Troubleshooting Login & Account Issues

If you're having trouble signing into the Attlock app, this guide covers the most common issues and how to resolve them.

Resetting Your Password

If you've forgotten your password:

1. Open the app and tap Sign In
2. Tap Forgot Password? below the password field
3. Enter your registered email address
4. Tap Send Reset Link
5. Check your email for a password reset message (check spam/junk folders if it doesn't arrive within a few minutes)
6. Tap the link in the email and create a new password
7. Return to the app and sign in with your new password

Password requirements: At least 8 characters, including one uppercase letter, one number, and one special character.

Locked Account

Your account may be temporarily locked after multiple failed sign-in attempts. This is a security measure to protect your account.

To resolve a locked account:

1. Wait 15 minutes — the lock expires automatically
2. After the wait, try signing in again with the correct password
3. If you're unsure of your password, use the Forgot Password process instead of guessing
4. If your account remains locked, contact your supervisor or company administrator to unlock it manually

Expired Invitation Link

Invitation links sent by your company expire after a set period (usually 7 days).

If your link has expired:

1. Do not try to use the expired link — it will show an error
2. Contact your supervisor or company administrator
3. Ask them to resend your invitation from the admin dashboard
4. Check your email for the new invitation and complete the setup promptly

App Won't Load or Gets Stuck

If the app freezes on the loading screen or won't open properly:

Clear the App Cache

On Android:

1. Go to phone Settings > Apps > Attlock Guard
2. Tap Storage
3. Tap Clear Cache (do not tap "Clear Data" as this removes your saved login)
4. Reopen the app

On iPhone:

1. Close the app completely by swiping it away in the app switcher
2. Restart the app
3. If the issue persists, delete and reinstall the app from the App Store (you'll need to sign in again)

Check Your Connection

• Ensure you have a working internet connection (mobile data or Wi-Fi)
• Try switching between Wi-Fi and mobile data
• Toggle airplane mode on and off to refresh your connection

Update the App

• Open the App Store or Google Play Store
• Search for Attlock Guard and check if an update is available
• Install any pending updates and try again

Signed Into the Wrong Company

If you work for multiple companies and are seeing the wrong account:

1. Tap Profile > Sign Out
2. On the sign-in screen, enter the credentials associated with the correct company
3. If you're unsure which email is linked to which company, contact each company's administrator

Biometric Login Not Working

If fingerprint or face recognition fails:

1. Ensure biometric login is enabled: go to Profile > Security > Biometric Login
2. Try signing in with your email and password instead
3. If biometrics were working previously:
   • Check that your phone's biometric settings haven't changed (e.g., new fingerprint added)
   • Toggle Biometric Login off and on again in the app
   • Restart the app
4. If you recently updated your phone's operating system, you may need to re-enable biometric login in the app

Contacting Support

If none of the above steps resolve your issue:

1. Contact your supervisor first — they can resolve most account issues directly from the admin dashboard
2. Company administrator — can reset passwords, resend invitations, and unlock accounts
3. Attlock support — visit the Help Centre from the app's sign-in screen by tapping Need Help?, or submit a support ticket through the Help Centre website

When contacting support, have the following ready:

• Your registered email address
• Your company name
• A description of the issue and any error messages you see
• Your phone model and operating system version

Related Articles

• Downloading & Setting Up the Guard App
• Managing Your Profile and Settings
• Using Offline Mode