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Frequently Asked Questions (FAQs)

 Downloading the App

• Clients don’t see the App in the App store. Why? 
  • If they don’t see the App in the Google Play or App (Apple) Store, this likely means the App was not yet enabled for their region. 

Signing in 

• Why do users need to sign in to use the App? 
  • Many mobile applications require users to sign in to access personalized features or to protect user data and privacy. By signing in, the App can verify their identity and ensure their data is only accessible by them.
• What information do users need to have handy to sign in? 
  • Users can login to the Onsite by Avetta Mobile app two ways and they should keep both methods handy:
    • They can use the same login (email address and password) they used to login to the Client Portal (their Pegasus Workforce Account) to sign into the mobile application. 
    • If they’ve been given an Onsite Track Easy username and password this can also be used  
• How can users store their password? 
  • When users log into the mobile App for the first time and enter their password, the App will ask them to create a pin number to store it for the next time they log in. This is optional to the user, so they can skip and continue to the app dashboard. 
  • If they choose to enter a pin number, the next time they launch the App, the pin entry screen will display.

Mobile App General Questions

• Can Clients use the same account on multiple devices?
  • Yes, Onsite Mobile allows users to use the same account across multiple devices if they use the same sign-in method (Pegasus Workforce Account or Onsite Track Easy Account). 
• How do users find the App version number? 
  • The App version number is found towards the bottom of the sign-in screen when the app is launched 
• Can Clients use the App offline? 
  • No. Currently the App does not support Offline mode.
• Can Client users Scan any QR code?
  • Only Pegasus Workforce QR codes, either from a physical card or from a workers QR Code screen from inside the Workforce by Avetta Mobile app, will be read.

Forgot Password or Other Issues

• What if users forget their password?
  • The App offers a “Forgot password” option for users to reset their password by providing their registered account’s email address. Upon entering these details, they will be emailed a password reset prompt to complete.
• What if users lose their phone? 
  • They should re-install the App on their new device and login in with their existing credentials.
• The App isn’t opening. What do users do?
  • First, they should check their internet connection. If they have a poor connection or no connection, the App may be unable to load. If the issue persists, they should try restarting their device or clearing the App cache.
• The App is freezing or crashing. What do users do?
  • They should try closing the App and restarting it. If the issue persists, check for any updates for the App and their device's operating system. If the problem persists, uninstall, and reinstall the app.
• Users need help logging into the App. What do they do?
  • They should check their internet connection and ensure they are using the correct login credentials. If they have forgotten their password, reset it using the “forgot password” option. If the issue persists, they should contact customer support for further assistance.
• Users are experiencing other issues with App. What do they do?
  • Check for any updates for the App and their device's operating system. If the problem persists, contact customer support for further assistance. They should provide as much detail as possible about the issue they are experiencing, including any error messages or steps they took before the issues occurred.

User Experience 

• What can users do once logged into the application? 
  • As a Client user, they have the following functions available when they log into the Onsite Mobile App. These functions are a subset of the functionality available on the desktop. User rights may restrict options inside the app.
    • View the worker competencies by a manual search. 
    • Enable the QR scanning mode to scan the digital badge of the worker to review the worker’s status 
    • View roles and competencies of the worker along with the work status in a listed view. 
    • View submitted documents of the worker for a role (User rights-based)
    • See how many workers/sites visitors are onsite at any given time periods (User rights-based)
    • Scan Workers in and out of sites (User rights-based)
    • Create Events (optional and User rights-based)
    • Create and start emergency events and mark works SAFE or ABSENT (optional and User rights-based)
    • Manage assets (optional)  
• Will users be able to log out Workers from the App? 
  • With the User right permission “can log persons in and out”, Yes. Client users can log out workers from anywhere by searching for the worker or tapping into “On-site Now” and looking for logging the worker out.
• Should Clients’ Workers need help logging into the Workforce by Avetta App, who do they call?
  • Avetta Support at the following numbers:   
    • AU: 1300 441 433
    • NZ: 0800 700 136 
    • UK: +44 1628 450400
    • International: +61 2 4047 0491 
    • US and Canada: +1 844-929-3078