Skip to main content

#tech_hub_service-de: Everything You Need to Know

The Slack channel #tech_hub_service-de is for any tech-related issues that are interfering with the hub operations. This includes issues with any Flink apps and systems used by hubs, riders, and OAs. The issues reported in that channel are handled by the Tech Ops Team. Support hours are from 7:30 - 22:00 every day.

Please use the #tech_hub_service-de channel as follows:

Use #tech_hub_service-de for issues with:

Other issues should be reported as follows:

Requests

How to create a request in #tech_hub_service-de

1. Access the channel, type in the summary of your issue and press send.

ths_slack_message.png

2. The "Assist" box will pop up automatically under your request. Click on the "Raise request" button.

3. A pop-up will appear. Click on the dropdown and select your type of issue.

Bildschirm_foto_2023-06-01_um_15.15.38.png

4. You will then be redirected to the form for your issue. Fill it in with as many details as possible, so the team understands your issue. If the issue is related to an error message, please mention what the error message says and where it is shown. Please only select the "Other Request" if you are sure that it's not related to any of the other topics. At the end, click "Create".

Bildschirm_foto_2023-05-31_um_13.49.43.png

5. You will receive an automatic message with the status of your request, as well as ticket number, in the thread of your request.

6. The person responsible will then answer in that thread during working hours (07:30 - 22:00).

Important:

You can also attach further screenshots / videos of the issue in the thread itself. If it's an issue that happened to a specific person, always include details such as badge number / email / auth0 id of the affected person(s). If the issue is related to the products we sell or ordering process, please include the SKU, order number and/or specific time period when the issue happened. This can help the team understand and fix your issue faster.

FAQs on how to help yourself outside of service hours

Rider Issues

Issue

Solution

Rider is blocked on Workforce App

  • If the rider gets an error message saying “Sorry, you are blocked” you can open the rider’s profile page on WF dashboard and click on the “Unblock rider” button.
    ​

  • If you don’t see the “Unblock rider” button it might be because you haven’t logged in to Hub Portal with your personal Shift Lead / Ops Associate+ / Hub Manager account or maybe your account doesn’t have the correct role yet.
    ​
    ​

  • In this case, please make sure that you are logged-in with your personal account. If you still don’t see the button, create a ticket in the #tech_hub_service-de slack channel of your country requesting “Hub Portal Access Permission”.

Rider doesn’t receive the reset password email for Workforce app

  • Ensure that the rider is checking the correct email associated with their Workforce account. You can verify this by viewing their profile on the WF dashboard in Hub Portal. If the email is incorrect, you can update it, click Save, and then click the Reset Password button again.

  • Please note that you'll need to be logged in with a Shift Lead, Ops Associate+, or Hub Manager account to edit account details like email and phone number.

  • Additionally, ask the Rider to check their spam folder for the password reset email.

  • If needed, you can also generate a one-time password directly from the WF dashboard using the "Generate password" button. This will allow the rider to log in once, and they can change their password within the app after logging in.

  • Read more about managing accounts in Hub Portal here, and more about the WF dashboard here.

Rider has finished their shift but is still showing as “Returning” on dashboard

Always make sure that riders complete their trips from the app and punch out successfully before leaving the hub.


Having the rider in that state in the dashboard is not affecting stats or order assignments in any case, however.


The available options for removing the rider are the following:
​

  1. Contact the rider to complete their last trip from the app. This will mark them as Available on the system (even if they don’t have a shift). In this case, the system will mark them as "Temporarily offline / Auto punch-out" after a few expired trip offers. It will then automatically set them offline and punch them out after 5 minutes.

  2. Every night after 01:30, our system automatically puts all "Returning" riders offline.

OR create a ticket for Tech Hub Service on this channel.

Rider has punched in but cannot go online

  • Make sure they have punched-in through the correct URL: webpunch.goflink.com and with the correct badge number (the one that you see on their profile page on WF dashboard)
    ​
    ​

  • Ask the rider to punch out and in again and logout and in again from the app. Usually this solves the issue.

  • If you made changes to the rider shift on Quinyx a few minutes before punching in it might be that the Workforce system is not yet synchronized with the Quinyx shift. In that case, trying again after 5 minutes to punch out and in again should fix the issue. In the case of Ops Associates that can't log in to HubOne (because of last minute changes on the shift), trying after 15 minutes to punch out and in again should solve the issue.

OKTA / Computer locked

My computer is locked.
​
Or:
​
​I can’t login to my (or the hub) goflink account.


Or:


​I need an Okta account reset.

HubOne Issues

HubOne showing white screen when opened / No sound for new orders

  1. Force Close HubOne and Chrome

    • HubOne: Tap and hold the HubOne icon, select App Info, then tap Force Stop.

    • Chrome: Tap and hold the Chrome icon, select App Info, then tap Force Stop.

  2. Clear HubOne Cache and Storage

    • Go back to HubOne -> App Info -> Storage & Cache.

    • Tap Clear Cache first and then tap Clear Storage.

  3. Clear Chrome Cache and Storage

    • Go to Chrome -> App Info -> Storage & Cache.

    • Tap Clear Cache and Clear Storage.

    • Important: Choose Delete All if prompted.

  4. Reopen HubOne

  5. If didn't work - toggle WiFi on the device Off and On again and re-launch HubOne once again

Other infos

How we work

  • Team is located in Netherlands and Germany

  • Supports NL and DE

  • Support hours are 7:30 - 22:00 every day

  • SLA: 30 minutes till first reply, 1 hour till resolution

We work in shifts: please raise request in our channel #tech_hub_service-de to report, do not DM!
​
​

Why is this channel important?

  • To make sure that the team can help you as fast as possible

  • To improve the efficiency of your daily flows

Article feedback

Something wrong with the article? Tell us!

Did this answer your question?