Frequently Asked Questions for Managers

This FAQ is designed to help your support teams navigate common issues related to launching OurPeople. If you encounter an issue not covered here, please submit a ticket through the OurPeople Helpdesk ticketing system.

1. Logging In

Issue: Where do I log in to OurPeople?

Solution:

• For desktop access, visit https://auth.ourpeople.com/login and enter your mobile number or email.

• For mobile access, download the OurPeople App from the App Store(iOS) or Google Play Store(Android) and log in using your Magic Word and mobile number or email.

2. Forgotten Magic Word

Issue: A user doesn’t know their mobile app magic word.

Solution:

• The magic word is set by your company’s HR or IT administrators. Typically it is just the company name.

• If unknown, users can request it by:

• Asking their HR or IT admin (recommended).

• Submitting a support ticket via the OurPeople Helpdesk.

3. Getting Support for OurPeople

Issue: Who should I contact for OurPeople support?

Solution:

• Non-urgent requests: Contact your company’s IT support team.

• Urgent issues: If further assistance is needed, IT or the user can escalate the issue to OurPeople Support via the Helpdesk.

4. Updating User Details (Mobile Number & Email)

Issue: How can a user update their mobile number or email address?

Solution:

• If your company’s HR system is integrated with OurPeople: Updates must be made within the HR system. Changes will sync automatically.

• If not integrated: A Global or Team Admin in OurPeople must manually update the details.

5. Password Reset

Issue: A user forgot their password.

Solution:

1. Go to https://auth.ourpeople.com/login, and log in with your email or mobile number.

2. Click“Forgot Password”.

3. Enter the email address or mobile number linked to the account.

4. Follow the password reset instructions.

6. Adding or Removing Users

Issue: How do I add or remove a user in OurPeople?

Solution:

• Global and Team Admins manage user access. Contact your admin to request changes.

• If integrated with an HR system, user details update automatically based on HR records.

7. Notifications Not Working

Issue: A user is not receiving push notifications.

Solution:

• Check phone settings: Ensure notifications are enabled for OurPeople.

• Ensure the app is up to date: Users should install the latest version from the app store.

• If using iOS, check if Focus Mode/Do Not Disturb is on.

• For email notifications, check spam/junk folders.

•Verify notification settings in the OurPeople app: Users can check notification preferences under Menu Manage Notifications or online in their personal account settings.

8. Chat Messages Not Sending or Receiving

Issue: A user cannot send or receive chat messages in OurPeople.

Solution:

• Check network connection: Ensure the user is connected to Wi-Fi or mobile data.

• Try logging out and back in to refresh the connection.

• If the issue persists, submit a ticket through the OurPeople Helpdesk.

9. Trouble Uploading Files or Images in Chat

Issue: A user cannot upload images, videos, or documents in OurPeople.

Solution:

• Ensure the file format is supported (e.g., JPG, PNG, PDF).

• Verify that the file size does not exceed the limit.

• If using a mobile device, grant app permissions to access storage.

• If the issue persists, submit a Helpdesk ticket.

10. Reporting Bugs or Feature Requests

Issue: How do I report a bug or request a new feature?

Solution:

• For bugs, submit a Helpdesk ticket and include screenshots or error messages.

• For feature requests, submit feedback via your CSM or a Helpdesk ticket.

11. Escalating an Issue

Issue: What if an issue is urgent and needs escalation?

Solution:

• For most service issues, an IT admin should escalate the issue via the Helpdesk.

• For critical system issues: Contact OurPeople Support directly at support@ourpeople.com.

12. Broadcast Messages Not Sending

Issue: A broadcast message is not being sent.

Solution:

• Check if the message was scheduled: If scheduled, verify the correct time.

• Ensure recipients are selected in the OurPeople system. Broadcasts with 0 audience will not be sent.

• If issues persist, submit a Helpdesk ticket with details of the affected message.

13. Web Login Issues

Issue: A user cannot log in via the web.

Solution:

• Ensure the correct mobile number or email is used.

• Try clearing the browser cache or switching to Google Chrome or Microsoft Edge.

• If using Single Sign-On (SSO), verify that the correct provider is selected.

• Submit a Helpdesk ticket if the issue persists.

14. Mobile App Login Issues

Issue: A user cannot log in to the OurPeople mobile app.

Solution:

• Ensure they enter their correct mobile number (without spaces or country codes).

• When prompted for a magic word, ask an HR or IT admin for the correct one.

• Try reinstalling the app if login fails repeatedly.

• For corporate-managed devices, ensure OurPeople is not restricted by security policies.

• Submit a Helpdesk ticket if the issue persists.

15. Issues with File Uploads (File Card, Image Card, Video Card)

Issue: A user cannot upload files, images, or videos.

Solution:

• Check if the file is within the allowed size limit.

• Ensure the file type is supported (JPEG, PNG, MP4, PDF, etc.).

• If using a mobile device, allow storage permissions in device settings.

• Try using a different browser(if on the web).

• Check with your IT team about VPNs, Firewalls, or network restrictions (see Whitelist/ Firewall Issues below).

• If the file is required urgently, attach it to a Helpdesk ticket for further investigation

16. Whitelist / Firewall Issues

Issue: Users are unable to access OurPeople due to network restrictions.

Solution:

• Ensure your IT team whitelists OurPeople’s domain- contact OurPeople Support for your domains via a Helpdesk ticket.

• VPNs and firewalls may block access—try connecting from a different network.

• If using a corporate device, contact IT to ensure OurPeople is not blocked.

• Submit a Helpdesk ticket if the issue persists.

17. API and Third-Party Integrations

Issue: API or third-party integration (e.g., ADP, CIPHR) is not working correctly.

Solution:

• Ensure that the integration shows a green Synced status.

• Verify if the third-party service is experiencing downtime.

• If an error code is displayed, include it in a Helpdesk ticket for support.

18. User Status Issues (Active/Pending/Inactive/Frozen)

Issue: A user’s status is not what I expected in OurPeople.

Solution:

• If the user shows Invited/Inactive/Pending, they need to simply log in to OurPeople to show as Active again.

• If Frozen they need to be unfrozen to log in or receive notifications from OurPeople.

• If an HR integration is used, changes must be made in the HR system to un-freeze accounts.

• Submit a Helpdesk ticket if the issue needs further investigation.

This FAQ will be continuously updated as new common issues arise. If you need further assistance, reach out to OurPeople Support via the Helpdesk.