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#tech_hub_service-nl: Everything You Need to Know

The Slack channel #tech_hub_service-nl is for any tech-related issues that are interfering with the hub operations. This includes issues with any Flink apps & 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 - 20:00 every day.

Please use the #tech_hub_service-nl channel as follows:

Use #tech_hub_service-nl for issues with:

Other issues should be reported as follows:

Requests

How to create a request in #tech_hub_service-nl

1. Write a descriptive summary of your issue in
#tech_hub_service-de/nl specifying which tool / system it affects:

  • Describe your issue in one line, not only 1-2 words

  • What you are trying to accomplish and what the issue / impact exactly is (expected vs observed outcome)

  • Which system / app / process exactly this relates to

Mention any error messages that may appear (e.g: “Punch is overlapping” or “User has no access” or “Connection error”, etc.)

2. Get a response by the new Virtual Agent immediately in the thread.

The virtual agent will try to understand your issue and ask you some questions to guide you to the best solution.

3. Follow the questions by clicking on the answer buttons.

If needed, provide more information in the thread.

👉🏽The more information you give, the easier and faster the virtual agent (and TechOps team) can help you.

4. Many common requests can be solved by the agent right away.

Read the instructions carefully, and reply if your issue has been solved.

5. If you need further support you can click on ‘Raise a request’ at any point.

This will create a ticket for the TechOps team and one of our team members will help you.

6. After this, a pop-up will appear containing 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.

Fill in the issue summary, Hub code, Topic and App version (if needed) and a detailed description and click submit. One of our team members will reply to you asap.

7. 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 - 20:00).

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). 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.
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  • If you don’t see the “Unblock rider” button it might be because you haven’t logged in to Hub Portal with your Shift Lead / Ops Associate+ / Hub Manager account or maybe your account doesn’t have the correct role yet.
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  • In this case, please make sure that you are logged-in with your account. If you still don’t see the button, create a ticket in the #tech_hub_service-nl 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. 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.
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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:
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  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).

  2. 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.

  3. 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)
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  • 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 cannot login 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.
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Or:
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​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

  1. Force quit the HubOne app by holding on the HubOne icon ( App settings -> Quit) and leave it closed.

  1. Clear the HubOne cache by holding on the HubOne icon -> App settings -> Storage & Cache -> Clear cache. If that doesn’t work continue to step 3.

  1. Remove battery.
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  2. Put the battery back and go to Chrome and check for updates, if there are -> update.

  1. Quit Chrome by holding on the thumbnail -> App settings -> Quit.

  1. Close Flink apps.

  1. Open HubOne again.
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  2. If it still doesn’t work go to step 2 but try to Delete Storage instead of Clear Cache and force quit the app and open it 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-nl to report, do not DM!
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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

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