What does this message mean?
If you see the following message when attempting to Check-In or Check-Out of a visit in the freshOps Team App:
"Oops – Looks like you are outside the acceptable range of this site. Please ensure you are on site, or wait a moment and try again."
This means the freshOps app was unable to confirm that your current location falls within the geofence set for that site. A geofence is a virtual boundary around a site location — freshOps uses it to verify that team members are physically present before allowing a Check-In or Check-Out.
There are three common reasons this can occur, and a corresponding resolution for each.
Reason 1 — You are not within the site's geofence
What's happening: freshOps compares your current GPS location to the geofence boundary configured for the site in the freshOps WebApp. If your location falls outside that boundary, the Check-In or Check-Out will be blocked.
How to resolve it:
Confirm you are physically on site before attempting to Check-In.
Confirm you are still on site (and haven't left the premises) before attempting to Check-Out.
If you are on site and still seeing this message, try moving outside and attempt again.
Reason 2 — Your device's GPS location is delayed or inaccurate
What's happening: Mobile devices don't always have an up-to-date GPS fix, particularly if your phone has been idle, was recently turned on, or has been in an area with poor GPS signal (such as indoors or underground). The location your device is reporting to freshOps may be from your previous location.
How to resolve it:
Wait approximately 60 seconds to allow your device time to refresh and acquire an accurate GPS position.
Try stepping outside briefly if possible, as open-sky conditions significantly improve GPS accuracy.
Once your device has updated its location, return to the freshOps Team App and attempt to Check-In or Check-Out again.
Tip: You can verify your device's current GPS accuracy by checking your phone's Maps app — if your location is showing correctly there, freshOps should be able to read it.
Learn more about what can affect your GPS here: How does GPS Tracking and Location Validation work?
Reason 3 — The site coordinates in the WebApp are incorrect
What's happening: If the GPS coordinates or geofence radius configured for this site in the freshOps WebApp are inaccurate, team members who are genuinely on site may still be flagged as being outside the geofence.
How to resolve it:
This will need to be corrected by your business owner or supervisor in the freshOps WebApp. They should:
Log in to the freshOps WebApp.
Navigate to Sites and locate the affected site.
Review and update the site's GPS coordinates to accurately reflect the physical location.
Adjust the Geofence Center Blue PIN to be closer to where the team should actually be checking in and out.
Once the coordinates have been updated, team members should be able to Check-In and Check-Out without issue.
Still having trouble?
If none of the above resolutions solve the issue, please reach out to the freshOps support team via the Help Centre chat and include the following details to help us assist you quickly:
The name of the site you are trying to Check-In or Check-Out of
The device type and operating system you are using (e.g. iPhone, iOS 17)
A screenshot of the error message if possible