FAQ/Troubleshooting

What if I Have Questions?

If you have questions regarding using TeamSense, this would be a great opportunity to contact your organization's TeamSense Admins. They would be able to help with most general questions regarding how to use TeamSense and checking that your information is correct.

They can also help with issues that might need extra help to be resolved, in which case they can contact the TeamSense Support Team with the relevant information. For security reasons, it would have to be an admin that reaches out to us to make any changes. Admins can reach out to our Support Team at Support@TeamSense.com.

I Can't Receive Texts

1. There are a few reasons an individual might not receive texts from TeamSense. Start by checking the following:

Is the employee's mobile number in TeamSense correct? Use the admin dashboard to double-check the employee's phone number.
Did the employee have their phone on and have a network connection when the message was sent?

2. If the employee's mobile number and connection look good, it's possible the individual's carrier is blocking TeamSense messages as spam. The employee can try texting Start to the typical TeamSense number used by your company. If that doesn't improve text delivery, find out the individual's cell carrier and contact TeamSense Support so we can help!

3. In the meantime, if an employee needs to access a form, there are a few things you can try:

The employee can try using go.teamsense.com to send themselves a menu of forms available to them in TeamSense
The employee can try texting an SMS keyword to their organization's TeamSense number.
An admin can update the employee's notification preference in the admin dashboard to include email so the employee can receive messages via email while we troubleshoot text issues!

Usually, you can fix this by editing the employee's information within TeamSense. However, there are some less common causes such as the phone carrier is blocking the message for some reason. For these types of issues, it would be best to contact our Support Team at Support@TeamSense.com.

Lost Phone?

If the employee lost/misplaced phone and they typically get surveys via SMS, there are two options.

1. Through the admin dashboard you can update the employee's notification preference and enter an email for them to receive TeamSense messages via email.

2. If the employee has gotten a new phone, then they can message in through the organization's TeamSense number to update their information. They will need their employee ID to finish the verification if using this method.

If neither of these options works, please contact TeamSense Support and our team will be happy to assist you!

Trouble With the Site?

When you are having issues with the site, the first fix is to close your browser completely and reopen TeamSense. This doesn't always fix the issue, however it is the first step in resolving any problems.

The second step would be to check the TeamSense status page. This is very helpful if there was an issue that caused the site to be down for any reason. You can find that here.

If you are experiencing any issues with TeamSense or the TeamSense website that was not resolved by doing the above, please contact us at Support@TeamSense.com. We strive to make sure everyone's experience is seamless, and we would love to hear about any problems that you may have faced!

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Tip: Admins can reach out to work with our Support Team in troubleshooting any issues that you may have by contacting Support@TeamSense.com.