Barrierline

A tech’s phone is lost, broken or stolen. What now?

For the office

If a phone is lost or stolen, remove the tech’s login on the Team page. It stops working at once, the alerts already sent to that login are deleted, and their records stay. Then get the tech going on a new phone.

Cut off the lost phone

  1. Open Team.
  2. On the tech’s row, tap the ... button.
  3. Tap Remove login. If they have more than one login, pick the one with the right email.
  4. Confirm. The page says “Login removed.”

A removed login still has its company’s route and records on that phone until the phone is signed out. The next time the app starts with signal, it says “Your office removed this login”. Removing the login does not erase the phone. If it was stolen, use the phone’s own lock and erase tools too.

Get the tech going on a new phone

  • If you did not remove their login, they install the app and sign in with the same login (Google, Apple, or email and password).
  • If you did, tap ... on their row, then Send an invite. If they still have a login, the item reads Another invite. Copy the invite message and send it yourself. They open the link or type the code, and make a login.

For a stolen phone, have the tech join with a different login than before. A new invite switches the same login back on everywhere it is signed in, including the stolen phone.

Their stops stay on their route. To hand today’s stops to someone else, see Use the map.

The work that was on the phone

Everything the phone sent is at the office. Open a stop’s record and look under What the tech did to see what came in and when. That log is kept 90 days. Anything the phone never sent is only on that phone. Do not count on getting it back. If a phone sends work after its login was removed, the office does not add it to the records. It waits under Settings, Phone changes, with the reason.

The phone broke but still turns on. Charge it, get signal, and open the app. On the Me tab, tap Update now and wait for “Everything is at” your company. Do not delete the app or sign out. Remove the login only after that, because work sent after the login is removed is not added to the records, and photos and videos cannot upload at all.

Will I know a phone went quiet? If a tech has a stop in progress today and their phone has not reached the office for 2 hours, your Inbox gets “...’s phone hasn’t reached the office for 2 hours”. You can turn this alert on or off in Settings, Alerts (A phone silent for 2 hours). The alert says the work is safe on the phone and goes up when it gets signal. A phone lost between stops raises no alert, and neither does one whose login you already removed.

Good to know

  • Remove login is not Remove from the team. That one is for a tech who has left.

Still stuck? Email help@barrierline.com.