Before contacting support
- Confirm that the device has an internet connection and that the app is up to date.
- For employee access, use the username and current access code issued by an authorised administrator.
- For administrator access, use the email address connected to the administrator account.
- Do not email a password, employee access code, or precise location history.
Sign-in and account access
Employee access codes can expire or be replaced. Ask your employer's authorised administrator or dispatcher for a current code. Administrators who cannot sign in should use the recovery option on the sign-in screen or contact product support from the registered business email.
If an account is disabled or belongs to the wrong organisation, only an authorised company administrator can correct the assignment. Support will verify identity and authority before changing access.
Assignments, work status and location
Location-dependent job actions require the permissions shown in the app and may require precise location while using the app. On iOS, location sharing stops when the app becomes inactive, goes into the background, or is closed. Android may also require background location permission for eligible assignments. Device battery restrictions, weak GPS, building conditions, connectivity, or disabled permissions can delay a position or prevent a site check.
- Review Location Services and notification permissions in the device settings.
- Return to the app and wait for a fresh location before repeating an arrival or site action.
- Keep the assignment open until the app confirms that the status change was recorded.
- Contact dispatch for an alternative reporting process if a required device action cannot be completed.
Corrections, privacy and account deletion
Employees and administrators can request account deletion without installing or signing in to the app: email digital.leart@gmail.com with the subject “RTA Security account deletion”, your account email or username and workspace name. Do not send passwords, access codes or location history. Management verifies the request and processes administrator deletion within two calendar days, including weekends, with completion confirmation to the account email. If workspace continuity needs confirmation, management will contact you within that period. Personal account information is removed or anonymised; required business and shared workspace records may remain.
Report an incorrect work, break, assignment or location record to your employer's administrator and include the assignment, approximate time, and what should be corrected. Do not send precise location history by ordinary email.
Employees can delete their own account from Account > Account management. Administrators can submit a deletion request directly from Account settings, view its receipt and deadline, and cancel it before processing starts. Management confirms completion to the account email. Other members and shared workspace records remain. Privacy requests can also be made using the contact details below. The employer may need to retain or pseudonymise required work records under applicable employment, tax, safety or legal obligations. See the privacy rights section for more information.
Safety and urgent situations
RTA Security Workforce is not an emergency service. Do not rely on the app, push notifications, maps or live location for emergency response. Follow your employer's agreed emergency procedure and contact the appropriate local emergency service when necessary.