Troubleshooting & Reference Guide — Mobile Channel Creation

Use this article whenever you run into an unexpected situation while using or managing the Mobile Channel Creation feature. You can also use the glossary sections at the bottom as a quick reference at any time.

Common Issues & How to Resolve Them

1. The “+ Buat Channel Baru” button is not visible

What this means: The entry point to register a new channel is not showing up on your homepage or channel list.

Check the following:

• Is today’s date selected? The button only appears when you are viewing today’s schedule. If you have selected a past or future date on the calendar, the button will not show. Switch back to today’s date.
• Has your admin enabled channel creation? The button only appears if your Visitation Policy has “New Channel” turned on. If it has never appeared before, contact your admin to confirm the policy is configured correctly.
• Has your access been recently changed? If the button was visible before but has disappeared, your eligibility may have been updated by your admin. Try refreshing the app. If it is still not showing, check with your admin.

2. I can see the button, but tapping it does nothing or shows an error

What this means: You can see the “+ Buat Channel Baru” button, but tapping it does not open the registration form.

Check the following:

• Make sure your internet connection is stable.
• Close the app fully and reopen it, then try again.
• If the issue continues, report it to your admin or IT support team.

3. The form fields look different from what my colleague sees

What this means: You and a colleague are using the same feature but seeing different fields on the registration form.

Why this happens: The form is configured by your admin. Only fields that your admin has set as “visible” will appear in your form. Your admin can also give fields custom names. This is expected behavior — not a bug.

What to do: If you believe a field is missing that should be there, contact your admin to review the Channel Form Configuration.

4. I submitted a channel, but I cannot find it in my channel list

What this means: After submitting the registration form successfully, the channel does not appear where you expect it.

Check the following:

• Are you a PJP employee? If yes, your newly created channel will NOT appear in your main channel list. It will only appear in the Kunjungan Tambahan page (accessible from the Kebab Menu ⋮ on your homepage). This is by design.
• Is Auto Approval turned off? If your admin has disabled Auto Approval, your channel status is Pending. The channel will appear in your list with a Pending badge — look for it there.
• Did you submit successfully? Check if you received the success result page after tapping “Kirim.” If not, the form may not have been submitted.

5. My channel shows “Pending” — what does that mean, and what should I do?

What this means: Your channel has been submitted and is waiting for your admin to review and approve it.

What you can do while it is Pending:

• You can still see the channel in your list (it will show a Pending badge).
• You can start and complete a visitation on the Pending channel.
• You cannot do anything to speed up the approval — it is in your admin’s hands.

What happens next:

• If approved, the channel becomes Active and is visible to other eligible employees.
• If rejected: the channel will disappear from your list. You will no longer be able to visit it.

6. My channel was rejected — what does that mean?

What this means: An admin reviewed your channel submission and decided not to approve it.

What happens:

• The channel is removed from your channel list and map.
• You cannot visit it or use it in any operational workflow.
• Any visit you completed before the rejection is still recorded in your history.

What to do: Contact your admin for the rejection reason. You may need to re-register the channel with corrected information.

7. I was in the middle of a visit, and the channel got rejected — what happens to my visit?

Good news: You can finish your current visit normally. The system will not interrupt or cancel an ongoing visit even if the channel is rejected mid-process.

After you complete and submit the visit, the channel will disappear from your list and map. You will not be able to start a new visit on that channel.

Your completed visit record will still be available in Kunjungan → Riwayat (Visitation History).

8. I tried to approve/reject a channel, but the system said “Channel status has been updated”

What this means (for CP Users/Admins): Another admin processed the same channel at the same time. The system prevented a duplicate action.

What to do: Click OK or close the message. You will be redirected to the Channel List, where you can see the latest status of that channel. No further action is needed from you.

9. I approved several channels in bulk, but some failed — what do I do?

What this means: During bulk approval or rejection, some channels could not be processed. This can happen if another admin processed those channels at the same time.

What to do:

1. In the result summary modal, check how many succeeded and how many failed.
2. Click “Export” to download the failure list as an Excel file. The file will show which channels failed and the reason.
3. Failed channels remain selected in the Pending Approval tab. Review each one and retry if appropriate.

10. My newly created channel is not affecting my PJP target or KPI — is this correct?

Yes, this is correct. Channels created via Mobile Channel Creation are treated as unplanned for PJP employees. They are intentionally excluded from:

• PJP target count
• KPI achievement calculation
• Journey plan completion tracking

This is by design to keep your planned performance metrics accurate. If you need the channel to be part of your journey plan, ask your admin to manually add it to your PJP group.

Reference Glossary

Channel Status — What Each Status Means

Channel Source — Where a Channel Came From

Activity Log — Source Labels Quick Reference

When you review the Activity Log on a channel’s detail page (portal), you will see an “Activity Source” for each event. Here is what each source means:

Bulk Operation Limits

Key Behaviors to Know

Form session locking: When an employee opens the channel registration form, the form is locked to the configuration version active at that moment. If an admin updates the form configuration while the employee is filling it, the employee’s current session is not affected. The new configuration applies only to employees who open the form after the update.

Daily reset for PJP employees: The Kunjungan Tambahan page shows only channels created today. The next day, the page shows an empty state. This does not delete any data — channels and visit records are preserved in the system.

History always preserved: Submitted task reports (Riwayat Tugas) and completed visit records (Riwayat Kunjungan) are always accessible, even if the channel becomes Rejected or Inactive afterward.

If your issue is not covered here, please contact your system administrator or submit a support request.