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Common Issues

Here are solutions to the most common issues FairTest users encounter.

I Can't Log In​

  • Check your email and password — make sure there are no typos
  • Reset your password — click "Forgot Password?" on the login page
  • Check for MFA — if your account has MFA enabled, make sure you're entering the correct code from your authenticator app
  • Account deactivated — if your account has been deactivated by an admin, contact your organisation's FairTest administrator

Account Is Locked​

After too many failed login attempts, your account is temporarily locked for security.

  • Wait the indicated time (shown on the login page) and try again
  • If the issue persists, reset your password using the "Forgot Password?" link

I'm Not Receiving Emails​

  • Check your spam/junk folder — FairTest emails sometimes get filtered
  • Check the email address — make sure the correct address is on file
  • Invite emails — if you were invited to an organisation and didn't receive the email, ask your admin to resend the invite from Setup > Team

I Can't See Certain Features​

  • Check your role — some features are only available to certain roles. Ask your admin what role you've been assigned.
    • Testers can only log and view tests
    • Managers can also access employees, selections, and reports
    • Admins can also manage setup and team
    • Owners have full access including billing

My Subscription Is Past Due​

  • Go to Billing and click Manage Subscription
  • Update your payment method in the Stripe portal
  • If your subscription lapses, contact support for assistance

CSV Import Errors​

  • Column names — make sure your CSV headers match the expected format
  • Location/department not found — names in the CSV must exactly match what's configured in FairTest Setup
  • Duplicate employees — if using External IDs, existing employees with matching IDs will be updated, not duplicated

Photos Won't Upload​

  • File size — ensure photos are not excessively large
  • File format — use standard formats (JPG, PNG)
  • Connection — check your internet connection, especially on mobile

GPS Not Capturing​

  • Location permissions — make sure your browser or mobile app has location access enabled
  • Device GPS — ensure your device's location services are turned on
  • Indoor testing — GPS accuracy may be reduced indoors; the location will still be approximate

Selection Schedule Not Running​

  • Check that the schedule is Active (not Paused) in Selections > Schedules
  • Verify the timezone is correct for your location
  • Check for blackout dates that may be blocking the selection
  • Ensure you have active employees in the selected scope

Integration Not Syncing​

  • Go to Setup > Integrations and check the connection status
  • Click Test Connection to verify credentials
  • Check that entity mappings are configured (locations, departments, etc.)
  • For OAuth integrations (Deputy, Employment Hero), you may need to reconnect by re-authorising the integration

API Key Not Working​

  • Ensure the key has not been revoked — check Setup > API Keys
  • Check the key has the required permissions (read, write, selections)
  • Verify the key has not expired
  • Make sure you are using Bearer token authentication in the Authorization header

SMS Not Sending​

  • SMS notifications are configured per-selection, not globally
  • Check the employee has a valid phone number on file
  • Review the delivery status in Setup > Message Log

Mobile App Issues​

  • Update the app — make sure you're running the latest version
  • Biometric not working — try disabling and re-enabling biometric login in Account settings
  • App won't load — force close and reopen, or check your internet connection

Still Need Help?​

Contact FairTest support at support@fairtest.com.au and we'll get back to you as soon as possible.

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