Answers to the questions admins ask most. If yours isn't here, contact your Flip contact.

Setting up

I can't open the admin: "Only your organisation's admins can open this page." The admin is open to your organisation's Flip admins, and to the owners of the user groups a Flip admin has assigned to a calendar. Ask a Flip admin in your organisation to give you the role, to assign your user group, or to set up the calendar. If Flip has set your organisation to admins only, which is the default, user group owners don't open it at all. See Who can edit.

Signing in to the admin: "Flip doesn't know this URL or keyword." Enter the URL you open Flip at, for example acme.flip-app.com, or your organisation's keyword, for example acme. A URL copied from the address bar works as it is, with https:// and the rest of the address. If Flip still doesn't know it, ask your Flip contact for your organisation's keyword. See Open the admin.

Why can't I open a calendar in the list? It isn't one of your user groups' calendars: it's tagged View only. Owners of a user group see every calendar in the list, but open only the calendars of the user groups they own. A link to such a calendar brings you back to the list, which says You can't open that calendar. Ask a Flip admin to assign your user group to the calendar.

The start date and the number of doors are greyed out. Flip has fixed them for your organisation. For most organisations, that's 24 doors from 1 December. Ask your Flip contact if you need something else. They can also only change until the first door opens. See Settings.

My video link is refused: "Videos from this website aren't allowed." Only video services Flip has approved work. The hint under the video field lists them. Copy the link from your browser's address bar; short links like youtu.be/… work too. For another service, ask your Flip contact. See Header image or video.

My image upload fails. Use a JPEG, PNG or WebP file of up to 15 MB. Very large photos (over 50 megapixels) are refused; export a smaller version. If it says The image can't be read, the file may be damaged: export or save it again.

"We couldn't check your access with Flip." To find the calendars you may edit, the admin asks Flip which user groups you own. Flip didn't answer just now. Try again in a minute with Try again; Flip admins aren't affected.

The door says "Add an image description (alt text) in German." Every image needs a description in each language that shows it. Switch to that language and fill in Image description, or remove the image there.

Can I copy doors from last year? Not directly. Open last year's export: each door's text is in a readable file per language, ready to copy, and its images are in the same folder.

Is anything translated automatically? No. You write every translation yourself, so nothing unexpected appears. See Languages.

Publishing

The Publish button is greyed out. Hover over it: it says why. Either you have unsaved changes (Save your changes before publishing.) or something is missing (Fix the items on the overview before publishing.). Step 7 of the setup guide lists everything to fix, with links.

"… is published until … Only one calendar can be published at a time." You only see this if Flip has switched several calendars off for your organisation. Another calendar is still published. You can publish yours from the day after it's hidden. If it has already ended, archive it (⋮ → Archive) to publish sooner. See Several calendars at once.

I published too early. Can I undo it? Yes, until the first door opens: Unpublish turns it back into a draft. After that, a calendar can't be unpublished.

Do I have to finish every step of the setup guide? No. The guide helps you not to forget anything, but only problems (red) block publishing. Doors you haven't marked as done, unfinished translations and optional steps don't.

While the calendar is live

I found a typo in a door that's already open. Fix it and save. The admin asks Save this door? because people may have seen the old version. Nobody loses points. See Changing a door after it opens.

I want to change the points now. Points are fixed once the first door has opened, so everybody plays by the same rules. You can still switch the leaderboard on or off.

The figures don't change. Analytics are updated every 30 minutes; the time of the last update is shown. Shared goals are live. See Analytics.

Why is "Reached" lower than the number of employees? It only counts people who opened the calendar at least once.

How do I find the raffle winners? Download the entrants after the last day to enter and draw the winners yourself. See Raffle.

How do I end the calendar early? A live calendar can't be ended early: it ends two days after the last door. Once it has ended, you can archive it straight away to hide it.

Participants

A colleague can't find the calendar. Check that it's published and that today is on or after Shown in the app from. Then check that the tile's URL is the link on the calendar's Overview tab (Calendar link).

Why does a link only say "Open the calendar from its tile in the Flip App."? Each calendar has its own link, ending in /app/c/ and the calendar's id. The calendar's address without that ending doesn't say which calendar to open, so it shows only this sentence; people who can edit a calendar also get a button to the admin. A link to a calendar that doesn't exist shows the same sentence to someone who isn't signed in yet. Use the tile, or copy the calendar's link from its Overview tab. This is the same whether or not Flip lets your organisation publish several calendars at once.

Someone else signed in to Flip on a shared device. The calendar checks with Flip each time it's opened from its tile. After someone signs out of Flip, it opens for whoever is signed in to Flip now, never with the previous person's doors and points.

A colleague says a door is locked. Doors open at midnight in the calendar's time zone, not in the colleague's. Before that, the door says when it opens.

A colleague missed a day. With Open doors after their day on, they can still open it until two days after the last door, without the on-time points. See Opening doors after their day.

A colleague sees the calendar in the wrong language. The calendar follows their language in Flip. If you haven't written your content in that language, or a translation isn't complete, they see the default language.

A colleague declined points and changed their mind. The choice is final and can't be changed, neither by them nor by you. That's what the question says before they answer.

Can I see who opened a door? No. The calendar only shows totals, so nobody's activity is tracked individually. The raffle entrant list is the one exception.

Data

When is everything deleted? On the season's end date, shown in the list of calendars. Download the export before then.

Does the calendar use cookies or tracking? Only the cookie that keeps people signed in. No tracking, no third-party analytics.