Support routines require either an address that can be verified by your phone's GPS for a physical location or a URL link for an online appointment.

When using a physical address, the GPS functionality of your phone is used to validate the location at the time of the check-in.  In order for this to work properly, you must grant the WEconnect app permission to access your location settings.

When creating a routine you may have the following message pop up on your device. In order to complete the support routine creation be sure to tap the "Allow while using app" option.

Remember, routines that have a location associated with them require you to be at the location to successfully check-in. If you attempt to check into a location-based support routine at the wrong location, the app will display a location notice and the check-in will NOT counted as successful.

GPS settings are very specific, so sometimes being even a short distance away can cause the location check to be missed. If the location of the routine has changed, you can edit the routine to update the location prior to the scheduled time, or create a new routine with a different location if needed. 

To verify that location permissions have been correctly granted to the app on your phone:

Android devices:

  1. Go to Settings > location > App permissions 
  2. Locate the WEconnect app
  3. Select "Allow location access"

iPhone devices:

  1. Go to Settings > Privacy >Location services
  2. Click on the "Share my location" tab
  3. Locate the WEconnect app 
  4. Select "Allow location access"

If you need additional assistance, please contact customer support via email at, by phone at 888-425-4605, or by using the chat icon in the lower right corner of this screen.