Frequently Asked Questions
The best way to reach our support team is via your APP.
- Click on the 3 stacked lines in the upper left-hand corner of Your Learning Hub home page (which takes you to Settings).
- Click on Email Customer Care. This will open up an email in your phone and capture important information about your device and APP version and give you an opportunity to explain your issue.
- Remember to attach a screenshot (if applicable) of the ‘step’ that may be causing you trouble.
Alternatively, you can also email solutions@graffretail.com at any time. We are always here to help.
If you are not seeing a program in the app, you may not have been given access to it. Please contact support and identify yourself by title and the program that is missing on their app homepage (e.g. I’m the store manager from ABC Store in Mall 123 location and I am not seeing the RTS coach’s edition).
With that information, our support team can look you up in the system roster for your organization to verify if you have been given the correct program access at time of set up.
Please contact support and provide the username that you are trying to log in with. We will verify if it matches the username in the system. If yes, then you should be able to log in with the initial password (Changeme1 – which is the same for all users up front) or your own password, if you have already changed it from your initial login experience. Your username is not case sensitive, but your password is.
If you are an existing user (not your first time logging in), you can reset your own password or have our support team reset it for you. To reset your own password, tap on Reset Password located on the right-hand side of the main login page just below the Log In button.
This may just be a simple settings issue in your device. Please ensure you have allowed push notifications to be sent. This is typically done when installing the APP, but you can circle back and check the push notification setting for APPS by going to Device Settings on your phone.
This may just be a simple settings issue in your device. Please ensure you have allowed our APP to access the camera on your device. Check the camera setting for APPS by going to Device Settings on your phone.
There should be a push notification sent from the app each time a staff member submits a response. You can tap on the push notification directly to view the submission.
If you have missed the push or deleted it, you can still view feedback by going to the coaching session from the learning journey and tap on the “Team’s Submissions by Member” option which will show you a list of all staff, their completion status and detailed responses.
Tap on the staff members’ name to view the date/time of their submission then tap again to view their submission by question.
Tip: This is not limited to coaching sessions. As the coach, you can see staff responses to quizzes and practices the same way directly from the app.
Daily tips are sent as app push notifications, so please make sure to allow push notifications to your phone when installing the app. If you aren’t sure, go to Device Settings on your phone and ensure notifications are turned on for your device.
If you have stopped receiving tips after a period of time it may be that you have already seen all tips for the program! The tips are planned to ‘flow’ with a reasonable pace through the learning journey. If you have taken a bit longer than expected to get through your journey, you could come to the end of the tips. Tips will start up again when you advance to the next ‘round’ of Ready to SERVE. This will become automatically available on your phone as you complete each ‘round’.
Yes, you can delete the R1 program from your app. This will not delete your learning history.
The APP was created to suit both IOS and Android, and there may be minor differences in the user interface. A problem that is experienced in one app may not occur in another, so it is important to report which device/OS it is when reporting issues.
Please also check if you have the latest app update installed from the AppStore or Google Play before reporting an issue. If not, please update to the latest app and try first before reporting it.
