Troubleshooting

Find your symptom. Each case goes from the most likely cause to what you can do, and ends by telling you who to go to — which is the part where most time gets lost.

There are three different destinations and it pays not to mix them up:

• Your manager or your company’s HR for approvals, policy and your own data: balances, payslips, absence types, contracts, public holidays.
• Whoever administers Orquiva at your company for permissions, corporate sign-in, plan modules and integrations.
• Orquiva support only when the product is at fault: something errors, doesn’t load, or doesn’t do what it says it does.

I can’t sign in

Start with the password: select Forgot your password? on the sign-in screen and open the link as soon as it arrives, because it works only once and expires after 30 minutes. If nothing arrives, check your spam folder.

If your company uses corporate sign-in, sign in with Continue with Google, Continue with Microsoft or Continue with followed by the name of its provider, using the address your company gave you rather than a personal account. If the screen says Sign in with your work account and doesn’t ask for a password, your company has made that sign-in mandatory: a password no longer opens a session, and you’ll see “This organization requires signing in with your identity provider” if you try one.

If this is your first sign-in and the link says it has expired, it isn’t something you can fix: the invitation lasts 7 days and cannot be reactivated, so ask HR for a new one. Everything else is in Signing in.

My verification code won’t work

The likeliest cause is an old or reused code: each one works once and expires within seconds, so always enter the most recent one your authenticator app shows. If none of them get you in, check that your phone is set to automatic time, because a clock that has drifted generates codes that don’t match.

If you’ve changed phones or lost the app, this isn’t yours to fix: Orquiva generates no recovery codes. Ask an administrator at your company to reset your two-step verification; afterward you can turn it on again in PreferencesTwo-step verification. If you’re still locked out, get in touch. See Security and password.

I can’t see my sign-in provider’s button

Your company hasn’t turned on that corporate sign-in. Use your email address and password: there’s nothing to switch on from your profile.

If you think it should be on, it’s set up by whoever administers Orquiva at your company. There are three options: Google, Microsoft and Other providers (OIDC), which covers Okta, Entra ID, Keycloak and any compatible provider. SAML isn’t available. See Signing in and, if you’re the one setting it up, Security: MFA, SSO and policies.

The page won’t load, or it comes up blank

It’s nearly always the connection or a cached version. Check your connection, reload the page and, if it persists, open it in a private window or clear the browser cache.

If it also fails in a private window and on another device, it’s no longer your browser: that’s a product fault and it goes to Orquiva support. Tell us which screen it was and the exact message, if there was one.

I can’t clock in

If the button doesn’t respond, check your connection and reload the page. Location isn’t the cause: saving where you clock in is optional, and if your device doesn’t give its location you clock in anyway. Neither is your schedule, because Orquiva doesn’t check what time you clock in. If you have approved time off that day, Orquiva asks you to confirm before clocking in: select Clock in anyway if you really are working.

If the button still doesn’t respond on another device, it’s the product: get in touch. See Clocking in and out.

My total hours don’t add up

First check for a day with no clock-out: an open workday doesn’t add up until it’s closed, and at 10 p.m. Orquiva sends you Working day still open in the evening so you don’t miss it. Clocking in is a single time clock, whether you use it from your computer or your phone, so using both doesn’t duplicate anything.

Then check your breaks. Your break is the time between Take a break and Resume; the planned break in your schedule isn’t deducted from what you clock. If you forgot to take a break or clock out, request a correction for that day: it’s approved by your direct manager or HR. See History and hours summary and Breaks and corrections.

My day balance doesn’t add up

The balance is calculated automatically: from the days your company grants you (the year’s days, plus any carried over and HR’s adjustments) it subtracts your approved time off and your pending time off too, counted in working days. Only types set to deduct count; vacation does, remote work doesn’t. Time off showing Cancellation pending still counts until the deletion is approved.

If the number still doesn’t add up after that, what’s wrong is your granted days, and HR fixes that in your profile. Don’t delete and recreate requests to make it add up. See Absence types and your day balance.

Time off I booked isn’t showing in my calendar

If the request is Pending, check the Show pending toggle in the legend: it starts on, but if you turned it off, pending requests don’t show. If it’s Rejected, it doesn’t show as a day off. If you canceled it before it started, it was deleted. If it had already started, it’s still there as Cancellation pending until someone decides.

If it’s Approved and still doesn’t show after reloading, that’s a product fault: get in touch with the dates and the type. See Your calendar and Tracking your requests.

I can’t submit a time-off request

Three things stop a request from being submitted. First, you already have another pending or approved request on those days: you’ll see “A request already exists for those dates.” Second, the type has a yearly cap and you’d go over it: “This goes over the days per year allowed for this type.” Third, the end date is missing, which every type requires except sick leave.

The supporting document doesn’t block submitting: a request that needs one is submitted without it and stays Pending, but it can’t be approved until you attach it. Types and their caps are set up by your company, so the way forward is HR. See Booking time off and Absence types and your day balance.

I can’t save an expense

What stops you is usually a limit, and it’s checked the same way when you create the expense and when you edit it: the category’s maximum per receipt, the category’s monthly limit or your monthly expense limit. An expense identical to another of yours (same date, category and amount), a receipt over €50,000 and an inactive category are also refused.

There’s no draft: saving is submitting. The receipt doesn’t stop you from saving; if your company requires one above a certain amount, the card shows receipt missing and the expense isn’t approved automatically. Limits and categories are set up by your company, so the way forward is HR. See Categories and receipts.

My expense is still Open

It means nobody has reviewed it yet. Orquiva doesn’t notify the approver when you submit an expense and sets no deadline, so it can sit there without anything being wrong.

It’s decided by your direct manager or HR (whoever holds the expenses permission). If it’s urgent, tell them yourself. See Status and reimbursement.

An approved expense hasn’t been paid

Approved means validated, not paid. Orquiva doesn’t make the payment: your company pays by its own means and then someone with the expenses permission marks it as Reimbursed, which is the only status that confirms payment. If it was rejected, you can select Appeal once.

If the reimbursement date has passed, ask your company’s HR. See Status and reimbursement.

I can’t find a payslip or a document

Check the folder: payslips are in Pay stubs and don’t appear in Contracts. If the month you’re looking for isn’t there, HR may not have published it yet, or it may have been distributed in bulk: payslip distributions and bulk imports don’t send notifications.

Publishing documents is HR’s job, so that’s where the question goes. If the file appears but won’t open or download, that’s the product: get in touch. See Your payslips and My documents.

I’m not getting any notifications

Check your preferences in the profile menu › Notifications. They’re set per notification type and per channel (inbox, email and push), so you may have turned off exactly the one you’re expecting. There are no push notifications in the browser: on the web, the channels that work are the inbox and email.

And some notifications don’t exist, however you set things up. Approvers are notified of new time-off requests, but not of clock-in corrections or expenses: they see those on their home page. There’s no reminder to clock in; there is one for a forgotten clock-out, at 10 p.m. Payslip distributions and bulk uploads don’t notify anyone. Connecting Slack or Teams is done by whoever administers Orquiva at your company. See Notifications.

I did a bulk upload and nobody knows about it

Bulk imports and payslip distributions don’t notify anyone; only an individual upload sends Document uploaded to the person’s inbox.

If someone needs to act on those files, tell them yourself through your usual channel, or upload them individually. See Documents: library, folders and import.

I can’t see the Salary report

Reports are no longer tabs on a single screen: each one is its own entry in the Executive group of the menu. Salary report is in every plan, but it needs the salaries permission, which among the default roles only the administrator has. People report and Expense report also need the Advanced reports module.

Both are sorted out by whoever administers Orquiva at your company: the permission in your role, and the module in billing. See Reports and exports and Roles and permissions.

I’ve lost an API key

It can’t be recovered. The key is shown only once when it’s created, so don’t keep looking for it on screen.

The two ways out are to Rotate the key, which stops the old one working immediately, or to create another, which starts as Pending approval until an administrator approves it. Both are done by whoever administers Orquiva at your company. See Integrations, API and webhooks.

A whole screen or option is missing

There are two causes, and it pays to rule them out in this order. The first is the plan: some features start at Professional or Enterprise and others are modules bought separately. The second is your role: permissions unlock pages, so a screen can exist at your company and not for your account.

Both are checked by whoever administers Orquiva at your company. Only after ruling out plan and permission does it make sense to contact Orquiva support. See Billing, plan and modules and Roles and permissions.

It still doesn’t work

If you’ve ruled out the plan, permissions and the data HR maintains, and the product still doesn’t do what it says, it’s one for us. Email info@orquiva.com or use the form at orquiva.com/hablemos; we reply within 24 business hours. What to include so it gets solved the first time is in Contacting support.