Troubleshooting Missing Data After Login

In this video, I address a common concern from users who log into our app and find their data missing.

I want to reassure you that your data is always safe and synced; the issue usually arises from signing in with the wrong account.

It's important to check that you're using the correct email and authentication method when logging in.

I encourage you to verify your account details in the settings and to sign out and back in if necessary.

Please make sure to use the same sign-in method you originally used to create your account to avoid creating multiple accounts.

If you’re still unable to resolve the issue, feel free to reach out to our support team for help.

Video transcript:

0:00 I sometimes get a question from people who say, hey, I, I, I logged in, I installed my app on my new phone or something like that, I logged in, and all my data is gone.

0:12 What's going on? To answer this, uh, first I'm going to tell you what's happened, uh, and then how to fix it.

0:21 The important thing is, firstly, your data is never going to randomly be just deleted. It it doesn't go anywhere, it's always synced, it's always backed up.

0:30 And I would say of the million plus people, almost 2 million people who've used Times Square over the years, I think maybe 100%, almost 100% of the time, the issue has been that the user has signed in with the wrong account.

0:53 Like, they've got multiple email addresses and they've signed in into one of their, uh, accounts that just doesn't have any data in it.

1:01 We used to have an issue where if you signed in with Google, uh, Google sign in or Apple ID, but you signed in and it wasn't linked to anything, we would create a new account for you automatically.

1:14 We would assume that you're trying to sign up and make a new account for you. And so there are instances where people do would have multiple accounts because they have multiple email addresses and they'd signed in with something and it was the wrong email.

1:27 So, uh, just to summarize, it's not as serious as it initially seems because your data is safe and it's very easy to, to solve.

1:38 Let's dive into how we're going to solve this. So step one, you want to make sure that, hey, am I, are you in the right account or not?

1:44 So you're going to timesheets. Sometimes the issue is, uh, you're just looking at the wrong pay period or the wrong month or something like that.

1:53 So you come in and there's nothing in there, step one, double check that you're looking at the correct time period.

2:00 Uh, step two is you can, if you go into settings and scroll all the way down to the account section, you can see who you're signed in as, and, uh, you can kind of verify, hey, is this the correct email address?

2:15 Is this the thing I'm expecting it to be? But let's say you have multiple email addresses, you don't really know if this is the right account or not.

2:23 You can just sign out and sign back in with another email address The other point to consider when signing in is you need to try to sign in with the same authentication method.

2:40 That you originally used to sign up. Here, I'm on an Android, so I don't have the Apple ID button, but, uh, if you're on iPhone, you would have Google email and Apple ID And let's say you sign in with Apple ID the first time you were creating your account, and then the next time around, you come in and

3:00 you're doing Google, Google sign in. it's not possible for us to, oftentimes it's not possible for us to link these two together.

3:10 And so you may have inadvertently created a account linked to your Apple ID and a separate account linked to So try to use the same authentication method.

3:20 And that's basically it. Like, it's a very, it seems super serious at first. You're like, oh, everything's gone. But in reality, you just sign out, uh, if you have other email addresses, try to sign in with those ones.

3:32 It's very easy to solve. That's it.