Troubleshooting and FAQ

Frequently Asked Questions

How do I access the mobile app?

1. Download the PIC Presenze in Cloud app from the Play Store or App Store
2. Enter the email and password provided by your admin
3. If you don't receive credentials, ask your admin to send you the activation email

I can't check in

Verify that:

• Your contract is active
• The app is updated to the latest version
• Internet connection is available
• The PIC-Reader device is active and working
• The scanned QR Code is correct

How do I view my worked hours?

• In the mobile app: Reports section
• In the admin panel: Reports > Employee Report

How do I submit a leave or permit request?

1. Open the mobile app
2. Go to Requests
3. Select the type
4. Fill in the required fields
5. Submit

I'm not receiving push notifications

• Check app notification settings
• Verify FCM token is registered (visible in admin's FCM Tokens section)
• Ensure notifications are not blocked by the operating system

How do I change my password?

• From the app: profile > Change password
• From the admin panel: user menu > My Account

An employee forgot their QR Code

Admin can resend the personal QR Code from the Send QR Code button in the users list.

Common Errors

| Error | Cause | Solution | |---|---|---| | "Contract not active" | Contract expired or suspended | Admin must reactivate the contract | | "Device not found" | PIC-Reader not configured | Check device configuration | | "Invalid FCM token" | App uninstalled or data cleared | Log in again in the app | | "Time not allowed" | Clock-in outside work hours | Check hours configuration |

Contacting Support

If the problem persists after checking the solutions above:

• Contact your company admin for issues related to contracts, access and clock-ins
• The admin can contact PIC technical support for platform issues

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Note: When contacting support, always include the app version (visible in app settings) and a detailed description of the problem.