Logging in on a new or replacement phone
Your Motivity licence is locked to one device at a time. This is deliberate: it stops a
job being picked up on a second phone mid-visit and the work being lost. It also means that when an engineer changes phone, the lock has to be released before they can log in on the new one.
Your own office can do this. You do not need to contact Motivity.
If the engineer still has the old phone working
1. On the old phone, open the Motivity Workforce app.
2. Make sure every completed job has finished sending. The home screen should show nothing left in Sending. Do not go on until it is clear.
3. Tap the three dots at the top right of the login screen and choose Change User. On newer versions the previous name is shown and you can tap not you beside it.
4. On the new phone, install Motivity Workforce from Google Play or the App Store and log in with the same email address and PIN.
If the old phone is broken, lost or will not turn on
1. In Motivity Office, click Personnel.
2. Click the person’s name to open their personnel details page.
3. In the Mobile Device Management section, press Actions and Unlock license (allow new device to log in)
4. On the new phone, install the app and log in with their existing email and PIN.
If the engineer has also forgotten their PIN, reset it from the same Actions menu using Change PIN number.
Anything not yet sent from a broken phone is gone. If the old phone is unusable and had completed work still waiting to send, that work never reached Motivity and cannot be recovered from our side. It will need to be re-entered. That is the reason for step 2 above.
“The app is being used on another device”
This means the licence is still held by the previous device. Follow the steps above to release it. If you have already released it and the message persists, contact us with the engineer’s name and we will check what the licence is bound to.