Contents of this article are applicable to the following users
Tier: All Tiers
Platform: Web
Access Level: Manager, Owner
If a staff member reports that they are unable to open or access the StaffAny app, their account session may have become stale. This typically happens when account details — such as the staff member's organisation assignment or access level — are updated, but their device's authentication token is not automatically refreshed to reflect the change.
Managers and Owners can resolve this quickly from the web app without affecting the staff member's schedule, timesheet, leave records, or any other data.
This guide will cover how to:
Identify If a Session Refresh Is Needed
A stale session is likely the cause if the staff member experiences any of the following:
The StaffAny app does not open or crashes immediately on launch.
The staff member is logged out unexpectedly and cannot log back in.
The app shows the wrong organisation or access level after an account update.
The staff member was recently added to a new organisation, had their access level changed, or was reactivated.
Before refreshing the account, confirm that the staff member's account is active in StaffAny and that their email address and access level are correct in My Team.
Refresh a Staff Member's Account
To refresh a staff member's account session:
Go to My Team.
Find and click on the staff member who is unable to open the app. Their profile panel will open on the right.
Scroll to the bottom of the profile panel and click Refresh Account.
Once complete, ask the staff member to close and reopen the StaffAny app. Their session will be updated and they should be able to access their account normally.
Note: Refreshing the account resets the authentication token only. The staff member's schedule, timesheet, leave records, payroll data, and all other account information will not be affected.
Note: Only Managers and Owners can refresh a staff member's account. Managers with the Manager access level can refresh the sessions of Employees and Supervisors, but cannot refresh other Managers or Owners.
Additional Troubleshooting Steps
If the staff member is still unable to open the app after the account refresh, try the following steps in order:
Ask the staff member to log out and log back in. On the StaffAny app, go to Profile and tap Log Out, then log back in using their registered email address and password.
Check that the app is up to date. Ask the staff member to update the StaffAny app to the latest version from the App Store (iOS) or Google Play Store (Android).
Check the device's minimum OS version. The StaffAny app requires a minimum operating system version to run. Refer to Minimum OS Version for StaffAny for the requirements.
Reinstall the app. If updating does not resolve the issue, ask the staff member to uninstall and reinstall the StaffAny app, then log in again.
Check internet connectivity. Ensure the staff member has a stable internet connection before attempting to open the app.
If the issue persists after all of the steps above, contact the StaffAny support team with the staff member's registered email address and a description of the issue.
FAQ
Q: Who can refresh a staff member's account?
A: Only Managers and Owners can refresh another staff member's account using the Refresh Account button on the web app. Supervisors and Employees cannot perform this action.
Q: Will refreshing the account delete or change any of the staff member's data?
A: No. Refreshing the account only resets the authentication token used to verify the staff member's session. Their schedule, timesheet, leave records, payroll data, and all other account information remain unchanged.
Q: Why might a staff member's session become stale?
A: A session becomes stale when account details such as the organisation assignment or access level are updated, but the device's authentication token is not automatically refreshed to reflect the change. This can also occur after a staff member is reactivated or moved to a different organisation.
Q: Can the staff member refresh their own session?
A: If the staff member can still access the app, they can try logging out and logging back in to refresh their own session. If they cannot open the app at all, a Manager or Owner will need to use the Refresh Account button on the web app first.
Q: The Refresh Account button is not visible. What should I do?
A: The Refresh Account button appears at the bottom of the staff member's profile panel in My Team. If you do not see it, confirm that your access level is Manager or Owner. Managers with the Manager access level cannot refresh accounts of other Managers or Owners.
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