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What do you need help with?
Common questions
FAQ and troubleshooting
I forgot my password or cannot sign in.
On the sign-in screen, enter your work email and ask for a one-time sign-in link instead of typing a password — it arrives by email and signs you straight in. If the email never shows up, check spam, then ask Yesina in the Office or a manager to confirm the address on your record.
The app says I am offline. What still works?
You can still open the app and read what was loaded last, and you can still clock in and out. Your punches are held on your phone and sent up as soon as you have a network again. New messages and fresh schedule changes will not appear until you reconnect.
What does the Syncing pill mean?
It is the small status chip in the top corner on your phone or at the bottom of the sidebar. It tells you whether everything you did has been sent up yet. If it says items are waiting, stay on a network for a moment and it clears itself.
My schedule is empty or a shift is missing.
Check the week arrows first — you may be looking at a different week. If the week really is blank, the schedule may not be published yet, or you may not be assigned. Ask your manager in your department channel.
I clocked in or out by accident.
Do not worry about it and do not try to cover it by punching again. Go to Time clock, tap the entry that is wrong, and use Request a timesheet correction to explain. A manager reviews it and adjusts your hours.
My swap request is still pending.
Pending approval means a manager has not signed off yet. Until they do, the shift is still yours — turn up for it unless you hear otherwise. If it is urgent, message your department channel.
Will the app text me or buzz my phone?
Not yet. Notifications live inside the app under Messages. Check them at the start of your shift, and add Jamaica Ops to your home screen so it is one tap away.
Why can I not edit my department or role?
Roles, departments and access levels are set by management so the schedule and payroll stay correct. Ask the Office or a manager to change your record.
When should I use Urgent help instead of an incident report?
Urgent help is for something happening right now that needs a person immediately — an injury, a safety threat, a fire or flood. An incident report is the written record, and you file it afterwards. For anything life-threatening call 911 first.
Who do I contact for help?
Your manager first, through your department channel in Messages. Office and staffing questions go to Yesina in the Office. Anything about the app itself goes to Garrett.
Glossary
What the words on the screen mean
- Open
- Logged but nobody has picked it up yet. Used for incidents and work orders.
- Unfilled
- A shift on the schedule with nobody assigned to it. You can claim one if you are able to work it.
- In progress
- Someone has been assigned and is working on it.
- Urgent
- Highest priority. It needs attention before anything else on the list.
- Pending approval
- Waiting on a manager. Nothing has changed yet — your original shift or timesheet still stands.
- Assigned
- It has your name on it. It shows under Your tasks on Home.
- Resolved
- Handled and closed out, with a note explaining what was done. It stays in the record.
- Acknowledged
- You confirmed you read a broadcast, so management knows the message reached you.
- Offline
- Your phone has no network. The app still opens and you can still clock in and out.
- Syncing
- Things you did offline are being sent up now. Stay on a network until it clears.
- Handoff
- The written shift-to-shift note in Ops, so the next crew knows what happened on yours.
- Broadcast
- A resort-wide announcement from management, kept separate from department channels.