OnSite support
How can we help?
Answers for owners and employees are below. If you can't find what you need, email us: a person in Sydney reads every message.
Contact
- Reply within one business day
- Monday to Friday, Sydney time. English or 中文.
- Please include
- Whether you are the owner or an employee, your iPhone model and iOS version, the OnSite version, what you did and what happened. A screenshot helps.
Employees: questions about your employer's attendance rules should go to your employer. We can help with how the app works.
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Frequently asked questions
Setting up
How do I set up my business?
Sign in with Apple or your email, enter your business name and state, then:
- Sites: add your workplace on the map and set the radius.
- Team: add each employee and their weekly shifts.
- Team › employee › Create Invite Code, then send the code.
How big should the circle be?
150 metres suits most shops and offices. iPhones can't reliably detect circles smaller than about 100 metres, and two sites closer together than that can't be told apart.
How do I set up the iPad kiosk?
Set a four-digit kiosk PIN for each person in Team, then on the iPad go to Settings › Start Kiosk Mode. Staff tap their name and enter their PIN. Leaving kiosk mode needs the iPad's passcode; for extra security, turn on Guided Access in the iPad's Accessibility settings.
For employees
Is my location tracked all the time?
No. OnSite records only when your iPhone arrives at or leaves your workplace, from 60 minutes before each shift to 60 minutes after it. Outside that window nothing is recorded or sent, and the app shows that it is not recording. There is no route and no live map.
How do I join my workplace?
Install OnSite, tap I have an invite code and type in the eight-character code your manager gave you. You don't need an account or a password. Then read and acknowledge the location notice and allow location access.
Why does it ask for Always location access?
So arrivals and departures are recorded even when the app is closed. iOS still only wakes OnSite when you cross the edge of your workplace, and OnSite ignores those events outside your shifts. Without Always access, your manager sees Location off during your shifts.
I got a new iPhone
Ask your manager for a new invite code and enter it on the new iPhone. The code moves your attendance to the new phone.
How do I stop being recorded?
In OnSite, go to Settings › Leave This Workplace. Recording stops and your iPhone is unlinked. Records from before stay with your employer as their attendance record. You can also turn location off in iOS Settings at any time; your manager will see that it is off.
Location and alerts
Someone shows as late but they were at work
If an iPhone was already at work before the recording window opened and didn't move, iOS may not report it straight away. OnSite asks the phone to check in at the start of the shift, but iOS can delay that. Ask the employee to open OnSite once; it reports their position immediately.
How quickly are departures detected?
Usually within a few minutes. Absences shorter than five minutes are ignored, and owners are alerted after 15 minutes away.
I'm not getting alerts
Check that notifications are allowed for OnSite in iOS Settings and that you are signed in as the owner. Alerts are sent for late arrivals, people away for 15 minutes or more, and location being turned off during a shift.
Plans and account
What happens when the free trial ends?
Recording pauses until you choose a plan in Settings › Plan. Your sites, team and every record stay, and you can still view reports and export them. You are never charged automatically at the end of the trial.
How do I change or cancel my plan?
Go to Settings › Plan to move to a larger or smaller plan, or tap Manage or Cancel Subscription. You can also cancel in your Apple ID settings. Cancel at least 24 hours before the renewal date to avoid the next charge.
How do I delete my business?
Go to Settings › Delete Account and Business. This permanently deletes your business, sites, team and all attendance records. Export any reports you need first, and cancel your subscription in your Apple ID settings.
App information
- Requires
- iPhone or iPad with iOS 17 or later
- Languages
- English
- Price
- Free for 90 days, then A$4.99 per employee per month
- Developer
- TECHBOOSTER PTY LIMITED, Sydney NSW
- Privacy
- Arrival and departure times during shifts; not used for tracking
Purchases and refunds
Owners buy a team plan in Settings › Plan after the 90-day free trial. Employees never pay. Plans renew monthly through Apple until cancelled.
- Restore a plan on a new device: Settings › Plan › Restore Purchases
- Cancel any time in your Apple ID settings
- Refunds are handled by Apple at reportaproblem.apple.com
- Refunds: reportaproblem.apple.com
- Terms: Apple's standard licence agreement (EULA)
Still stuck? Tell us what happened.
We reply within one business day.
