This article resolves common Check-in problems including employees not submitting, managers not reviewing, questions missing from Check-ins, and low team adoption.
Diagnose
Work through each check in the order listed. Stop when you identify the matching cause.
Check 1: Employee has not submitted their Check-in
- Cause: Employee did not receive a notification or missed the due date.
- How to check: In Reports, open the Submitted Check-ins report and filter by the employee's name and current period.
- If true (no submission recorded): Go to Fix 1.
- If not: The submission exists — the manager may have a review issue. Go to Check 2.
Check 2: Manager has not reviewed a submitted Check-in
- Cause: Manager did not receive or act on the submission notification.
- How to check: In Reports, open the Reviewed Check-ins report and filter by the manager's name and current period.
- If true (no review recorded): Go to Fix 2.
- If not: Review is recorded — the manager may lack visibility. Confirm the employee reports to that manager in the org hierarchy.
Check 3: A question is not appearing in an employee's Check-in
- Cause: The question is assigned to the wrong group, role, or schedule.
- How to check: Navigate to Admin > Check-ins > Questions and inspect the question's audience settings.
- If true (employee not in the assigned group or schedule): Go to Fix 3.
- If not: Confirm the question is active and not archived.
Check 4: Team adoption is low — many employees consistently not submitting
- Cause: Employees lack reminders, manager accountability, or awareness of the process.
- How to check: In Reports, run the Submitted Check-ins report for the past four periods and sort by submission rate.
- If true (submission rate below expectation across multiple people): Go to Fix 4.
- If not: The issue is isolated to individuals — return to Check 1 for each person.
Fix
Fix 1 — Employee has not submitted
- Ask the employee to confirm they can access Check-ins in their left navigation.
- Verify the employee's account is active in Admin > People.
- Confirm the employee is assigned to a Check-in schedule in Admin > Check-ins > Schedules.
- Ask the employee to submit the Check-in manually before the period closes.
- If the period has closed, the submission window is gone — no backdated submissions are possible.
Fix 2 — Manager has not reviewed
- Ask the manager to navigate to Check-ins > My Team and confirm direct reports appear.
- Verify the reporting relationship is correct in Admin > People > the employee's profile.
- Ask the manager to review the Check-in directly from the My Team queue.
- If the manager needs to flag an answer for follow-up, they can comment, add it to the 1-on-1 agenda, or pass it up the hierarchy from the review screen.
Fix 3 — Question not appearing in Check-in
- Go to Admin > Check-ins > Questions.
- Open the question and review the Audience field.
- Add the affected employee's group or confirm the correct schedule is selected.
- Save the question settings.
- The question will appear in the employee's next Check-in period — not retroactively.
Fix 4 — Low team adoption
- Confirm all employees are assigned to a Check-in schedule in Admin > Check-ins > Schedules.
- Verify automated reminders are enabled for the schedule.
- Ask managers to review Check-ins within 48 hours of submission — visible manager responsiveness increases employee follow-through.
- Reduce the number of custom questions to five or fewer to lower completion friction.
- Ask managers to use the High Five feature during reviews to reinforce the habit.
- Review pulse and submission trend data in Reports each period to identify teams that need targeted outreach.
What resolution looks like
- The Submitted Check-ins report shows a submission entry for the employee and period in question.
- The Reviewed Check-ins report shows a review entry for the manager and period in question.
- The affected question appears in the employee's active Check-in form on their next scheduled period.
- Submission rates in the Submitted Check-ins report trend upward over consecutive periods.
If it still fails
Contact 15Five Support. Provide the following when you reach out:
- Affected employee name and email
- Check-in period dates
- Screenshot of the Submitted or Reviewed Check-ins report filtered to the affected person
- For question visibility issues: the question name and its current audience settings
- For global viewer access requests: the name of the person who needs access (this permission requires Support Team action)
Not covered here
This article does not cover configuring Check-in schedules, creating or editing questions, or setting up group and follower visibility — see the related articles below.
Related Articles
-