The symptom
A staff member opens the app and a routine you expect is not there. They might say the task is missing, the checklist disappeared, or they cannot see a job they used to see.
Quick checks
Start here. These two cover most cases.
Is it paused? Open Routines and check the routine is switched on. A paused routine vanishes from the app straight away.
Is the person assigned, and are they checked in? A routine assigned to a location only appears once a staff member checks in to that location.
Full diagnostic
If the quick checks did not solve it, go through these in order from the admin panel.
Confirm the routine is active. A paused routine stays hidden until you switch it back on under Routines.
Confirm it has not been deleted. A removed routine stops appearing. If it was deleted by mistake, recreate it.
Check the assignment. Open the routine and look at who it is assigned to: locations, staff groups, named people, or managers. A person sees it if they match any one of these, so make sure they are covered by at least one.
Check the location and check-in. If the routine is assigned to a location rather than to people, the staff member only sees it after they check in to that location in the app.
Check the schedule. Confirm the routine is actually due today. A daily routine can be limited to certain days, a weekly one to certain weekdays, a monthly one to certain dates, and an hourly one to a time window. If today falls outside the schedule, nothing shows.
Check the location is active. A switched-off location hides its routines.
Check the staff member's account is active. A deactivated user sees nothing in the app.
Check the subscription. If the subscription has lapsed, the app stops loading tasks and shows a billing message instead.
Most common cause: the routine is assigned to a location and the staff member has not checked in there yet. Ask them to check in and look again.
Related
For how assignment and scheduling work in full, see Routines and Checklists. If the routine shows up twice instead, see A routine is showing up twice.
When to contact support
If you have worked through every step and the routine still does not appear for someone who should see it, contact us through the chat widget at help.paddl-ai.co or email support@paddl-ai.co. Tell us the routine name, the location, and the staff member, so we can look at the assignment for you.