Troubleshoot BuildOps Login and Personnel Errors
Use this guide when you cannot sign in to BuildOps or see an error while adding or updating an employee in Personnel.
Before you begin
Have the following information available:
The exact error message
Whether the issue occurs in the web app, mobile app, or both
The affected Username
Whether one user or multiple users are affected
Whether your company uses single sign-on (SSO)
Your browser and version, or your BuildOps mobile app version
Never share a password or MFA code in chat, email, or a screenshot.
Quick troubleshooting reference
Login errors
The table below lists common BuildOps login errors, a suggested first step to resolve each one, and when to contact BuildOps Support.
Error or symptom | Try this first | Contact Support when |
“Expiration Time (exp) claim error in the ID token” 
| Correct your device date, time, and time zone. Turn on automatic time and time zone, then sync the device. | The error continues after correcting the device clock. |
“Invalid state” | Clear cache and reload your web browser. Select Return to Login, close BuildOps tabs, and sign in again from an Incognito or Private window. | The error continues after clearing BuildOps site data or trying another browser. |
“User isn’t enabled to use BuildOps application” | Ask your company administrator to verify that your employee record and login are active. If you use SSO, confirm that your SSO email matches your BuildOps Username and Work Email. | Your account is active and the SSO details match, but you still cannot sign in. |
“Unauthorized user” or “User is blocked” | Ask your company administrator to verify that your employee record are in active status. | The account remains blocked after it is reactivated or unlocked. |
“Wrong email or password” when using an email address | Confirm the correct BuildOps Username. It may be different from the employee’s email address. Reset the password if needed. | You cannot locate the correct Username or it still does not work. |
“Multiple consecutive password attempts” | Select Forgot Password? and reset your password using your BuildOps Username. | The account remains blocked after password was changed. |
“Oops! Something went wrong” | Clear browser data, try an Incognito or Private window, and test another browser or device. | The message continues or other users are affected. |
MFA code rejected or no QR code appears | Delete the old BuildOps entry from your authenticator app and enroll again using the new QR code or setup key. | No QR code appears or the new code is rejected. |
Mobile “checkPermissions: Failed to fetch” | Check your connection, update the app, restart it, select Clear Cache & Restart, and try another network. | The error continues across networks or devices. |
Personnel errors
The table below lists common errors when adding or updating employees in BuildOps Personnel, a suggested first step to resolve each one, and when to contact BuildOps Support.
Error or symptom | Try this first | Contact Support when |
“Failed to create employee: Response not successful: Received status code 400” | Use a unique Username with no spaces. Search Personnel, including inactive employees, for the Username already in use. | The error continues after you confirm the Username is unique. |
Web access is unavailable, but mobile access works | Ask an admin to verify Web Access in Roles & Permissions, then sign out and back in. | Web access remains unavailable after the role and employee profile are correct. |
Detailed troubleshooting steps
How do I fix BuildOps login issues on the web?
Open BuildOps directly from your usual login page instead of using an old bookmark.
Sign out and close all BuildOps tabs.
Open a Private or Incognito window and try again.
If the issue continues, use Google Chrome and perform a hard reload:
Windows:
Ctrl + Shift + RMac:
Command + Shift + R
If needed, clear the BuildOps site data and try again.
How do I fix BuildOps login issues on the mobile app?
Confirm that you have a stable Wi-Fi or cellular connection.
Update BuildOps from the App Store or Google Play.
Force-close and reopen the app.
Open the app menu and select Clear Cache & Restart.
If the issue continues, try another network, such as a mobile hotspot.
How do I reset my BuildOps password?
Open the BuildOps login page.
Select Forgot Password? or Reset Password.
Enter your BuildOps Username.
Check your email for the reset link.
Create a password with at least eight characters and at least three of the following:
A lowercase letter
An uppercase letter
A number
A special character
After completing these steps, you will be signed in to BuildOps with your new password. If the reset email does not arrive within a few minutes, check your spam or junk folder, or ask your IT team to allow messages from [email protected].
If you use SSO, reset your password through your company’s identity provider instead.
Why can't an employee access BuildOps?
A company administrator should open Personnel and verify:
Login Status is Active.
Active Status is Active.
Disable BuildOps Login has not been selected.
The employee is assigned to the correct role.
If the employee needs web access, the role includes Web Access.
After a permission or account-status change, sign out and sign back in.
How do I re-enroll in MFA for BuildOps?
If MFA was reset, an old BuildOps entry in your authenticator app will no longer generate valid codes.
Delete the old BuildOps entry from your authenticator app.
Sign in to BuildOps with your usual Username and password.
Scan the new QR code or enter the new setup key.
Enter the new six-digit code.
If no QR code appears or the new code is rejected, contact BuildOps Support to request an MFA reset.
How do I invite a new employee to BuildOps?
A company administrator should:
Open Personnel and edit the employee.
Confirm the Work Email is correct.
Select Invite to BuildOps or Resend Invitation.
Ask the employee to check spam or junk folders.
Ask your IT team to allow messages from
[email protected].If needed, use Reset Password to provide a temporary password securely.
Contact Support
Contact BuildOps Support if the issue continues after the applicable steps above. Include:
The exact error message
The affected Username
Whether the issue is on web, mobile, or both
Browser and version, or mobile app version
Approximate date and time of the issue
Whether other users are affected
A screenshot that does not contain passwords, MFA codes, or other sensitive information