Browse all help
Guides
Guides for each role
Running it day to day
When something goes wrong
How do I…?
Signing in and the app7
Doing jobs13
- The camera won't open
- How do I do a job and send it for check?
- What makes a good evidence photo?
- A job came back red. How do I fix it?
- It asks for location. What if I'm indoors?
- I have no jobs today. Is that right?
- How do I report a broken bin or a leak?
- It says some fields are still missing
- How do I see the jobs for one bin or machine?
- Why must I scan a sticker before the photo?
- The sticker won't scan or is damaged
- It says the item hasn't been linked yet
- It says Wrong sticker. What do I do?
Checking jobs and running the team10
- How do I add a one-off job?
- How do I check a job: pass it or send it back?
- How do I do a job myself?
- How do I mark a holiday so jobs are not counted as missed?
- A worker registered a new item. How do I approve it?
- How do I give a job to someone else?
- How do I move a job to another day?
- Where do I see what was missed yesterday?
- How do I send a job back so the worker understands?
- How is my team doing today?
Setting up and managing17
- How do I add a worker or supervisor?
- How do I approve today's jobs?
- We added a DG set or a borewell. How do I update our setup?
- How do I turn on a recommended rule?
- How do I prepare and record an annual return?
- How do I move from the free plan to the licensed plan?
- How do I give someone their sign-in code?
- How do I stick and link QR stickers?
- How do I make the monthly report?
- What does Path to green show?
- How do I replace a lost or damaged sticker?
- How do I get the report emailed every month?
- What is setup evidence and how do I finish it?
- How do I share documents with an inspector?
- Someone left. What do I do?
- How do I upload a licence and get renewal reminders?
- How do I check my waste vendor's licence?
Collection, intake and gate7
By type of organisation
Troubleshooting
Find what the screen says, then do what the right-hand column says. If it isn't here, see Getting help.
Signing in
| What you see | What to do |
|---|---|
| This mobile number is not registered. Ask your manager to add you. | The Manager adds the person in User Management, or corrects the number there. |
| That code is not right or has expired | The Manager clicks Login OTP, or Regenerate OTP, and gives the new code. |
| Too many wrong PINs. Wait 15 minutes | Wait 15 minutes, or sign in with a fresh one-time code. |
| Your PIN is right, but this staff account is not active | The Manager clicks Activate in User Management. |
| The web portal is for your organisation's Manager | Supervisors and workers use the phone app only. |
| A free-plan Manager is told to use the app | The free plan runs in the phone app only. |
| Manager forgot the password | Forgot password? on the sign-in page. If you have a second Manager, they can use Reset PW. |
| Sign-in is busy right now | Wait a minute and try again. |
| The phone asks for a fingerprint every time | This is normal after the app has been in the background. It protects your records. |
| Signed out unexpectedly | Sign in again. Jobs saved on the phone are kept. |
Doing jobs (phone)
| What you see | What to do |
|---|---|
| QR Scan Required | Go to the item and scan its sticker. This is how the job proves it was done there. |
| Wrong sticker | You are at a different item from the one the job is for. Find the right one. |
| This item hasn't been linked yet | The sticker needs linking: see Setup evidence and QR stickers. Meanwhile, carry on with other jobs. |
| No sticker on this item yet | You can still do the job. The Manager is told; link a sticker this week. |
| The sticker won't scan | Enter sticker code instead, and type the 8-character code. |
| Location is off / Location needed for evidence | Turn on Location. If you are indoors or have no signal, choose I'm indoors or No signal here. The photo is saved and flagged to the Manager. |
| Camera permission is required | Allow camera. If that doesn't work: phone Settings → Apps → EarthReheal → Permissions → Camera → Allow. |
| Saved on this device and will submit when you reconnect | Nothing to do. It sends by itself when there is signal. Do not uninstall the app. |
| Sync failed — tap to retry | Tap it when you have signal. If it keeps failing, sign out and back in, then tell the supervisor. |
| Required fields missing | Scroll through Data Entry: one field is still empty. |
| The job is locked / awaiting supervisor review | It has been sent. Wait for the check. |
| No jobs today (All clear!) but there should be | Check with the supervisor that the jobs aren't assigned to someone else. |
Managing (web)
| What you see | What to do |
|---|---|
| A job went to the wrong person | The supervisor uses Reassign this job on the phone. If it keeps happening for one type of job, tell us. |
| Jobs on a holiday count as missed | Mark the holiday in Job Calendar before the day. |
| A rule is on that shouldn't be, or off that should be | Check your site answers in ✏️ Edit Tenant Info. Still wrong? Email us. |
| A report tile shows 0 | The jobs behind it have not been done or approved in that period. Check the dates and Daily Tasks. |
| A renewal reminder never came | The licence has no expiry date. Add it in Licences & Documents. |
| N overdue filing(s) need attention | Open the Compliance Hub filing calendar. Either file and Mark as filed, or Suppress reminders if it doesn't apply to you. |
Phone tips that solve most problems
- Keep the app up to date from the Play Store or App Store.
- Keep at least 1 GB of free storage on the phone. Photos need room.
- Battery-saver modes can stop the app sending in the background. Open the app on Wi-Fi or mobile data to let it catch up.
- Don't clear the app's data or uninstall it while anything is waiting to send.