Troubleshooting

When something goes wrong, Cadre tells you in words on the screen, usually with a Try again button. Read the message first: it normally says what to do. This page covers the problems people meet most often.

Signing in

I can’t sign in

Cadre signs you in through Vault, the sign-in service Cadre uses. Your email address and password are Vault’s, not your organisation’s.

• Check that you’re using the email address your invitation was sent to.
• If you’ve forgotten your password, select Forgot password? on the sign-in page and follow the email you receive.
• If you’re signed in as someone else, select Not you? or Sign out on Choose an organisation, then sign in again.

See Signing in.

My invitation link has expired or doesn’t work

When you’re invited, you receive an email to set up your sign-in and, separately, an email from Cadre saying which organisation you’ve joined. If the link to set up your sign-in no longer works, go to the sign-in page, select Forgot password? and enter the email address the invitation was sent to. You’ll receive a new link to set your password.

If that doesn’t help, ask your HR admin or owner. In Settings, then Members, they can see whether you’re still shown as Invited, and select Resend invite to send you a new invitation. See Logins and invitations.

It says “No organisation yet”

Your login works, but you’re not a member of any organisation in Cadre. Ask your HR admin or owner to invite you, using the email address you signed in with.

Access

A screen or menu item I expected isn’t there

Cadre shows each person only what their roles allow, in the organisation they have open.

• Check the organisation. The organisation’s name is at the top of the side menu. Your roles can differ between organisations: select the name to switch.
• Check your roles. Your roles are shown under your name at the top right of the screen. See Roles and permissions.
• Manager screens appear only when at least one current direct report is recorded against you. Ask HR if your team is missing.
• At an agency, a member who looks after only some clients sees only those clients’ people and runs, and does not have the agency-wide settings.

If you open a link to a screen your role does not include, Cadre takes you back to Home. If you open a link to an organisation you’re not a member of, it takes you to Choose an organisation.

It says “Employee not found”

You don’t have access to that person’s record. Owners, HR and payroll can open anyone’s record; a manager can open their own reporting line; everyone else only their own. Cadre gives the same answer whether the record exists or not, so it never reveals who works where.

My own payslips, leave or time aren’t showing

If the screen says Your login is not linked to an employee record yet or You do not have a current employee record in this organisation, your login has not been connected to your employee record here, or your employment has ended. Ask HR to link your login to your record.

Nothing I change is saved, and a banner says the organisation is read-only

A Cadre subscription invoice is overdue. You can still view and download everything, but no changes are accepted until it’s paid. Your organisation’s owner can pay in Settings, then Billing, and full access returns at once. See Subscription and billing.

Clocking in

Clocking in says location permission was not given

Your organisation checks where people clock in, and your browser did not share your location.

1. Allow location for Cadre in your browser’s site settings, and make sure location is switched on for your phone.
2. Select the clock button again.

Other messages you may see:

• Your location took too long to find or Your location could not be found: move to where your phone has a better signal, or outdoors, and try again.
• This browser cannot share its location: use another browser, such as your phone’s own.

Cadre says I’m outside the location, or can’t verify me

Cadre compares where you are with the work locations your organisation has set up. What happens next is your organisation’s choice:

• The clock-in may be recorded, and shown to your manager as outside or unverified.
• You may be asked Why can’t this be verified? Give a reason to continue.
• The clock-in may be refused. The screen says Nothing was recorded. If you are working, speak to your manager or HR: they can correct your time.

See Clock in and out.

Addresses and maps

No suggestions appear when I type an address

Suggestions start from the third character, a moment after you stop typing, and are for addresses in Nigeria. If Cadre says address suggestions are not available, Google refused or could not be reached; type the address yourself, it is saved just the same. If there are never any suggestions or maps, your organisation’s Cadre has none set up: every address and position is typed.

The map says it could not be loaded

The map’s imagery comes from Google. If Google refuses or can’t be reached, Cadre says so rather than showing a blank map, and the latitude, longitude and radius fields still work. Try again later, or tell your Cadre administrator if it keeps happening.

Importing employees

My file won’t upload

The file must be an Excel (.xlsx) or CSV file of up to 5 MB and 2,000 rows. Start from Download template on the import screen and keep the column headings as they are.

The review shows rows with errors

Cadre checks every row before anything is imported, and Import is available only once every row is correct.

1. Read What to fix for each row, or select Download error report to get the rows and their errors as a file.
2. Correct the rows in your own file.
3. Select Upload a corrected file.

Nothing is imported until the whole file is correct, so a half-imported file never needs cleaning up. See Import employees in bulk.

Some login invitations from an import weren’t sent

After an import, Cadre login invitations lists each row’s invitation: sent, waiting (with when Cadre will try again, and why) or not sent (with the reason). Cadre retries a failed invitation by itself a few times. To try the ones that were not sent again, select Try the failed ones again. Select Refresh to see the latest.

Emails

I’m not receiving emails from Cadre

1. Check your spam or junk folder.
2. Open My profile, scroll to Notifications and check you haven’t switched that notification off for email.
3. Ask your HR admin or owner whether the organisation has switched that notification off in Settings, then Notifications. What the organisation switches off is sent to nobody.

Notifications that ask you to act, such as a request to approve, can’t be switched off. Most notifications also appear in the bell at the top of the screen, so check there too.

My signing link doesn’t work

A link to sign a document works once, only while it’s your turn to sign, and only until the request’s deadline. If you’ve had a reminder, only the newest email’s link works: the page says the link has been replaced by a newer one. The code Cadre emails you to open the document is valid for 10 minutes. If the link has ended, ask the person who sent the document to send it again. See Sending documents for signature.

Reports and exports

An export says too many rows match

A list export holds at most 50,000 rows, and an audit log export at most 10,000 changes. Cadre never gives you a file that’s cut short: narrow the filters or the dates and export again.

The audit log won’t show my dates

A period in the audit log can be at most 366 days, and the last day cannot be before the first. The message above the list says which applies. The list keeps showing the previous period until you fix the dates.

A figure shows as —

That figure isn’t available, for example because it was never recorded. Cadre never shows a missing figure as ₦0.00. See the FAQ.

Still stuck?

Ask your organisation’s HR admin or owner first: most problems are a role, a link between your login and your record, or a setting only they can change.

Related

• Frequently asked questions
• Roles and permissions
• Glossary