Account & Support

Fix Common Problems

Troubleshoot ZMorning sign-in, employer and task lists, desktop tracking, delayed records, report totals, invoices, and screenshot storage.

What should I check first when ZMorning is not working as expected?

Identify whether the issue is on the website or desktop app, confirm the signed-in account and selected employer, record the exact local time and error message, then retry only the affected action. For tracking problems, keep the desktop app and its local data intact until pending records have had time to synchronize.

Collect the facts before changing anything

  • Website page or desktop app where the issue occurred.
  • Account email and, when relevant, the employer account involved.
  • Date, local time, and time zone.
  • The task selected for the session.
  • Exact error text or visible status message.
  • Whether the internet connection, computer sleep, sign-out, or app closure occurred.
  • Desktop app version when the issue is in the app.

Fix website sign-in problems

The password is not recognized
Check the account email and password carefully. If the password is unavailable, use Forgot password instead of repeated guesses.
Google account detected
Use Google sign-in, or sign in through that method and set an email-and-password option from Profile.
Email verification is incomplete
Complete the five-digit verification flow associated with registration or invitation. Check spam and use the available resend action after its timer permits it.
Verification could not load
Check the connection, reload the page, and try again. Public sign-in and recovery forms require the verification check to complete.
A password-reset email is missing
Check spam and confirm the submitted address belongs to a ZMorning account. If several requests were made, use the newest reset email.
The old email no longer signs in
After a verified Profile email change, use the new email address for later sign-ins.

Follow the profile and password guide.

Fix desktop-app sign-in problems

  1. Use the employee's current account email

    A verified email change means the earlier email is no longer the account email for new sign-ins.

  2. Use an email-and-password credential

    The desktop form does not provide Google or LinkedIn buttons. A social-login user can set a password from the website Profile page.

  3. Reset the password on the website if needed

    The desktop app has no separate Forgot password link. Complete recovery on the website, then return to the app.

  4. Check the connection and retry

    Initial sign-in requires a connection to ZMorning. A saved session can refresh while its renewal credentials remain valid, but a service interruption can still prevent entry.

Fix missing employers or tasks

No employer appears

Check the employee relationship

The account must be linked as an employee and activated. The desktop Client selector represents employers. If the expected employer is absent, the manager should verify the employee email and relationship status.

No task appears

Check assignment under that employer

The task response includes tasks assigned to the signed-in employee and belonging to the selected employer. Ask the manager to assign the task, then use Refresh Task List.

  • Confirm the employer rather than treating the selector as a workspace selector.
  • Confirm the employee used the same email address the manager added.
  • Confirm the invitation or account activation is complete.
  • Confirm the task is assigned to that employee under that employer.
  • Select Refresh Task List after a manager changes assignments.
  • A completed task may remain visible while the employee is still assigned to it.

Choose an Employer · Choose or Refresh a Task

Fix Start, Stop, and task-context problems

Start does not begin tracking
Confirm an employer and assigned task are selected and the connection is available. Start requests that employer's tracker settings before creating the running session.
The display-choice window is waiting
On a multi-monitor device, choose All monitors or Active monitor and confirm the choice before tracking proceeds.
The employer selector is disabled
This is expected while tracking. Select Stop before changing employer so one session does not mix employer contexts.
A task was changed during tracking
The running session keeps the task selected at Start. Stop and start a new session to use another task for later records.
Closing the window did not stop tracking
Closing can hide the app in the system tray. Use Stop from the main window or tray when tracking should end.
The computer slept
Sleep is not reconstructed as active input or screenshot capture time. After resume, the app retries pending uploads.

Follow Start and Stop Tracking · Use the System Tray

Find missing or delayed time and screenshots

  1. Check the selected employer and date

    Records remain associated with the employer selected at Start and with their original tracking timestamps.

  2. Keep the desktop app open after reconnecting

    Pending activity and screenshots retry periodically, when the device reports an online connection, after resume, and when Stop requests a flush.

  3. Reload Today after synchronization

    Delayed records keep their original time and can appear later in the corresponding date and ten-minute slot.

  4. Separate a missing screenshot from missing time

    A slot can contain valid minute activity without an image. Screenshot capture uses a randomized point within the interval.

Track Time During Connection Problems · Understand Screenshot Capture

Understand unexpected Today or report totals

A short session shows ten minutes
Tracked work is represented by fixed ten-minute slots. A slot contributes ten minutes even when it contains fewer minute-activity rows.
A screenshot exists without several activity rows
A screenshot upload can create the corresponding ten-minute slot when it does not yet exist.
Overview figures do not all change with the same filter
Date, employee, project, search, and table controls affect different queries and displays. Use the reports guide to identify each control's scope.
Free Overview dates changed automatically
Free uses the allowed 14-day window ending today when an older or differently ended range is requested.
An activity percentage seems unexpectedly low
Input counts and contract-based Productivity are different measures. Review the formula shown by the relevant report rather than comparing unlike figures.

Understand the Today Page · View and Filter Reports

Understand invoice warnings

Latest automatic check could not finish

Background automation failed

This message reflects the latest scheduled generation run, not a failure to open that client's invoice page. Existing invoices remain available, and the service is designed to retry on a later scheduled run.

Some tracked work could not be invoiced

Client billing data needs review

This warning is tied to the employer's data. Review employee hourly rates, billing cycles, and whether the latest invoice claims more hours than remain in its covered period.

  • Do not delete or recreate invoices only because the automation banner appeared.
  • Check whether the expected billing period has actually closed.
  • Confirm the employee has a positive hourly rate for the relevant period.
  • Review the latest invoice coverage after deleting historical time.
  • Remember that the current invoice page cannot start automatic generation on demand.
  • Escalate a repeated background failure with the banner text and time it appeared.

Review and Manage Work Invoices · Understand Invoice Amounts and Billing Cycles

Fix Dropbox or Google Drive screenshot storage

The provider says Connected but receives no screenshots
Connecting authorizes the account but does not activate routing. Open Today in the manager view, shown as Client in ZMorning, and enable the provider under Screenshot storage.
The Screenshot storage switches are missing
Use the manager view, shown as Client in ZMorning, confirm active Pro access, and confirm at least one supported provider is connected for that employer.
Turning one provider on turned the other off
This is expected. Only one connected provider can receive new screenshots at a time.
A new provider file is missing
That upload may have fallen back to default storage after a provider error. Review the corresponding Today record.
Disconnect did not remove older files
This is expected. Delete retained Dropbox or Google Drive files through the provider's own controls.

Connect Dropbox or Google Drive · Manage Screenshot Storage

Escalate a problem safely

Contact support after the focused checks fail or when the problem repeats. Include enough context to locate the relevant request or stored record.

  • Account email and relevant employer email.
  • Date, exact local time, and time zone.
  • Website route or desktop app version.
  • Selected employer and task, if applicable.
  • Exact steps and visible result.
  • Error or banner text copied exactly.
  • A privacy-safe image only if it materially shows the issue.

Frequently asked questions

Why does the desktop app show no employer?

The signed-in account must have an active employee relationship. Ask the manager to confirm the employee email and activation status. In the desktop app, the Client selector represents employers, not workspaces.

Why does the desktop task list show no tasks?

ZMorning returns tasks assigned to the signed-in employee under the selected employer. Ask the manager to assign the task, then select Refresh Task List. A completed task may remain visible while its assignment remains.

Why is tracked work missing immediately after a connection problem?

Minute activity and screenshots may still be in the desktop pending queue. Keep the app open on a stable connection and allow it to retry, then reload Today for the original tracking date and employer.

Should I clear desktop app data or reinstall to fix missing records?

Not as the first step. Pending tracking records and useful diagnostic state can be stored locally. Let synchronization retry and contact support before removing local app data while work may still be queued.

Why does a ten-minute slot have no screenshot?

A slot can contain valid time and activity without an image. Screenshot capture uses a random time inside the interval, so tracking may stop before capture; capture can also fail or remain queued for upload.

Does Invoice automation needs attention mean the invoice page is broken?

Not when the detail says the latest automatic check could not finish. That message reports a background generation failure; existing invoices remain accessible and the service is designed to retry on a scheduled run. A different detail about tracked work points to client billing settings or invoice coverage.

What should I include when escalating a problem?

Include the account and employer emails, exact local date and time with time zone, website route or desktop version, selected task, steps taken, and exact error text. Never send passwords, codes, reset links, access tokens, or unrelated screenshots.