Troubleshooting

Short answers to the usual snags, with links to the detail.

I can’t book a day

Tap the day, or hover over it on a computer, and Folke tells you why. The Key above the calendar names each kind of day. The usual reasons:

It’s a day you don’t work, a weekend, a bank holiday or a closure. These don’t come off your allowance, so there’s nothing to book. If your working days are wrong, ask an org admin to change them.
It’s a no-leave date. Your organisation has asked for no leave then, sometimes only for certain leave types. Some only warn you and can still be picked; others can’t be picked at all. If you need one of those days anyway, talk to whoever approves your leave, who can book it for you.
It’s inside the notice period. Some leave types need booking a set number of days ahead. The Notice Period row in the key shows which days.
You’ve used this leave type’s allowance for that leave year, or the day is further than your remaining days reach. The next leave year’s days stay open, as far ahead as your organisation lets you book.
It’s in the past. Past days are struck through.

Two more are only checked when you send the request:

It’s further ahead than your organisation lets you book. Folke tells you the last date you can book up to.
You already have leave on one of those days, approved or still pending, including leave Folke booked for everyone over a closure. The calendar marks those days and won’t let you pick them. Change or cancel the leave that’s in the way on My Leave first. You can’t cancel leave booked over a closure yourself, so ask whoever approves your leave.

A day marked Limit of team members off reached can still be booked. It’s a heads-up for you and whoever approves it, not a block.

My request isn’t on the calendar

The team calendar shows approved leave, so yours appears there once it’s approved. Until then you’ll find it on My Leave, and the booking form marks its days as already asked for.

There’s no Edit button

You can only edit a request while it’s still pending and hasn’t started, and only if your organisation lets staff edit them. An org admin turns on Let staff edit a pending request under Organisation Settings > Leave & Calendar > Editing Requests.
Even then, it’s only for a while after you send it: anything from an hour to 30 days, depending on your organisation.
Otherwise, cancel it and book again. Once leave has started you can’t cancel it yourself, but an org admin or team manager can change or cancel it for you.

My allowance looks wrong

Check which leave year you’re looking at. Your organisation’s may not run January to December. Settings > Organisation shows your Leave Year, and each leave type’s Allowance, Used, Pending and Remaining in one table.
Each place answers a slightly different question.
- The Annual Leave used tile on Home and My Leave counts approved leave this leave year, out of your allowance plus any carried-over days.
- On Settings > Organisation, Remaining is the allowance less approved leave. Pending requests have their own column, and carried-over days aren’t added there, though you can still book them.
- The booking form shows what’s left of the leave type you picked, in the leave year your dates start in. Pending requests are taken off there too, so the days you’re waiting on stay yours.
A booking over the end of the leave year is split. Each year counts its own days.
Your Annual Leave allowance comes from one of three places. One set just for you comes first, then your team role’s, then your organisation’s Annual Leave allowance. An org admin can see which applies to you. If Annual Leave is set to Unlimited, or your team role is and you have no allowance of your own, you see the days you’ve used with no total.
Carried-over days can expire. If your organisation sets that, they drop off a set number of days into the new leave year.

The wrong bank holidays are showing

Your bank holidays follow the Country and region in Settings > Profile. Check both, especially if you work somewhere other than head office. With no country set, you get none.

Your organisation also has to have added your country. If it’s missing, ask an org admin to add it under Organisation Settings > Bank Holidays. An org admin can also hide a bank holiday your organisation doesn’t give, so one that’s missing may be on purpose. See Bank holidays.

I’m not getting emails

Check your spam or junk folder. Emails come from your organisation’s name followed by “via Folke”, so search for that.
Check Settings > Notifications. The Email switch for that notification may be off.
Check the email address in Settings > Profile.
While your organisation’s subscription has lapsed, Folke sends no reminders.

Push notifications don’t arrive

Turn on Notifications on this device under Settings > Notifications. It works per device, so turn it on for each one you use.
On an iPhone or iPad, push only works once Folke is on your Home Screen. See Installing Folke on your phone.
If Folke says notifications are blocked, allow them in your browser’s site settings, then come back.
Check the Push switch for the notification you’re expecting.

Someone is missing from the calendar

Their leave may still be pending. The calendar shows approved leave. If you approve leave, the List view can show pending requests too, while Pending is ticked in its status filter.
Your organisation may limit what you see. Its Calendar Visibility can show you only your own team role, or only your own leave. If it’s set to team role and you don’t have one, you only see yourself. Anyone who approves leave sees everyone.
Check the Filter. Leave only shows while Leave is ticked.

I can’t change my working hours Pro

In Your working week, hours are locked to your organisation’s working hours unless an org admin lets team members shift them, under Organisation Settings > General > Working Hours. The line under your week says how far you can move them.

Where you work each day is yours to set. A day in the coming week that you’ve booked a desk for shows that office instead, locked until the day has passed. See Your status and working week.

Folke shows a screen I can’t get past

Waiting for approval: your request to join is with an org admin. You’re in as soon as they approve it. If you see Confirm your email first, follow the link we sent you, or select Send the link again.
No organisation yet: your account isn’t part of an organisation, which happens if an org admin removed you or turned down your request to join. Select Join with a code and use the code from whoever runs yours, or Create an organisation to start your own. See Joining Folke.
Your trial hasn’t started: your organisation hasn’t added the card that starts its free trial. Once an org admin has, you’re in. Org admins see Start your free trial instead, where they choose a plan and add a card. See Plans and billing.
Turn on two-factor authentication: your organisation asks everyone to sign in with a code from an authenticator app as well as a password. Set it up on that screen and you’re in. See Security.

Folke says “Subscription inactive”

Your organisation’s subscription has ended, or a payment failed and Stripe has run out of retries. A failed payment on its own doesn’t lock anyone out: the team carries on while the card is tried again.

Org admins: select Go to billing. If the last payment failed, update the card with Manage card and invoices. Otherwise, choose a plan to get everyone back in. See Plans and billing.
Everyone else: let an org admin know. You’re back in as soon as it’s sorted.

You can still open Your settings from that screen, to change your password or two-factor authentication while you wait.

Folke opens but nothing loads

If a bar at the top says You’re offline, Folke can’t reach the internet. Reconnect, then select Try again. If there’s no bar, refresh the page.

Still stuck?

Have a look at Common questions, or get in touch and we’ll help.

Still stuck? Email hey@myfolke.com.