Oh no! Supplied location or company header could not be accessed / Hmm something went wrong

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.

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Dear Roubler Administrator,

This guide is designed to help you troubleshoot login errors experienced by your users when the see an error message on their screen that says:

• Oh no! Supplied location or company header could not be accessed
• Hmm something went wrong

Mobile app:

Desktop login/ Roubler Web

Here is a summary of the possible causes of this error:

1. The User has not completed the onboarding
2. The User is using an old version of the app
3. There is an issue with their Primary location
4. There is an issue with their Location access
5. Their Username is disconnected from their profile

Please work through the below suggestions to investigate each possible cause till you find the reason for the error and resolve it.

The User has not completed the onboarding

• You will need to check that they have completed their onboarding
• Click on below l to show you how
  • How do I check if The Employee is still onboarding

The User is using an old version of the app

• Please ask the user to uninstall the app from their  phone and then re-install the app

There is an issue with their Primary location

• Either they have not has a primary location (pay point) set, the primary location has been deleted or the location above their Primary location has been deleted
• Click link below to see how to check this
  • How do I check if an Employee has a Primary location

There is an issue with their Location access

• They have a primary location but they do not have any location access (permissions) set for their primary location
• Click link below to see how to check this
  • How do I check an Employees Location access

Their Username is disconnected from their profile

• We refer to this as an "Orphaned username"
• This is a Technical issue that you will not be able to check for
• You will need to raise a support ticket with Roubler support

If you were not able to resolve the login issue  please email [e-mail] with the following information:

• Your name and company.

• The affected user’s full name.

• A brief description indicating that the user is receiving the "Unauthorized" error.

• A summary of what you have tried to resolve the issue

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

Thank you for your cooperation.

Roubler Support Team