Problem
Users on a site with a paid Timesheets subscription sign in with their work email. They are then shown a page with a short questionnaire (for example name, email, department and role). After they submit it, they are taken to a screen to activate a Timesheets trial.
The users are unsure whether they can use Timesheets, even though the site is already licensed.
Cause
This is a Tempo onboarding (marketing) profile flow. It collects name, email and role from new users.
It is not related to SSO. It is also not a license problem, and it does not mean the paid subscription is missing. The activation screen that follows can look like a trial request, which makes the flow confusing for licensed sites.
Solution
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Make sure the user has access to Timesheets. Check the Tempo Timesheets Access global permission and that the license has not expired. See Can't Login and Giving Access to Tempo Apps.
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To stop the questionnaire for a whole site, the site admin submits a request to Tempo Support. Ask for the profile onboarding flow to be disabled for the Jira site, and include the site URL.
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Tempo can then add the site to an exclusions list so its users no longer see the flow. Internally, CSM can raise this on the customer's behalf.
Disabling the flow has no side effects.
Notes
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If a user cannot dismiss a welcome or "complete your profile" pop-up, see Tempo Welcome or "Complete your profile" pop up.
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Docs gap: the Help Center does not currently describe this onboarding flow or the trial screen for licensed sites.