Welcome to @WorkApp Support Centre

Welcome to @WorkApp Support Centre

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What is @WorkApp?

@WorkApp is an application that gives you control over lighting and heating/cooling of a designated area. It will also  show you important news about your building, and the energy usage of your space vs other workspaces in the building

How does @WorkApp work?

@WorkApp is part of ThoughtWire's Smart Building Suite. The@WorkApp connects to existing smart building systems (HVAC, Lighting, Content Management Systems, etc.) so that employees and tenants can adjust their workspace environment and stay connected to building bulletin.

How do I contact support?

Please use the support form available on this page to let us know of any issues you are experiencing or any questions you might have. While submitting the support request, include your device hardware details (e.g. manufacturer, model and software version installed), username, full name, and which Smart Building you are trying to access. We will review the details and get back to you as soon as possible.

How do I create an account?
Accounts are administered by ThoughtWire. To obtain an account please contact ThoughtWire support or follow the Sign-Up steps on the Sign-In page.

Once your account is created, you will receive an email from ThoughtWire with your username and temporary password. On your first login, you will be asked to change the password to your preferred password.

Can I use the same @WorkApp account to log into Ambiant@Work on different devices?
Yes, you can use the same account to log into@WorkApp on multiple devices.
 
What is the password policy?
Password policy is minimum 8 characters, 1 uppercase character, 1 lowercase, 1 numeric, 1 special character (eg.~!@#$%^&*_-+;"'<>,.?/)

I did not get an email to reset my password.
Please check your spam or junk folder for the reset code email and if you still have not received the email, please contact support.

I am getting an error even though the username and password I entered is correct.
Username and password are case sensitive. Please ensure the username you entered is in lowercase. If you are still having issues, you can reset your password by clicking on the ‘forgot password’ available on the sign-in screen.
 
How do I log out?
You can log out of the app by clicking on hamburger icon on the top left of the screen for the side menu option and clicking on log out.
 
How do I delete my account?
Please use the support form available on this page. While submitting the support request, please include the reason you want to delete your account. We will review the details and get back to you as soon as possible.

Why does the app need my location to be enabled?

The app needs location and Bluetooth to be enabled for auto-detection of spaces. If you do not want to use spaces, you can scan the QR code manually to control your workspace. 

How will @WorkApp determine my location?

@WorkApp uses QR codes (installed in personal workspaces) and Bluetooth beacons (installed in meeting rooms) to determine your location. 

Can the app auto-detect my personal workspace?

The app cannot auto-detect your personal workspace. You will need to scan the QR code assigned to your workspace to control the HVAC and lighting in your workspace.

Where can the @WorkApp auto-detect spaces?

The app can auto-detect spaces only in meeting rooms at this time.

Can I control multiple zones at the same time?

You can currently only control a single workspace at a time. 

Why can’t I control all the spaces in my floor?

Only selected personal workspaces and meeting rooms are enabled for@WorkApp at this time. For the enabled workspace, you can use the@WorkApp QR code, or allow the @Work app to auto-detect the space.

The app is not detecting my spaces.

Please check to see if the Bluetooth on your device is turned on and location enabled for automatic detection of spaces. If you are still experiencing issues, please contact us with the message you see on the screen. 

When I scan for a QR code, it says that I am not authorized for this space.

To use a QR code, you will need to be authorized for the appropriate building. Please contact support. We will review your details and get back to you.

When I scan for a QR code, screen fails to load comfort control and keeps on spinning.

Please check your device network connection and try again. Your device needs to be connected to the internet for the app to function.

Does the device need to be connected to the internet for me to control lighting or HVAC?

Yes, the device needs to be connected to the internet to make changes to the lighting and HVAC. 

How do I control HVAC and lighting in my space?

Users logged into the app can navigate to the spaces page to use Auto-Detection of spaces or scan QR code tab to scan QR codes to access comfort controls. You can use the sliders available on comfort control screens to increase or decrease temperature and lighting settings. 

Can I scan my neighbour’s QR code and control their lighting or temperature?

Anyone with the @WorkApp can scan any QR code or detect any location and make changes. It is advisable to check if your neighbours are comfortable with your changes. 

What is the range of temperatures I can set through the @WorkApp?

You can set the temperature anywhere between 20° and 25° Celsius in increments of 0.5°. 

What is the range of brightness levels I can set through the @WorkApp?

You can set the lights of your workspace anywhere between 0% brightness (off) to 100% brightness in increments of 1%.

Can I set my own schedule for lighting or HVAC?

You cannot set a schedule for HVAC or lighting at this time. 

Does the app remember my previous HVAC and Lighting settings?

The app does not remember your last settings at this time.

Why are my lights or HVAC not at the level I set yesterday?

Lighting and HVAC settings revert to an after-hours schedule, which is set by the building manager to save energy. You can always change lighting or HVAC to your preferred setting by manually scanning a QR code or performing auto detection of spaces.

How long after I change the temperature in the app will my space or room change?

The temperature changes are applied immediately after you make changes in the app, but it may take a while before your workspace or meeting room reaches your set temperature. 

There is a delayed response from lighting and temperature after I make changes in the @WorkApp.

Please check your device’s network connection speed as it might be one of the factors causing the delay. If the delay is persistent and longer than expected, you can contact us with your device details, network speed and location where you experienced the delay.

I just set my lighting or HVAC level but it was changed again shortly afterward.

This may be due to other users in your area making their own changes. You can check with the other users to make sure what levels work for all so it is comfortable for everyone.

The app is not able to change the lighting or HVAC in my space.

Check your mobile phone’s network connection to make sure your device is still connected to the internet. Also, in case you have more than one location, please make sure you are connected to the right building on Settings > Select your location.

If you still experiencing issues, you can contact us with your username, device details, location and the time you experienced the issue. Sending a screenshot would be helpful as well.

I see a ‘Loading building info’ message on my home screen.

Please log out of the app and log back in. If the issue still persists then please contact support.

How often does the in ‘My Buildings’ energy graph update?

This varies based on the building location so you may have a dynamic graph or it is potentially static. Contact support to learn more.  

What are the energy units used in the ‘My Buildings’ graph?

Energy usage is represented in kWh.

Can I submit service tickets for building maintenance within the app?

@WorkApp includes a link to the building maintenance portal within the app. If you click on the link, it will redirect you to building maintenance portal via the phone’s web browser. Once in the building maintenance portal,  you will be able to log in and create service requests.

Can't find what you are looking for? Submit a Ticket.