How-to guide
Find a recovery step
Fix common sign-in, setup, knowledge, access and HR sharing problems.
For Everyone using Shuffl
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App links open your signed-in workspace. Check the selected workspace before making changes.
I cannot sign in or accept an invitation
Use your invited work email, finish email verification and check you are opening the right workspace. If your invitation expired or was cancelled, ask an administrator for a new one. Email and password sign-in works when single sign-on is down.
I joined but cannot use the workspace
Check both the company and the workspace in the account menu. An invitation joins its named workspace, a verified email domain joins the default workspace, and Slack sign-in uses the workspace mapped to that Slack connection.
If you see Your access is pending, ask an administrator to link your account to the right person and enable access, then choose Check again.
If your access is suspended, ask them to check your record in People. With no workspace membership, the workspace list shows where to ask for an invitation.
An administrator with no person of their own sees You’re not in People yet on Me, Praise and Celebrations. Choose Add me to People. Anyone else sees Open People and should ask an administrator to add them.
Setup stopped partway through
Reopen Workspace setup in the saved workspace and follow the step that needs attention; don’t create another workspace to retry. If Slack shows Reconnect required, choose Reconnect Slack and approve the scopes.
An answer or source is unavailable
Ask a Knowledge verifier to check that the source is published for your audience, effective and not past its review date. If nothing published fits your situation, send a reviewed request to HR.
An answer that stopped partway shows Retry answer; a stopped one shows Ask again. In Slack, send the question again.
If Mello can’t answer at all, Chat says Mello can’t answer right now. Choose Ask HR: your question is carried over, you review it, and Send to HR shares it as a private HR request.
HR sharing is unavailable or interrupted
The workspace needs an HR responder; if there is none, contact HR the usual way. After an interrupted submission, check HR requests in your Chat history or the Slack thread before sending another.
Shuffl does not answer in Slack
If Shuffl does not answer in Slack, check that your Slack account is linked to your person in People and your access is enabled. The app’s Home tab says when it is not.
If a file you attached is ignored, an administrator needs to reconnect Slack with file access.
I still need product help
In the app, choose Help in the account menu to open Help & feedback. Search help finds a guide.
Contact Shuffl asks about the product or reports a problem; Mello first shows any guide that answers it, then you choose That answers it or Send to Shuffl anyway. Your conversations has our replies.
Include the page, what you tried and the error you saw. Leave out passwords and private employee documents. Shuffl support cannot see your workspace’s HR requests.
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