This is a list of the most common questions answered by Celayix support team. For questions not answered here, contact your company's administrator.

I'M NOT A ROBOT - it always asks me to solve the Captcha puzzles

The Captcha mechanism is made to ensure that shifts are being selected by a human, not a program. It asks the person to solve puzzles that are easy for people to solve but difficult for programs. The idea is that Captcha will learn that you are a person and will stop asking you to solve puzzles. You will simply check the box next to the words "I'm not a robot".

You can help Captcha remember you by signing into your Google or Gmail account. As long as you keep using the same browser and you are signed into your Gmail account, Captcha will remember that you are a person, not a robot.

I want to Self-Schedule some shifts but I do not see any

• Self schedule shifts are visible during a period defined by your company. 
• Self schedule shifts are only visible if (a.) you have the required qualifications and (b.) you are not already working during that time block
• Shifts may no longer be available if other people have already selected them.
• Please watch our Self Scheduling Best Practices video for assistance
• If you are unsure about how the self scheduling sessions work, please contact your Administrator. 

Is there a recommended Internet Browser to use? 

• Team Xpress supports the latest version of Chrome or Firefox.
• Other browsers such as Internet Explorer, Edge and Safari are not supported.
• Tip: set your browser or phone to auto-update the browser.

Where do I download the Team Xpress mobile app?

• Go to your Apple or Android phone's app store and search for Celayix Team Xpress.
• Download and install.
• The app is free.
• Tip: set your browser or phone to auto-update the app.

What if I don't have an Apple or Android device?

• Use Firefox or Chrome web browser on your phone or computer

How do I login to Team Xpress?

• Go to either your app or login.celayix.com
• Enter your Client ID, Username and Password provided to you by your company. If you do not have this information then contact your supervisor
  
  • Note: If you previously used Web Xpress, then continue to use the same information
• In the app, to stay logged in tick the "Stay logged in" button on the login page 

I forgot my password. What do I do?

• There is a Forgot your password link on the login screen of Team Xpress. An email will be sent to you with instructions. 
• If you do not get an email, check your Spam or Junk folder. If it's not there then maybe the email address associated with your account is incorrect. Please contact your Administrator, who can correct your email address or reset your password. 

How do I change my password?

• If you are already logged in and you want to change your password, go to the Profile (head and shoulders) button to change your password. 
• If you are not yet logged in, tap the Forgot your password link in the login page. An email will be sent to you with instructions

How do I log out?

• Go to the Profile button
• Hit Log Out button at the bottom of the page.

The Dashboard does not show my current shift. Why?

• You may be outside the time window for checking in or out.
• Look at your schedule to be sure that you have a shift scheduled.
• If a shift is missing that you expect to be there please call your administrator. 

What does 'Device not within geo-fence' mean? 

• This message indicates that the location that your device is reporting is outside of the required check-in zone
• To check in successfully, please move to inside the circle
• If you are sure that you are inside the required area, then your phone may not be reporting its location correctly. To verify there are no issues with your phone or phone provider, please use http://whereamirightnow.com to verify your location. (This website is independent of Celayix Software, and does a good job of telling you where the phone thinks it is.)
• If you find you are outside of the range, please turn off and on your phone's Location services. The services should resume normal operation within a few minutes. 
• If the problem persists, please contact your Administrator with screenshots of the error and map. They can contact the Celayix Support team if they require further assistance

What does 'Your device accuracy is not acceptable' mean? 

• This message indicates that your phone's Location service is reporting a poor degree of confidence in its location
• The accuracy is the reliability or trustworthiness of the location that the phone is reporting at that moment. Low numbers are better whereas high numbers indicates poor reception
• Accuracy is affected by environmental factors such as being indoors vs outdoors, surrounding structures, weather, etc.
• If you are at the correct location but the phone reports unacceptable accuracy, then try again. If the phone continues to indicate that the accuracy is unacceptable, try moving to a location that may get better reception
• If you are facing this problem and using WIFI network, please turn off network and use phone data to clock in. This will use very minimal data. 
• If the problem persists, please contact your Administrator with screenshots of the error and map. They can contact the Celayix Support team if they require further assistance

What does 'The iCalendar is disabled' mean?

• This message does not indicate an error of any sort. This message means that your company has not licensed the optional iCalendar module.
• In a future version of Team Xpress the message will be removed so as not to cause any concern.

How do I confirm all my shifts in bulk?

• Go to the Actions needed tab(it is under Schedule and right beside the My shifts tab).
• Click Confirm All to confirm all the shifts you see.

How do I drop shifts I don't/can't work?

If enabled by your company, you may see an option to "drop" a shift.

What this means is also based on decisions that your company may make regarding workflow.

Essentailly by "dropping" a shift you are telling your supervisor that you cannot work that particular shift, but please note that you may still remain assigned to that shift until your supervisor finds you a replacement.  There are other workflows where when you drop a shift you are automatically removed. Please speak with your manager if you have questions on which workflow your company follows.

I have feedback for Celayix on Team Xpress. How do I share it with Celayix?

• To share any feedback with Celayix the app developer, please use the Feedback form within Team Xpress. You can access it through the Profile icon. 
• We read all feedback and often incorporate feedback into future releases to improve ease of use for users. 
• We are not able to respond to feedback, but if you include your email address we may contact you if we need more information. This is completely optional. By default we will not respond to feedback messages. 
• Do not send questions about your shifts, absences, schedule, or anything else related to your work. This is for feedback about the app itself.

Geolocation & Privacy Policy

See the Geolocation & Privacy policy if you have any concerns about privacy when using Team Xpress.

I have read this FAQ page and watched the videos but I am still confused! What should I do?

• For assistance, please contact your company Administrator. If the problem needs escalation your administrator may contact the Celayix Support team.