Support
Help with FieldNiq.
Answers to what comes up most in the app, and how to reach us when they don't cover it.
To get a fix faster, include your organisation's name, the email you sign in with, your phone model, the app version, and a screenshot of anything that looks wrong.
01
Using the app
Most of these are settled by your organisation's admin, who manages accounts, devices and outlets from the web panel. Start there; if they can't fix it, they can write to us.
01I can't sign in.
FieldNiq accounts are created by your employer, not by signing up in the app. Sign in with the email address your admin registered for you. If you have forgotten your password or your account has been deactivated, ask your admin to reset or reactivate it. We cannot change an employee's password on an organisation's behalf.
02I've changed phones and can't log in on the new one.
Each employee is bound to one device on first login, so attendance can't be marked from a second phone. Ask your admin to release the binding on your account from the web panel, then sign in on the new phone. The release is recorded.
03The punch-in button won't let me punch in.
Punch-in only works from inside your office's geofence. Our server checks the distance, not the phone. Make sure location is switched on with precise location allowed, step outside or near a window for a better GPS fix, and check you have mobile signal: the punch is confirmed by our server at the moment you save it.
If you are inside the office and it still refuses, the office coordinates or radius may be set wrong. Your admin can correct them.
04Check-in at an outlet won't unlock.
Check-in unlocks within 50 metres of the outlet's saved coordinates. If you are standing in the shop and it stays locked, the outlet's location is probably saved wrongly. Ask your admin to correct it.
05My route trail has gaps, or tracking stopped during the day.
The trail records between punch-in and punch-out only. To keep it running with the screen off:
- Set location permission to “Allow all the time” on Android, or “Always” on iPhone.
- On Android, turn off battery optimisation for the app. The app's Tracking screen has a Battery optimisation shortcut.
- Don't swipe the app away or force-stop it while you're punched in.
- Turn off any mock-location or fake-GPS app. Mock locations are flagged to your manager.
Losing signal does not cause gaps. The trail is stored on the phone and uploads with its original timestamps when signal returns.
06I need to change a visit that's locked.
Visits lock at the end of their day. Open the visit and request an edit with a reason. Your manager approves or rejects it, and every change after the first save is logged.
07Can I turn location tracking off?
Yes. Open the Tracking screen in the app and choose “Turn off location tracking”. You can also read exactly what is collected there. Location is only ever recorded between punch-in and punch-out, and never on leave days, weekends or after you punch out. Your employer decides whether tracking is required for your role, so talk to them about what turning it off means for your attendance.
02
Billing and plans
08How do we pay, and where are our invoices?
Payments go through Razorpay: UPI, cards or net banking. A GST invoice is issued for every payment and emailed to the account administrator. Plans and seat allowances are on the pricing page.
09How do we cancel?
Monthly plans can be cancelled any time before the next billing date. Annual plans can be cancelled but are not refunded. The terms of service give the full detail.
See pricing and the terms of service.
03
Deleting an account or its data
If you are an employee using the app
Your account belongs to your employer's organisation, which controls your data. Ask your admin to delete your account. If you can't reach them, or they don't act, email soul@fieldniq.com from the address you sign in with, and give your organisation's name. We will take it up with them and reply within 30 days.
If you administer an organisation
Write to soul@fieldniq.com from the administrator's email address to delete the organisation and all of its data. You can export your data from the admin panel first.
What is deleted, and when
- Raw location points are deleted automatically after 90 days. Only the distance totals stay, for travel allowance.
- When a subscription ends, the organisation's data is kept for 90 days so it can be exported or the account reinstated, then deleted.
- An organisation can ask for its data to be deleted earlier at any time.
- Server logs are kept for 90 days.
The full detail is in the privacy policy.