☁️Cloud Portal
This page provide navigation to FAQs related to various menus in the Cloud portal
1. What to do if I forgot password for cloud portal?
You can get your log in credentials password from your HR/Admin/Management.
If you want to reset password, go to log in page and link to reset password will be sent to authorized email id.
Path: Go to log in page>Click on the ‘Forgot Password’
Link: https://cloud.pockethrms.com/
For any queries, contact [email protected]
2. How to activate WhatsApp alert?
To activate the WhatsApp alert please contact our agent.
For any queries, contact [email protected]
3. What should I do if I get the Error 500?
If you get error 500 you should follow the steps below
Log out of the portal and close the window
Clear the browser cache
Try to log in again
Also try to log in from different browser
I the error persists please contact our server error.
For any queries, contact [email protected]
4. Unable to see/view/access certain option or menu in the ESS portal?
If someone is not able to access particular option/feature/path in the ESS please change the following factors.
Check that the self-service role given to employee is aligned to the features they are supposed to access
Path: Cloud portal>Employee>Profile>Self Service Role
The access to the required modules and features is provided through role allocation for respective self-service role
Path: Cloud portal>ESS Setting>Role Allocation>Search Module>Select Role>select required options>Save
For any queries, contact [email protected]
5. Is there any special configurations or settings in Pocket HRMS for interns or internship?
Presently we don’t have any specific configurations for internship in Pocket HRMS. You connect to our agent on chat for if required.
For any queries, contact [email protected]
6. The pocket HRMS software or cloud portal is working too slow, what should I do?
Please follow the steps below.
Log out of the software and close the window.
Clear your browser’s cache
Log into the software again
If the issue persists please contact our support agent.
For any queries, contact [email protected]
7. Manager unable to view confirmation option in the ESS?
If manager unable to view confirmation option in ESS portal, please check the check factors below.
Check manager self-service role
Check that confirmation module is selected for manager role under role allocation
Check the confirmation settings configured for the company
For any queries, contact [email protected]
You can get your log in credentials password from your HR/Admin/Management.
8. What to do if I forgot password for cloud portal?
If you want to reset your password, go to log in page and a link to reset password will be sent to the authorised email id.
Path: Go to log in page>Click on the ‘Forgot Password’
Link: https://cloud.pockethrms.com/
For any queries, contact [email protected]
9. How to update the software?
Android user: Go to the Playstore, search Pocket HRMS Install or update the App for your ESS login from the App
IOS user: Go to the Appstore, search Pocket HRMS Install or update the App for your ESS login from the App
For ESS and Cloud web login: Log in from the following link
https://www.pockethrms.com/login/
For any queries, contact [email protected]
10. How to fill in consent form displayed in cloud portal on login?
After a certain interval of time, a consent form will pop up, prompting you to update your user and organization details.
If there are no changes to the information, you can simply save the existing details and proceed to use the Pocket Cloud Portal seamlessly.
For any queries, contact [email protected]
11. What to do if the system shows error while uploading Excel file for import?
You need to format the columns with date to ‘Text to Column’ in excel sheet.
Step 1: in the Excel sheet that you want to upload, click on the columns with the Dates. Go to the ‘Data’ tab and click on the ‘Text to Columns’ option.
Step 2: The pop will open. Click on the ‘Next’ button twice so you reach the ‘Convert Text to Column Wizard -Step 3 of 3’ in the pop-up. Select the radio button for the ‘Text’ option and click on the ‘Finish’ button. Save the file and it is ready to be uploaded.
Path: Click on the column with Dates > Data > Text to Columns > Next > Next > tick ‘Text’ > Finish
For any queries, contact [email protected]
12. How to get email support help or escalation support?
Log into the cloud portal, click on the ’?’ icon (Question Mark) beside the smHRt searcHR field and the escalation matrix details will be visible for your company
Link: https://cloud.pockethrms.com/Identity/Home/support
For any queries, contact [email protected]
13. Why am I getting ‘Error: Index was out of range. Must be non-negative and less than the size of the collection. (Parameter 'index') Some error occurred’?
The error of "Error: Index was out of range. Must be non-negative and less than the size of the collection. (Parameter 'index') Some error occurred Screenshot" while uploading or importing a file. Generally, such error occurs when Starting row and Ending Row or the other Excel components are not map correctly.
Kindly map the Excel rows and column to the Components according to the Excel file to be uploaded.
Once you are done, ensure that you save the stings, then import file in the field and lastly click on the upload file button.
For any queries, contact [email protected]
14. How to add new year in the ‘define calendar’ page?
To add new year in ‘Define Calendar’ page, you have to perform Leave Year Transfer process.
For any queries, contact [email protected]
15. Can anyone get in touch with me or call me my number?
Please share any query or doubts you have on chat in the cloud portal and our AI-based chatbot smHRty will provide you with necessary steps.
If the solution provided earlier was not helpful, kindly reach out to our chat support team for further assistance.
Currently, we do not have the feature to make direct calls on the provided contact number.
If required, you can request a chat call and ask for screen sharing while you are on call with our chat support person for further explanation.
For any queries, contact [email protected]
16. What to do if a password is successfully generated for the employee but employee is unable to log in?
The employee has their password but unable to log in to the ESS portal?
If the employee is unable to log in to their ESS account, kindly verify the following:
Ensure the Company Code, Employee Code, and Password are entered correctly. Make sure there are no spaces before or after the text in any of the fields, as this can cause login issues.
Ensure the employee is entering the correct Company Code, Employee Code, and Password.
Confirm that the employee is using the correct link to access the ESS Portal https://ess.pockethrms.com/ or is using the Pocket HRMS Mobile App from the Play Store or App Store.
If the old employee has the password but unable to login in kindly check the employee password from reset password and provide the correct password again.
For any queries, contact [email protected]
17. Can you provide me toll free number or customer executive number?
Please visit the link below for your support requirement and get resolution for your queries.
For any queries, contact [email protected]
18. What is the status or update on the case id?
Kindly connect to our support person for any update required on your ongoing case id.
For any queries, contact [email protected]
19. What to do if the office attendance schedule is not running?
If your office attendance schedule is not running, please check factor below and follow the steps.
Biometric integration mapping is done for the employee.
Go to the biometric server system and restart the Pocket HRMS utility by doing the double click on the Pocket Utility icon.
You get the notification informing you that ‘Attendance Schedule is Running in the Background’.
Then run In-out import.
For any queries, contact [email protected]
20. I want to take training on Pocket HRMS cloud and ESS?
You can visit our user resource to explore step by step guides on how to use pocket HRMS. You will also find guides for using:
You can also explore the Frequently Asked Questions (FAQs)
For any queries, contact [email protected]
21. What is component mapping or component value mapping in the import process?
Component Mapping refers to aligning the columns in an Excel sheet with the corresponding component fields in the HRMS software for accurate data import. This ensures that the data is correctly mapped and imported into the system without errors.
Example:
The component ‘Gender’ is listed in the column ‘C’ of the Excel sheet that you want to import. Then you need to,
Find the ‘Gender’ in the ‘Component’ list in the import screen and select option ‘C’ from the respective ‘Excel Column’ dropdown.
For any queries, contact [email protected]
22. What does "Enter Administrative Password" mean during Pay sheet/Payroll Lock or Unlock?
When locking or unlocking the paysheet/payroll, the system prompts for the Administrative Password.
Administrative password refers to the Cloud Administrator login password—the same credentials used to log in to cloud portal using the Administrator user account.
This step is a security measure to ensure that only authorized personnel can perform critical payroll actions.
For any queries, contact mail to: [email protected]
23. How to Set the Financial Year in Cloud?
If financial year is not at all set for the company you can set the same by Following the steps mentioned in the link below: https://docs.pockethrms.com/hr-and-admin-portal/cloud-configuration/organization/initial-company-setup-administration/financial-year-and-leave#how-to-setup-and-configure-financial-year If the financial year is set and you need to transfer the year to current financial follow the doc link: https://docs.pockethrms.com/hr-and-admin-portal/cloud-configuration/income-tax/income-tax-new-financial-year
For any queries, contact mail to: [email protected]
24. What is status of my chat/case?
If you are waiting for any response/update from our support team, for any case id update or chat update kindly connect to the support team on chat.
For any queries, contact mail to: [email protected]
25. How to Add Financial Year from 01-04-2025 to 31-03-2026 in Income Tax => Financial Year Menu or Change the Year to Any Last Financial Year?
If financial year is not at all set for the company you can set the same follow the doc link to set: https://docs.pockethrms.com/hr-and-admin-portal/cloud-configuration/organization/initial-company-setup-administration/financial-year-and-leave#how-to-setup-and-configure-financial-year
If the financial year is set and you need to transfer the year to current financial year, follow the doc link: https://docs.pockethrms.com/hr-and-admin-portal/cloud-configuration/income-tax/income-tax-new-financial-year
For any queries, contact mail to: [email protected]
26. How to Set Location of Employee in Geo-tagging for Attendance Punch?
To set the location of employee in geo tagging for attendance punch follow below steps from docs link:
For any queries, contact mail to: [email protected]
27. How to View Today's Attendance for Total Employees?
To view today’s attendance for the total employees, please refer the link below:
For any queries, contact mail to: [email protected]
27. Why while adding/applying the expense/leave/on duty/Attendance regularisation/Exit request via the web or app, encounters a "manager not assigned" error?
If an employee is trying to add an expense/leave/on duty/Attendance regularisation/Exit request via the web or app and encounters a "manager not assigned" error, it typically means that the employee does not have a manager set up in the approval matrix. To resolve this, you need to ensure that a manager is assigned to the employee in the system. You can click on the link below to refer how to assign manager to the employee:
https://docs.pockethrms.com/faqs/cloud-portal/employee/employee-list/approval-matrix#id-1.-how-to-assign-manager-to-employee-or-candidate Once a manager is assigned, the employee should be able to add expenses without encountering the error.
For any queries, contact mail to: [email protected]
28. Has My Query, Raised via Chat, Email, or Under a Ticket/Case ID, been Resolved?
If you are waiting for any response/update from our support team for any case id update or chat update kindly connect to the support team on chat
For any queries, contact mail to: [email protected]
29. How to Cancel/Delete On-duty from ESS?
1) If the on duty is not approved from manager then the employee can delete the on duty from ESS. Click the link below to refer the steps of how to delete on-duty from ESS.
2) If the on duty request is approved by the manager, then it can be deleted from the cloud portal. Click the link below to know how approved on-duty can be deleted from the cloud portal.
For any queries, contact mail to: [email protected]
30. How to Disable Auto Punch?
Please note: If Geo Tracking is enabled for any employee, the Auto Punch setting cannot be disabled. This is because the system requires the Auto Punch feature to accurately record working hours — especially in cases where an employee forgets to punch out. Without it, the system will be unable to capture the out time and thus fail to generate accurate attendance data for that day. If you wish to disable the Auto Punch feature, you must first deselect the employee(s) from the Geo Tracking feature. Click on the link below to remove employees from geo-tracking:
For any queries, contact mail to: [email protected]
31. I Have Updated the Reporting Manager in the Employee Profile, but the Change/Update is not Reflected in the Approval Matrix?
Please note that the "Reporting Manager" in the employee profile is considered the direct reporting manager only. If you wish to assign a manager specifically for module-based approvals, you need to delete the current manager in approval matrix (if available).
Click the link below to know the steps to delete manager. Link: https://docs.pockethrms.com/faqs/cloud-portal/employee/employee-list/profile/approval-matrix#id-1.-how-to-delete-the-manager-for-leave-attendance-regularization-on-duty-in-approval-matrix
After deleting the current manager for the module required add the manager. Click the link below to know the steps to add new manager. https://docs.pockethrms.com/faqs/cloud-portal/employee/import#id-5.-how-to-add-a-manager-in-the-approval-matrix
For any queries, contact mail to: [email protected]
32. How to Download Declaration Details from Web post? How to Access the Downloaded File?
To import the declaration from web post click the link below to know the process: https://docs.pockethrms.com/faqs/cloud-portal/income-tax/utilities#id-4.-how-to-view-declaration-proof-entries-or-proof-document-updated-by-employee-from-their-ess To download the declaration details after the web post click the link below to know the details: https://docs.pockethrms.com/faqs/cloud-portal/analytics/report/income-tax#id-2.-how-to-download-export-income-tax-declaration-details-report
For any queries, contact mail to: [email protected]
33. How Can I Extend/Reduce/Change the Punch-out Time to Allow Employees to Punch Out After their Scheduled Shift Ends?
Click the link below to know the detailed path and process: https://docs.pockethrms.com/faqs/cloud-portal/settings/attendance#id-7.-how-to-view-and-edit-shift-details-such-as-from-time-to-time-import-in-and-import-out-times-as-we
For any queries, contact mail to: [email protected]
34.The past data has been uploaded, but why is the salary register not showing the updated information?
If the past data is uploaded correctly then you can check the salary register from data wizard link for reference - https://docs.pockethrms.com/faqs/cloud-portal/analytics/data-wizard#b.-how-to-download-the-salary-register
For any queries, contact mail to: [email protected]
35. How Can We Delete Payroll Posting?
Payroll postings cannot be deleted; they will be overwritten. Please delete the time consolidation, then run the time consolidation again, and then run the payroll posting again.
For any queries, contact mail to: [email protected]
36. How to test SMTP settings? And What is the link for testing SMTP Settings?
Please use the following link for SMTP testing: https://cloud.pockethrms.com/Admin/Company/TestSMTP Steps to test SMTP settings: 1 Enter the recipient’s email ID in the Email > Subject field. 2 Select the appropriate SMTP option as per configuration for organization or recruitment. 3 Write the email content in the mail body. 4 Click Submit. 5 Check the recipient’s inbox to confirm if the test email has been received.
For any queries, contact mail to: [email protected]
37. Which Points in the Approval Matrix are Mandatory to Select While Adding a Manager in Approval Matrix or Adding New Employee?
To add a manager in the approval matrix ensure the below points: 1) If you want to set priorities for two managers, assign Manager 1 as priority for the first approval and Manager 2 for the second approval. 2) If you want the manager to have view-only rights (i.e., they can view the request but cannot approve or reject), you can set that option accordingly. 3) If you select "Yes" for Approval Must, the manager will have the rights to approve or reject the request. 4) Select the required modules by ticking the appropriate checkboxes. 5) If an employee wants to cancel an approved request and you select "Cancel Rights: Yes", the manager will receive a request to revoke the approved request.
(Note: This feature is available only for the Leave module.)
For any queries, contact mail to: [email protected]
38. How to Find any Employee or My Employee Code?
To find your Name or Employee Code:
Go to the Cloud Portal.
Use the ‘smHRt search’ bar and type your name
.
Click on your name from the results to open your employee profile.
Your Employee Code will be shown along with your name in the profile.
For any queries, contact mail to: [email protected]
39. How to set leave opening days for balance to the employee for a leave type in employee profile?
To add leave opening days balance, follow the process given in the link below: https://docs.pockethrms.com/faqs/cloud-portal/employee/employee-list/leave#id-12.-how-to-add-leave-opening-and-leave-credit-for-a-particular-employee
For any queries, contact mail to: [email protected]
40. How to Change the Last Working Day if the Full and Final Settlement Statement is Processed?
Please follow the steps below to change the last working day, if the full and final settlement is processed. 1. Delete the FNF processed https://docs.pockethrms.com/faqs/cloud-portal/payroll/utilities#id-12.-how-to-delete-fnf-full-and-final-settlement
2. Release the employee https://docs.pockethrms.com/faqs/cloud-portal/payroll/utilities#id-12.-how-to-delete-fnf-full-and-final-settlement
3. Separate the employee with correct last working date https://docs.pockethrms.com/faqs/cloud-portal/payroll/transactions#where-to-mention-or-enter-left-date-or-last-working-date-of-employee
For any queries, contact mail to: [email protected]
41. If use credit in employee profile leave type used credit is not tick what happened if employee can be able to apply by ticking use credit?
Checking the use credit option: It ensure leave credit is accurately calculated and reflected in the employee’s leave balance, it is important to tick "Use Credit" in the employee's leave type settings. This ensures that leave credits are processed properly as per the leave credit setup-link of leave credit setting docs - https://docs.pockethrms.com/hr-and-admin-portal/cloud-configuration/leave/leave-credit Please note: The "Use Credit" option in the profile is not directly related to the ability to apply for leave—it is primarily tied to the processing of leave credits and balance updates. If an employee is unable to apply for a leave request, please review the leave configuration settings in the system to ensure all necessary permissions and conditions are correctly set. https://docs.pockethrms.com/faqs/cloud-portal/ess-settings/profile-info#id-4.-how-to-check-present-leave-configurations
For any queries, contact mail to: [email protected]
42. How to Set Default Approval Level Matrix?
To set approval matrix manager for leave you will need to add managers in the approval matrix of all employee so that when they will apply leave their added manager in approval matrix will accept/reject the leave.
Click the link below to know the detailed step to assign or replace managers for employees in bulk: https://docs.pockethrms.com/faqs/cloud-portal/employee/import#id-29.-how-to-assign-or-replace-managers-for-employees-in-bulk-using-the-import-upload-option-in-the-ap
For any queries, contact mail to: [email protected]
43. I want to update leave for employees in admin cloud portal?
To update the leave for employee in admin cloud portal kindly check with below links to add/credit/debit the employee leave accordingly: To add used leave for single employee To add used leave for bulk employee To credit the leave for single employee To credit leave for bulk employee To debit leave for single employee To debit leave for bulk employee
For any queries, contact mail to: [email protected]
44. How to see punch in/out location in cloud?
How to see punch in/out location in cloud? "Punch in/out locations are not visible on the Cloud portal. To view them, use the ESS Admin Portal. Follow the steps in the link below:" https://docs.pockethrms.com/faqs/ess-portal/leave#id-15.-how-check-mode-of-employee-punch-or-ip-address-of-punch-machine-and-download-in-out-punch-detail For any queries, contact mail to: [email protected]
45. How to check manager uploaded roaster of employee?
Currently, there is no automatic notification sent when a manager uploads the roster for employees on ESS Admin or Cloud. To verify if the shifts have been assigned to employee can download the Shift Detail Report. This report shows the assigned shifts for employees and can be cross-verified either with the manager or directly with the employees.
Steps to download the Shift Detail Report: You can follow the instructions in the link below to download the shift detail report: https://docs.pockethrms.com/faqs/cloud-portal/analytics/report/attendance#id-1.-how-to-download-shift-details For any queries, contact mail to: [email protected]
46. How to update/assign User Rights to user for Employee Profile or Other Modules?
To give user rights to process any details in employee profile or other module kindly check with the docs link below: https://docs.pockethrms.com/hr-and-admin-portal/cloud-configuration/organization/users
For any queries, contact mail to: [email protected]
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