--000000000000a91f510629a64ef8 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Don't know if anyone received this message with other open tickets. Sincerely, June Lapointe On-call Manager Office 519-954-2111 TheKey.ca [image: TheKey] ---------- Forwarded message --------- From: Camille Jervoso Date: Thu, Dec 19, 2024 at 1:51=E2=80=AFPM Subject: Re: Caregivers are able to clock themselves in but cannot see the shift to clock out. - [#1023636] To: Hi June, We just heard back from Wellsky. They suggested to have your CGs Clear Cache and storage from the WellSky Personal Care App if they still get the same error message today. Here are the steps on how to do it: Android 1.Settings>Apps 2.Find "WSPC" in the app List. Select it 3.Select Storage 4.Select "Clear App Data" 5.Select "Clear Cache" 6. Restart Phone. iPhone 1.Go to Settings 2.Tap General 3.Tap iPhone Storage 4.Scroll down to find WSPC 5.Tap WSPC 6.Tap Delete App 7.Restart your phone 8.Once restarted, re-download WellSky Personal Care From the App Store. Please let us know if this works or if you still have any questions/ concerns about the app. Thanks, On Thu, 19 Dec at 9:14 AM , Grace Campoll wrote: Hi June, Thank you for contacting the tech support team. We are working with WellSky to investigate an issue where the app will load continuously, then show a timeout error. We have an issue ticket open with them and are waiting to learn more. If any caregivers are running into issues clocking in or out from the app, please have them use telephony as a backup for the time being. We will send updates as they become available. Thanks, Grace TheKey Tech Support On Wed, 18 Dec at 8:19 PM , JuneLapointe wrote: Caregivers are able to clock themselves in but cannot see the shift to clock out. 1023636:611100 --000000000000a91f510629a64ef8 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Don't know if anyone received this message with o= ther open tickets. Sincerely, June Lapointe On-call Manager Offic= e 519-954-2111 TheKey.ca =C2=A0=C2=A0 ---------- Forwarded message --------- Fr= om: Camille Jervoso < app-support@homecareassistance.com > Date: Thu, Dec 19,= 2024 at 1:51=E2=80=AFPM Subject: Re: Caregivers are able to clock thems= elves in but cannot see the shift to clock out. - [#1023636] To: < jlapointe@thekey.com</