Support

Write to us

Email info@shiftrounds.com, or send a message from the contact page. Both reach the people who build and run ShiftRounds. To help us answer the first time, include:

• your utility’s name and the plant;
• the phone or computer you were using, and the app’s version, from More, then This app;
• what happened, and what you expected to happen;
• when it happened: the date and time on the plant’s clock;
• a screenshot, if you can take one.

Never send your password or a PIN. We’ll never ask for either.

Can’t sign in

Forgot your password? Use Forgot your password, in the console or on the app’s sign-in screen. We’ll email you a link to set a new one. The link works once, so if it doesn’t work, ask for a new one.

Never confirmed your email? Sign in with your email and password, and ShiftRounds sends you a new confirmation link.

Signed in, but nothing’s there? Your account may not belong to a utility yet. Ask your chief operator to invite you, or set up your utility if you’re the first one.

Invitations

An invitation link works once, for seven days. If yours has run out, or says it doesn’t work, ask the person who invited you to send it again from People in the console. Sending it again makes a new link, and the old one stops working, so use the newest email.

Open the link on the phone or computer you’ll use, and sign in or choose a password there. An account can belong to one utility at a time.

Shared devices and PINs

Locked out after wrong PINs? Five wrong tries lock you on that device. Ask your supervisor or chief operator to set a new PIN for you under People in the console. That clears the lock.

Setting up a device? A supervisor enrolls it under Devices in the console and gets a code. On the device, choose “Use a device code” on the sign-in screen and type it. A code works once, for 30 minutes.

Device says it was removed? Someone removed it in the console. A supervisor can enroll it again with a new code.

Readings waiting to send

ShiftRounds saves every reading on the phone first, then sends it when there’s signal. If Rounds says items are waiting, they’re safe on the phone and will send on their own. More shows what’s waiting and why.

• Don’t delete the app while anything is waiting. What hasn’t been sent would go with it.
• If it says to sign in, sign in on that phone, and everything waiting sends.
• If the server turned an item down, More says why. Write to us before you discard it, and include what it says.

Delete your account

In the app, go to More, then Delete my account. In the console, go to Your account. Either one deletes your sign-in at once. Your name and initials stay on your utility’s records, so its reports still say who took each reading. The Privacy Policy says what goes and what stays.

If others still use your utility and you’re its last owner or chief operator, make someone else one first, under People in the console. To close a whole utility instead, write to us.

The app

The ShiftRounds app for iPhone and iPad is on the App Store, and the Android app is on Google Play. Sign in with the account you use in the console. A shared tablet is set up with a one-time code from Devices in the console instead: open the app and choose Use a device code.

Security problems

If you think you’ve found a security problem, or that an account has been misused, email info@shiftrounds.com with “Security” in the subject. Our Security page says what to include.