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App Issues (SOP)

Overview

All cleaners are required to use the Whizz Hub app to complete jobs. This provides evidence that the clean has been completed; including all items on the checklist and required photos. The checklist report is sent to the Property Management Group (PMG) on completion of the clean so it is important that the cleaner uses the app for all jobs. However, there are some circumstances where a cleaner may have an app issue preventing them from using the app. Whizz must help resolve these issues.

 

GOAL:  Troubleshoot cleaner issues with the app

 

Process

A cleaner may contact Whizz when they are having issues with the app or these problems may be identified when Whizz contacts a cleaner when a job has not been started.

There are some basic steps Whizz can work through with a cleaning company prior to escalating App issues to the Whizz technical team. 

Follow the below guidelines when cleaners complain of app issues:

  • Always ask what was the issue

  • Make sure the cleaner has received the user guide and read it through →

  • If it's a regular cleaner who never uses the app, encourage them to install the app

  • Review the common problems and quick solutions to resolve the issue

  • If the issue can’t be resolved, request a screenshot of the error message, device model and OS version → raise an SD ticket here:

Common problems and quick solutions

  • Cleaner can't find or install the app

  • Cleaner can't login to the app

    • Is it the correct app?

    • Are they using the correct login details? → update the password in the Admin Panel (AP) and send them an SMS with the password

  • App doesn't work for a first-time user

    • Set allow ‘Access contacts’ to yes

    • Set ‘Access location’ to yes

    • Allow ‘Send notifications set’ to yes

  • Can't see any jobs in the app

    • Are there scheduled or pending jobs? → Check the AP

  • Not receiving notifications

    • Allow ‘Send notifications set’ to yes

    • Are there scheduled or pending jobs? → Check the AP

  • Can’t see pending job offers after receiving a notification

    • Has another cleaner accepted the job? → Check the AP

  • Can't start a job in the app

    • Has the team been added to the booking? → Check the AP

    • Is the job assigned to the cleaner? → Check the AP

    • Are they at the location?

    • Are they early? → The cleaner needs to click on the start job button no more than half an hour earlier → Whizz can start the job in the AP, if required →

  • Can't start a job in the app

    • Has the job been started? → Check the AP

    • Is the job assigned to the cleaner? → Check the AP

    • Are they at the location?

    • Are all checklist items complete?

    • Whizz can complete the job in the AP, if required →

  • App crashing when taking photos

    • Is there enough storage on the device? → Check phone storage

If the Android app crashes due to location issues

  1. Clear all data from the app

    • Open up App Info in the WhizzHub app

    • Tap → Storage

    • Tap → Clear Cache

    • Tap → Clear Storage

    • Uninstall the app

  2. Reinstall the WhizzHub app

 

Escalation Point

Operations Team Lead