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12. Tour Guide App — Frequently Asked Questions

The Pick-Up screen shows "Please wait while we retrieve your job…" — when does this appear?​

This message appears while the app is loading all the data needed for the pick-up screen: transfer details, guest information, place details, and any existing attendance records. The screen waits for all those data streams to combine before showing you the full pick-up view. If the message stays for a long time, check your internet connection. On a slow connection, the data may take slightly longer to arrive than usual.

The Pick-Up screen has three filter chips labelled All, Taken, and Pending — what are they for?​

These filter chips let you narrow the guest list to only the guests you need to see. "All" shows every guest for the current pick-up location. "Taken" shows only guests whose attendance has already been confirmed. "Pending" shows only guests you still need to pick up. The filter is especially useful when you have many guests across a single pick-up location and want to focus on who is still waiting.

A transfer row shows "Attendance not started" — what does this mean?​

This label appears when no attendance record exists yet for that transfer. It means you have not yet started the job for that pick-up or the system has not yet created an attendance entry. Once you start the job and the system creates the attendance record, the status will update to show the relevant time and colour.

There is a clock icon next to a guest's name — what does tapping it show?​

Tapping the clock icon shows a tooltip with the exact time and status for that guest's attendance. The message will be one of four things: "In Progress Since HH:mm" (blue, guest has been picked up), "Job Completed At HH:mm" (green, the transfer is done), "No Show Report Filled At HH:mm" (red, a no-show was reported for this guest), or "Job Started At HH:mm" (orange, the job started but the guest has not yet been confirmed). Tap the icon once to reveal the tooltip; it disappears after a moment.

I reported a no-show — can that be undone?​

No. Once a no-show report is submitted it is recorded in the system and cannot be reversed from within the app. A red clock icon appears on the affected guest row and the travel agent can see the report. If the no-show was filed in error, contact the travel agent immediately so they can investigate and take corrective action on the server side.

What information do I need to fill in when reporting a no-show?​

The Report Guest No Show screen opens the camera automatically so you can take one or more photos to document that you arrived at the pick-up location. You can take multiple photos using the shutter button, switch to the front camera, or toggle the flash. You can also pick a photo from your gallery using the photo library button. After adding at least one photo, type any relevant remarks in the text field at the bottom of the screen and then tap the Send button to submit the report. The camera permission is required; the app will prompt you to grant it if it has not been given yet.

When is "Take Photo For Guest" used, and why would I need it?​

The Take Photo For Guest option in the three-dot menu on each guest row lets you take a photo that is attached to that specific transfer. This is typically used to document the pick-up for record-keeping purposes, or to capture a photo of the guest for identification or service quality reasons. The screen works the same as the no-show screen: use the shutter button to take photos, the gallery button to select from your library, and tap "Send Photos" to upload them.

Should I set my location permission to "Allow While Using App" or "Always Allow"?​

You should set it to "Always Allow" (or "Always" on iOS). The app tracks your location in the background so that guests and the travel agent can see where you are even when your screen is off or when you are using another app. Setting it to "While Using" stops location updates as soon as you switch to another app or your screen locks, which means guests will see a stale location indicator. The app enables background location tracking automatically when you start a job and disables it when all jobs are done for the day.

The Destination screen shows multiple groups of guests — what are these?​

Each group on the Destination screen represents a different drop-off location. Guests going to the same place are grouped together. You handle one group at a time: arrive at the drop-off, confirm the drop-off for that group, and then proceed to the next group. The transfer is only marked as fully complete once every group has been confirmed. The screen shows all groups clearly labelled with the destination name and the guests in each group.

There are tutorial screens in the app — what do they cover?​

The app includes coach-mark overlays for the main workflows. On first run, mock cards with sample data appear on the Home and Profile screens and the coach-marks walk you through the Pick-Up, Destination, and Rate flows so you understand what you will see before your first real job. These run automatically the first time you open the app — there is no separate "Tutorial" menu in Profile to reopen them later.

I scanned the guest's QR code but received an error — what does "Invalid QR Code" mean?​

This error appears when the QR code you scanned does not match any of the jobs loaded for your current pick-up. The message shown is: "Invalid QR Code, please refer to user's app or the itinerary email for the correct QR Code." This usually means you scanned a QR code from a different job, a screenshot, or an old booking. Ask the guest to show you their current QR code from the Job Detail screen in their Rectrix Link app. If the job is marked as priority, use the "Mark Attendance" button instead, which does not require a QR scan.

The Pick-Up screen shows "All Attendance Taken" when I switch to the Pending filter — what does this mean?​

This message appears when you switch to the Pending filter and every guest at that pick-up location has already had their attendance confirmed. It is a confirmation that there are no guests left to pick up at this stop. You can proceed to the Destination screen to start the drop-off phase.

How does location sharing work when I am between jobs?​

When none of your jobs for the day have been started or attended, the app automatically disables background location sharing to save battery. As soon as you start a job (when startJobAt or attendanceAt is recorded for any transfer), background location is re-enabled. When all jobs are completed, background location is disabled again. This means your location only broadcasts to the platform when you are actively working.

The Job Offers screen has a date filter — how does it work?​

Tap the blue date button at the top of the Job Offers screen to open the date picker. Once you select a specific date, a filter icon appears on the date button to show that filtering is active. Only job offers with a pick-up on or around that date will be shown. To remove the filter and see all pending offers, tap the date button again and select today, which resets the filter to the default state.

My home screen shows "No Job Offers" — does that mean there is no work for me?​

It means there are no pending (unanswered) job offers addressed to you at this moment. A travel agent or provider may have offers in preparation, or an offer may have already been accepted and moved to Today's Job. Pull down on the screen to refresh the list. If the section remains empty and you are expecting work, contact the travel agent or provider directly.

What happens after I tap "Proceed To Destination" at the bottom of the Pick-Up screen?​

Tapping that button navigates you to the Destination screen for the current job group, passing all the group data through. The Destination screen then shows you the drop-off locations and guests, and you work through each drop-off group until the transfer is complete. You can return to the Pick-Up screen using the back arrow if needed, but attendance records already confirmed are preserved.

Will I be asked to confirm before completing a job?​

No. Tapping "Completed Job" on the Destination screen immediately marks the transfer as complete. There is no confirmation dialog before this action. Make sure all drop-off groups have been confirmed before tapping — the transfer status cannot be reversed from within the app once it is marked complete.

How do I request payment for my completed jobs?​

Billing is grouped by the provider you worked for, not entered as a date range. From the Profile tab, open Standard Job Billings (jobs with a pre-agreed rate) or Priority Billings (priority jobs). On a provider's card, tap Request Payment to submit that provider's completed transfers. Review the transfers before requesting, as submitted billing requests cannot be retracted from within the app.

Will I be asked to confirm before submitting payment proof?​

No. Tapping the Submit button on the Submit Payment Proof screen uploads and submits the proof immediately. Make sure the correct document is attached before submitting.

Will I be asked to confirm before rejecting a rate offer?​

Yes. When you tap Reject on a rate offer, a native platform alert appears with the title "Reject Offer" and the message: "After rejecting this offer, you will need to request for a new offer from the user." You can confirm the rejection or cancel and return to the rate details.

Will I be asked to confirm before accepting a priority job?​

Yes. When you tap Accept on a priority job, a native platform alert with the title "Important" appears: "Please take note that priority job cannot be cancelled once accepted, are you sure you want to proceed?" Accept only if you are ready to commit — priority jobs cannot be cancelled through the app after acceptance.

Will I be asked to confirm before deleting a job offer?​

Yes. Tapping Delete on a job offer opens a pre-delete check panel that loads the current deletion eligibility status for that offer. The panel shows a "Cancel" button (to go back without deleting) and a Delete button. The Delete button is disabled if the job cannot currently be deleted.

Will I be asked to confirm before logging out?​

No. Tapping Log out at the bottom of the Settings screen signs you out immediately — there is no confirmation dialog. Avoid logging out while you are on an active job, as it stops notifications from reaching you.

Will I be asked to confirm before deleting my account?​

Yes. Delete Account is under Account. Tapping it opens a bottom-sheet panel with a "Cancel" button and a Delete Account button. After you confirm, your account enters a 30-day recovery window before it is permanently removed, and you are logged out.

What error messages might I see if the app cannot connect?​

The app shows toast notifications for network and server errors. The most common messages are: "Connection Error" (no route to server), "Connection Timeout" (server did not respond in time), "Request Timeout" (the request took too long to send), "Response Timeout" (the server accepted the request but did not respond), "SSL Error" (certificate issue — usually a network proxy), and "Too many requests, please try again later" (rate limit). Wait a moment and retry the action, or check your network connection.

What happens if I delete a notification by swiping it?​

Swiping a notification removes it immediately, but a "Notification deleted — tap to undo" toast appears at the bottom of the screen. Tap the toast to restore the notification before it disappears. Jobs associated with that notification remain accessible via the Calendar and Offers tabs regardless.