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Frequently asked questions
Quick answers to the questions we hear most. Each answer links to the full page.
Getting started
How many people can use the Free plan?
Three users, with every Site Connect feature included. Each person in your workspace — including you — uses one seat. When you need more, upgrade in Plans › Plans & billing. See Plans and billing.
What order should I set things up in?
People → project → tasks → schedule → check-in → review. Getting started walks through it in seven short steps.
Do my workers need an email address?
Every account is identified by an email, but crews don't need to remember a password: if their mobile number is on their employee record, they sign in to the app with a code sent by text message. See Add employees and Get the mobile app.
Someone already uses Site Connect with another company. Can they join mine?
Yes. Send them an invitation — they join with the password they already have and pick which company to open after signing in. See Workspaces.
Tasks, schedule and check-in
My crew member can't see the task I gave them. Why?
Check these, in order:
- Is it a draft? Tasks created on the Scheduling board start as drafts and stay hidden until you publish them. See Publish and share the schedule.
- Are they assigned? Open the task and look at Assignee.
- Can they see the project? A project set to Private only shows each task to the people on it. See Inside a project.
- Is their app up to date? Ask them to pull down on the Task list to refresh, and to check they have the right workspace open.
There's no Check in button on the task.
Check-in is switched off for that project — it's off for new projects. An admin turns it on with Enable check-in for this project on the project's Settings tab. See Create a project.
Check-in says the worker is too far away.
The project only accepts check-ins within a set radius of its address. Check that the project's pin is in the right place, make the radius bigger, or turn Allow check-in away from the project address back on so distance is recorded instead of blocked. See Inside a project › On-site check-in.
Someone forgot to check out.
Site Connect closes forgotten check-ins automatically, based on the task's end time or your working hours. You choose how in Project settings. The visit is marked as closed automatically so you can tell it apart.
Does check-in work with no signal?
Check-in and check-out need a connection — they're sent right away. Photos, videos and voice notes are saved on the phone and sent automatically once the signal is back. See The Site Connect app.
What's the difference between a task and a scheduled task?
Both are tasks. A scheduled task is one placed on a day and time on the Scheduling board; it starts as a draft and reaches the crew when you publish. A regular task reaches the people assigned right away. See Create tasks.
Hours and time off
Why are the timesheets empty when my crew checks in every day?
The timesheets under HR are built from attendance (clocking in and out for the day on the app's Attendance tab), not from task check-ins. Hours from task check-ins are on each project's Work hours tab. See Attendance vs. task check-ins.
How does a worker ask for time off?
From the Approvals tab of the app (or the approval inbox on the web) — they pick the leave request, the dates and a reason. Their approver decides in the Approval inbox. See Time off requests.
Who approves requests?
By default, the employee's direct manager — and an admin when there's no manager. You can change the approvers for each kind of request in Approval templates.
Account and settings
How do I change the company time zone?
Go to System › General settings and select Change time zone. Due times, the Scheduling board and hours follow the workspace time zone. See General settings.
How do I change the language?
On the web: your avatar (top right) › Language. In the app: Personal › Display language. See Personal settings and profile.
I forgot my password.
Select Forgot password? on the sign-in page, or sign in with a code sent to your phone. See Sign in and reset your password.
Someone left the company. Do I delete them?
No — deactivate them. They're signed out at once and can't sign in again, and their history (hours, approvals, project costs) stays intact. See Deactivate someone who has left.
A menu item is missing for someone.
Menu items only appear for people whose role includes that permission. See Roles and permissions.
We're moving from Connecteam. Can we bring our data?
Yes. Site Connect can bring across your people, teams, jobs, schedules, hours, time off, forms and photos. The connection is read-only — it never changes anything in Connecteam. See Move from Connecteam.
Still stuck?
Select Help in the hub's top bar to send us a question or report a problem — see Get help and send feedback.