Symptom. A nurse opens the Kio Nurse Assistant mobile app and sees none of their own activity, or the Team Dashboard in the web app is empty for a department that is clearly recording compliance elsewhere.
Compliance data being present on the Compliance Analytics and All Opportunities pages but absent here is the useful clue. It means the measurement is working and the link between the person and their data is not.
The messages you may see, and what each one means
| Message | What it means | Where to fix it |
|---|---|---|
| "Your user is missing configuration and is not connected with Staff with Department assigned" | The signed-in user account is not linked to a staff profile, or that staff profile has no Department | Staff profile and user profile — see The most common cause: the account and the staff profile are not linked |
| "Your user account is not connected to a staff member with a department assigned" | Same cause, seen from the department view | As above |
| "Your user has no campus access configured" | Their Kio Cloud profile has no campus assigned | Users app — assign campus access |
| "Your user does not have permission to view other departments" | Working as designed. The account can see its own department only | No fix needed unless the person should have broader access |
| "The selected department is not taking part in the current race season" | That department has no race data for this season | No fix needed |
| "The race season has not started yet" | No active season for that campus | No fix needed — seasons start automatically each quarter |
The most common cause: the account and the staff profile are not linked
Kontakt.io holds two separate records for one person:
- a staff profile — the badge wearer that room visits, dispenses, and compliance are counted against, identified by its Staff ID
- a user account — the login used to open the mobile app or the web app, identified by its Unique Ext. ID
They are treated as the same person only when both carry the same value, matched as an exact string. Case and leading zeros matter.
If a badge wearer can sign in but sees no activity of their own, this match is almost always why. The badge is being recorded correctly against the staff profile; the account signing in has no way to be recognized as that person.
To check: compare the Staff ID on the staff profile with the Unique Ext. ID on the user account in the Users app. They must be identical, not merely similar.
Other things to confirm
- The staff profile has a Department. Gamification is organized by department. A staff profile with no Department cannot be placed on a leaderboard, so the person's own view has nothing to show.
- The Department name matches Smart Location exactly. The staff profile's department must match the Smart Location Department name character for character, including case, spacing, and punctuation. A mismatch does not show an error — the link simply does not form.
- The person has the mobile app role. Kio Nurse Assistant is granted separately, under Kio Nurse (Mobile) in the Users app — not by the Hand Hygiene Nurse role. Anyone holding Hand Hygiene Administrator or User is granted it automatically; everyone else needs it assigned directly.
- The person holds a role with access to Team Dashboard. Team Dashboard needs Administrator, User, Contact tracer, Nurse, or Nurse Manager. If the menu item is missing entirely rather than empty, the role is why — Viewer and Limited User do not have it.
- The person has enough activity to show. A newly badged staff member has no streak, no good days, and no points until they have worked days that produce opportunities.
If one person is affected but their colleagues are fine
Start with the ID match. A single affected person is almost never a configuration problem with the app and almost always a mismatch on that one record — a transposed digit, a leading zero dropped by a spreadsheet, or a staff profile created before the identifier convention was settled.
If a whole department is affected
Start with the Department. Either the department name does not match Smart Location, or the rooms that department works in were never assigned to it, so no opportunities are being attributed to the unit at all.
If the issue persists
If the Staff ID and Unique Ext. ID match, the Department is set and spelled identically to Smart Location, and the person still sees nothing, contact Kontakt.io support. When submitting your request, include:
- The affected person's Staff ID and the Unique Ext. ID on their user profile, exactly as each appears.
- Their Department, and the matching Smart Location Department name.
- The exact on-screen message, if one is shown.
- Whether the problem affects one person or the whole department.
- Whether that person's compliance data appears on the All Opportunities page — this separates a measurement problem from a linking one.
See Team Dashboard and Manage Staff & Badges.