Mobile App | Support Request

Updated 2026-01-30 01:29:54 UTC Created 2017-02-15 23:32:41 UTC

Overview

If you're experiencing issues with the Easy Employer mobile app and need support beyond the general Mobile App Help Centre guides:

  • Please provide all required information so our Support Team can accurately investigate the issue.
  • Follow each step in the guide in order to ensure correct and complete details are supplied.
NOTE: If you're experiencing syncing issues (e.g. actions taken in the app not appearing in the web portal), please follow the steps in the Background processing of actions guide before contacting support.

 

Information the Easy Employer Support Team needs to investigate

Please create a support ticket and include the minimum required details information 

Support ticket

NOTE: We prefer end users contact us directly. After submitting the form, users may reply to the confirmation email to request their manager/leader be added to the ticket — please include their email address.

Minimum required details

The following information is essential for our Support Team to begin investigating your issue:

  1. Your full name and the email address used to log in to the mobile app.
  2. Your mobile device operating system and version (e.g., "iOS 17.2" or "Android 13").
  3. EE mobile app version — displayed in the bottom right corner of the app (ensure keyboard is hidden).
    App version displayed on login screen
  4. A brief description of the issue, including the exact steps taken that led to the problem. For example:
    "I opened the app on my iPhone 8, attempted to log in, and it just showed the loading spinner before crashing."
  5. Optional: Provide your best contact number when submitting the request. We may call if further clarification is needed.
NOTE: While we prefer mobile app support requests to be submitted via the form, you may also email support@easyemployer.com. Be sure to include all required details.

Access and send the log file

If requested by Support, please follow the steps below to send your app log file:

  1. Log in to the Easy Employer mobile app.
    Mobile app login screen
  2. Tap Synchronisation (sync).
    Tap Synchronisation in the app
  3. Tap the Export button at the bottom of the page.
    Export sync log
  4. Send the log file using your email client to support@easyemployer.com.
    Email the exported file

Further troubleshoot Easy Employer

Clearing the app cache and storage may resolve some issues. Please review the relevant section for your device below.

Important considerations before clearing the cache

WARNING: Any unsynced actions will be lost. It is strongly recommended to resolve sync issues before clearing the cache.

iOS | Clear the app cache

IMPORTANT: Force close the Easy Employer app before starting these steps.
  1. Open Settings on your device.
    iOS settings screen
  2. Scroll down and tap on the EE app.
    Locate EE in app settings
  3. Enable the Clear Data toggle.
    Toggle clear data
  4. Re-open the app, re-enter your email address, log in, and wait for the initial sync to complete before using the app again.

Android | Clear the app cache

IMPORTANT: Force close the Easy Employer app before starting these steps.
  1. Open your Android phone Settings.
    Android settings
  2. Open the Apps menu.
    Open Apps settings
  3. Locate and tap on the EE app.
    Find EE app
  4. Tap on Storage.
    Open storage settings
  5. Tap CLEAR CACHE and then CLEAR STORAGE (confirm if prompted).
    Clear cache and storage
  6. Re-open the app, re-enter your email, accept permissions again, and wait for the initial sync before using the app.