded in external systems.
If you receive an error about your connection to the internet, it is because you are using an email that is not set up with an Applause account. Either you have not yet accepted your invite, or you are using an email that is different from the email set-up to your Applause account. It issues this error because there is not an account match that arrives to the server.
Answers/Troubleshooting:
Check your email inboxes for an invite to Applause and accept that invite. If your invite has expired, request that your manager with Applause admin access to resend a new invite to you.
Here is what that email invite looks like
Your account is associated with a different email
If you know an account is established, you can click the "forgot password" button in the mobile app to see if you can get a reset password link sent to your email, if you receive a password reset then you know that the email is correct.
If your log-in/password reset attempt was with a personal email, your Applause username is most likely your company email, try that email next.
If your log-in/password reset attempt was with a company email, your Applause username is most set-up with a different email, try other emails you may have used.
You can also reach out to an admin on your team who can look at your Applause profile to see what email is tied to the account.
The username and it's associated email has a typo.
We add most users automatically, based off the email in your company's CRM profile, if you believe it was mis-entered, reach out to support@applausehq.com with the correct email, and have your manager update your email within your company's CRM so we can verify the email change.
If they can't update it in your CRM, we will need to verify the change with you over the phone, through verification help from one of your company administrators.
Have an admin check your account status and if it is accepted or not
Check the status of the employees profile in your company users page to find out more. If an invite has been accepted, their email will be grey or indicated with a check mark. That is the email that must be used to successfully receive a password reset email.We do not have a new account associated with you as user
Accounts are automatically set-up when you start doing services on your own and so long as your email is in your company CRM, verify that both of those are true with your set-up inside your company CRM
Reach out to Applause support and let us know what company and which branch location you're working at and we will try to see if we have the necessary info to set-up your account.
If you have any questions or still need help, email us at: support@applausehq.com For complex issues involving around external system alignment, you can also reach out to your organization's IT administrator before contacting support e.g. ensuring you have access to your work email's company email inbox.