Troubleshooting

I can’t sign in

• Check the username and password. Passwords are case-sensitive; check Caps Lock.
• First sign-in, or after a reset: use the one-time setup code from your administrator as the password. If it says the code has expired, or it’s lost, ask for a reset to get a new one. See Signing in.
• If RevColl asks you to choose a new password, your old one has expired (every 90 days).
• If you’ve forgotten your password, ask an administrator to reset it from Users.
• If your account has been disabled, only an administrator can enable it again.

A menu item or screen is missing

It’s one of three things: your role doesn’t include it, you need an extra permission, or the feature is switched off for your council. See Roles and access. An administrator can check all three in Users and System Settings.

A receipt I expect isn’t in Receipts

• Receipts shows the last three months by default. Open Filters and move From back.
• Clear any search text and filter chips (Clear all).
• A receipt only arrives once the marshal’s handheld has synced. Check the device’s Last Sync on Device fiscal status.

I can’t cancel a shift

A Started shift can only be cancelled after it has been running for more than 7 days, unless you have the Manage Advanced Shifts permission. See Shifts.

A marshal can’t find an item on the handheld

The item has to be assigned to that marshal in Marshal Services and not disabled in Items. Then the handheld needs to sync.

A handheld shows a fiscal day error

Look the device up on Device fiscal status. If it shows a Closing Error that doesn’t clear, contact Axis support with the device ID and the error code.

Getting help

Contact Axis Solutions support with:

• your council’s name and the RevColl address you use;
• the screen you were on (the address in your browser’s address bar) and what you were trying to do;
• any message RevColl showed, ideally with a screenshot;
• receipt, shift or device numbers involved.