Need help with the 1Channel DMS app? Our support team can assist with sign-in issues, attendance and store-visit problems, order, stock and outlet entries, data sync, and other technical questions.
Please use the contact details below to reach our support team.
When contacting support, please include your name, registered email or employee ID, company/project name, app version, device model, and a brief description of the issue.
How do I get access to the app?
Access is provided to authorized users by their organization. Your email login and password are set up by your organization’s administrator – there is no self-registration. If you are unable to sign in, contact your administrator or our support team.
I forgot my password or didn’t receive the reset code.
On the sign-in screen, tap “Forgot password” and enter your registered email address. A 6-digit code is sent to that email so you can set a new password. If the code does not arrive, check your spam folder and internet connection, then request it again after a minute. Reset codes are sent by email only.
The app is asking for a PIN or Face ID / Touch ID.
After your first sign-in you can set an app lock (a PIN or your device biometrics) for quicker re-entry. If you are locked out or the biometric prompt fails, sign out and sign in again with your email and password to reset the app lock.
I can’t mark my attendance.
Attendance records your current location, and depending on your organization’s setup it may also require a selfie. Allow Location and Camera access when prompted (or from your device Settings → 1Channel DMS), keep Location set to “While Using the App” with Precise Location on, and make sure you are at your assigned work location if your attendance is location-restricted. If the selfie or face check fails, use even front-facing light, keep your whole face in the frame, and retake. Note that after you “Sign Off for the Day” you cannot record further transactions until the next day.
My order, outlet, stock, or visit entry did not save.
These entries are saved to your organization over the internet, so an active connection is required. If an entry did not save, you have likely lost connectivity – you will see a “You’re offline” banner. Reconnect to a stable network and submit the entry again. Depending on your organization’s setup, a new outlet may require administrator approval before it becomes active.
I can’t select a distributor, or there are no products when placing an order.
Orders are placed against the outlet’s mapped distributor, and the products you see are that distributor’s available stock. If you see “No distributors assigned to your account,” or the product list is empty, ask your administrator to assign the correct distributor(s) to your account and to confirm that the distributor has stock. A new outlet must be mapped to a distributor before you can place an order for it.
I don’t see an outlet, product, route, or target.
The outlets, products, beat/route plan, and targets shown in the app are configured by your organization. If something is missing, ask your administrator to update your assignments, then refresh or sync your app data.
Why does the app request camera and location access?
The camera is used for the attendance selfie and for photos you attach during store visits. Location is used to record attendance and to log the store visits you make during working hours. Both are used only while you are using the app and only where a feature requires them.
What should I do if the app is not working properly?
Please restart the app and make sure you are on the latest version from the App Store (iOS) or Google Play (Android). If the issue continues, contact our support team with the details listed above.
This support page is intended for users of the 1Channel DMS mobile application.