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User Manual
UKG Pro Mobile App – Troubleshooting Guide
This document outlines the most common issues experienced when using the UKG Pro mobile app
and the recommended steps to resolve them. Please review this guide before contacting Support
1. Unable to Log In
• Confirm your username and password are correct (check for typos and capitalization).
• If you forgot your password, use the Forgot Password option to reset it – Check the training
material “How to Reset the Password”.
• Check that you are connected to a stable internet connection (Wi-Fi or mobile data).
• Try logging in via a web browser to confirm your credentials work.
2. App not loading or freezing
• Close the app completely and reopen it.
• Restart your mobile device.
• Ensure you are using the latest version of the UKG Pro app from the App Store or Google
Play.
• Switch between Wi-Fi and mobile data to test connectivity.
3. Unable to punch in or out
• Ensure Location Services and required permissions are enabled (see platform-specific
steps below).
iPhone (iOS):
o Ensure Location is set to While Using the App (or Always, if required).
o Make sure Precise Location is enabled.
Android:
o Ensure Location permission is set to Allow only while using the app or Allow all
the time.
2
• Refresh the app or log out and log back in before trying again.
4. App version or device compatibility issues
• Update the UKG Pro app from the App Store (iOS) or Google Play Store (Android).
• Ensure your device operating system meets the minimum UKG Pro requirements.
• Restart the app after updating.
If you have any questions, please contact your manager.