Good morning. I am with Systems Specialties, Inc. and we use Tsheets. We have an employee who can no longer log in to the mobile app since the security update. We have tried uninstalling the app and reinstalling it to no avail. I have reset his password multiple times and each time I attempt to log him in on the mobile app, it tells me the password is incorrect or that the app is locked out. I have cleared all cache and memory related to Tsheets on his phone. My question is this - he has a Samsung Galaxy S5, an older smartphone. Is that phone too outdated to support the new security update on the mobile app? That's the only thing I can think of at this point.
Currently, there's an open investigation reported to our engineers that some users are unable to log in on the Tsheet app. This can be the reason you unable to proceed even if you've changed the password.
I would recommend reaching the Tsheets support to add you to the list of affected users and receive notifications. This way, they will send you an email as soon as the issue is resolved.