We had an issue retrieving your data

Attention Roubler User: this article is intended for a Roubler administrator. 

Please ensure you copy the link, send it to your Company's Roubler Administrator and request their assistance to resolve your issue.

---------------------------------------------------------

Dear Roubler Administrator,

Users may encounter an error message when attempting to log in:

"Oh no, what happened. We had an issue retrieving your data"

This issue typically occurs due to one of the following reasons:

1. - The User's Roubler profile has been deleted
2. - There is a technical issue with the user's profile

1 - The User's Roubler profile has been deleted

Important: Deleting a user profile is different from terminating a user. Terminated users can still log in, but deleted users cannot. When a profile is deleted, Roubler does not expect the user to log in, resulting in the above error.

Steps to Resolve

Step 1: Confirm the username

• Ask the user for the exact username they are using to log in.

Step 2: Search for the profile

• Go to Roubler and search for the profile in the Employee screen.

  • If the profile is not found, it has likely been deleted.

Step 3: Restore the deleted profile

• Navigate to Management > Settings > Restore Employee.

• Search for the user's name in the list of deleted users.

• If the user is listed, click Restore.

Step 4: Verify and update the login username

• Return to the Employee list and locate the restored profile.

• Open the Employee profile

• Then click on the settings tab then update Login username.

• Confirm that the Username the Employee has given you is the username on that profile

Step 5: Determine the reason for deletion

• Investigate why the profile was deleted:

  • If it was deleted by mistake, keep the profile active.

  • If there was a valid reason for deletion, decide whether to keep the profile active or delete it again.

2. Technical Issue with the User Profile

If the user has not been deleted and the profile is still active, the error may be due to a technical issue.

Please email [e-mail] with the following information:

• Your name and company.

• The affected user’s full name.

• A brief description indicating that you have checked if the Employee was deleted

Roubler Support will further investigate and assist in resolving the issue.

Thank you for your cooperation.

Roubler Support Team