Support

We're here to help you get back to work. Most issues can be resolved quickly — reach out using the options below and we'll respond as soon as we can.

Contact

Email: support@xeratec.com
Hours:Monday–Friday, 8:00 AM – 5:00 PM (Pacific). We aim to respond within one business day.

Before you reach out

These steps fix the majority of issues without needing to wait for a reply:

Force-quit and reopen the app. Swipe the app away from the multitasking view, then open it again. This resolves most "stuck" screens.
Check your connection. The app works offline, but new clock-ins and edits sync to the server in the background. If a change isn't showing up for a manager, confirm the device has signal.
Update the app. Make sure you're running the latest version from the App Store.
Sign out and back in. From Settings → Sign out, then re-enter your PIN. Your offline data stays on the device until it has fully synced.

Common questions

I forgot my PIN.

PINs are managed by your administrator. Ask whoever set up your account; they can look up or reissue your PIN from the admin dashboard.

My time entry is wrong.

Open the entry from the Today or History tab and tap the pencil icon to adjust the start and end times. Edited entries are flagged for your manager's review.

I clocked in on the wrong task.

From the Clock screen, pick the correct task and tap Switch Task. The previous entry stops automatically and a new one starts.

Photos aren't uploading.

Photos upload in the background after capture. They will remain marked as pending until the device has a stable connection. Open the app on Wi-Fi for a few minutes to clear the queue.

Reporting a problem

If you've tried the steps above and are still stuck, email support@xeratec.com with:

Your name and your employer's name
The device you're using (iPhone or Android, model if known)
The app version (Settings → About)
A short description of what you were doing and what happened
A screenshot, if you can take one