Skip to main content

Frequently Asked Questions

Quick answers to questions other customers have asked - searched, organised, and linked to the deeper guide when you need more.

How to use this FAQ​

This page collects the questions that actually come up in the first 90 days of using vimigo, harvested from the old Wix site, the current module guides, and real support threads. It's organised by topic so you can scan, but you can also just hit Ctrl+F (or Cmd+F) and search for a keyword. Every answer is one to three sentences - when you need the full walkthrough, follow the link to the module guide.

Getting started​

Q: I'm a new boss. Where do I actually start?

Read the Getting Started guide and follow the First 7 Days table one day at a time. Don't try to read all 30 module guides at once - do Day 1 today, Day 2 tomorrow. The fastest path to real value is: company profile → invite staff → one vimiGoal → one Diamond award → one vimiRewards item.

Q: My team is only 5 people. Do I need every module?

No. For a 5-person team, set up Company, People, Departments, Diamond, vimiRewards, and one simple vimiGoal. Skip vimiTeam (too small for team goals), vimiClass (too formal), vimiBank (no commissions yet), and EWF (only if you're committing to welfare funds).

Q: How do I invite staff into vimigo?

Recommended: bulk import via Excel. Go to "People" → "Import", download the template, fill in names / emails / departments / roles / phone numbers in one spreadsheet, and upload. This is the cleanest method because YOU control the data - no typos from staff, no missing departments, no wrong role names. For a team of 10+ this is the only sensible approach.

Other options (use when Excel import is overkill):

  • One-by-one invite: "People" → "Add People", enter one email at a time. Fine for a single new hire.
  • Self-registration via invite code: Create a code tied to a department and share it. Staff sign up themselves. Convenient but higher error rate - staff spell their own names wrong, pick the wrong role, or skip fields. Use only if you trust your team to fill forms correctly.

See the Users guide for the full walkthrough.

Q: Can I bulk-import my whole team from Excel?

Yes. "People" → "Import" → download the template, paste your list, upload. Empty rows are silently skipped, and the "Access Right" column must match an existing role name exactly (case and spaces included).

Q: Do employees need their own account or do I set one up for them?

You create the account (by invite or import). The employee then sets their own password via the invite email and logs into the mobile app. See Mobile Basics.

Q: How do I know when I've "finished" setting up?

When the modules your team actually uses show real data and staff can apply leave, check in, see their goal, and redeem a reward without asking you for help. For a team of 20, that's usually 3–4 weeks of setup and tuning.

Diamonds and rewards​

Q: What does one diamond cost in real money?

Whatever your boss sets. The default is 500 diamonds = RM1, and it's configurable. Staff don't see the exchange rate (intentionally - big numbers feel more exciting than small ringgit). See the Diamond guide.

Q: How do staff earn diamonds?

Through hitting vimiGoal targets, sales performance in vimiSales, winning a vimiChallenge, spinning the Lucky Wheel, or direct manual award from the boss. All five routes pay from the same Principal Wallet.

Q: I transferred diamonds but the staff member's balance is still zero. Why?

The most common cause is an empty Principal Wallet - the transfer silently failed. Check the Principal row on the "Diamond" page and top it up if it's below the amount you tried to send.

Q: Can staff transfer diamonds to each other?

Only if your company has enabled peer transfers. By default, transfers flow from the Principal Wallet to staff (not between staff). Ask your admin whether peer transfers are turned on.

Q: What's the difference between "Earned" and actual balance?

"Earned" is a live projection from an active goal or sales interval - it can move up and down as results change. Actual balance is the fixed amount you can spend. Earned diamonds convert to actual balance when the interval closes.

Q: How do I restrict diamonds for certain staff?

Open the staff's profile and adjust the restriction settings, or use the role-based permission in Roles & Permissions to block the diamond transfer action entirely.

Q: How do I set up a company rewards catalog?

Go to "vimiRewards" in the admin panel, click "Add Reward", and add items at three price tiers (entry 5K–15K, mid 20K–50K, premium 80K+). See the vimiRewards guide and the Diamond × vimiRewards Day strategy.

Q: A staff member has enough diamonds but can't buy a reward. Why?

Check the reward has a diamond price set, is Active (not expired), has stock > 0, and "Visibility" is set to "Public". Any one of those four will block redemption.

Q: Can staff transfer rewards to each other?

Yes by default, unless you've enabled "Restrict Reward Transfer" at the company level. Transfer moves the reward and its code between inventories.

Q: I deleted a reward but staff still have it in their inventory. Why?

Deletion is a soft-delete - new redemptions stop but existing ones in staff inventory stay. To pull a reward back, un-assign before deleting.

Q: What's vimiRewards Day?

A fixed-date monthly ritual where staff can only redeem rewards on chosen days (typically the 10th and 20th). It creates anticipation, social celebration, and better budget control for the boss. See the Diamond × vimiRewards Day strategy.

Q: How do I manage the company's diamond bank?

Go to "Diamond" in the admin panel. The Principal Wallet row at the top shows the company's diamond pool - top it up, transfer out, or deduct. See the Diamond guide.

Q: If I delete a staff member, what happens to their diamonds?

Their transaction history stays for audit, but the balance sits inactive. If you want those diamonds back in the Principal, use "Deduct Diamond" before deactivating the employee.

Goals and performance​

Q: How do I create a vimiGoal?

Go to "vimiGoal" in the admin panel → "Create New vimiGoal", fill in the target, assign employees, set tiers and rewards, click "Publish". See the vimiGoal guide.

Q: My employee can't see the goal I assigned.

Check the goal shows "Active" (not "Draft"). Open the goal modal, verify the employee appears in "Employees Assigned", and make sure they're in the correct department if the goal is department-scoped.

Q: Someone hit 80% but didn't get the 80% tier reward.

Two checks. First, "Completion Rate Required (%)" - if it's set to exactly 80, the employee needs 80% or above (79.5% doesn't count). Second, the goal's interval has to have closed - rewards only distribute on close, not mid-period.

Q: What's the difference between "Save" and "Publish" on a goal?

"Save" keeps the goal as a Draft - hidden from employees. "Publish" flips it to "Active" and staff see it immediately.

Q: Can I run the same goal every month without recreating it?

Yes. Click "Save As Template" in the goal modal. Next month, click "Create New vimiGoal" → "Apply Template" → pick your template. Items and tiers pre-fill - just update the dates.

Q: What's scoring in vimiGoal?

Each goal has a weighted contribution to the employee's monthly performance. The scoring is what feeds into vimiClass grading.

Q: What's vimiClass?

The monthly grading module that combines vimiGoal, vimiReview, and vimiCheckin data into a single Class A/B/C/D grade per employee, with corresponding reward tiers. See the vimiClass guide.

Q: Aisha hit 100% of her goals but got Class C. How?

Check the weightage. If you use 50% Goal / 30% Review / 20% Check-In and Aisha has perfect goals but weak reviews and attendance, her total can still land in Class C. Also check whether her department has a weightage override.

Q: We awarded everyone too many diamonds in vimiClass. Can we take it back?

Yes. Go to vimiClass History, find the batch, click "Unroll" (the system issues exact negative deductions). Fix the setting and click "Regive" to redistribute correctly.

Q: What happens to Class D staff?

Class D is below the Class C threshold - it's a signal for coaching, not punishment. Most companies configure no reward for Class D. The grade itself is the message.

Q: How does vimiGoal link to vimiTeam?

You can link a vimiTeam's payout to member goal completion - members who don't hit their goals fail the team gate and get "Not Qualified". See the vimiTeam guide.

Q: Public holidays are messing up my daily targets.

When creating the goal, tick "Apply Holidays & Off days". The system skips weekends and public holidays - but it only works if your company's holiday calendar is current. See the Holidays guide.

Sales and commission​

Q: What's vimiSales?

The sales tracking module. Staff record sales amounts, the module calculates commission automatically based on tier thresholds, and the results flow into vimiBank for payout. See the vimiSales guide.

Q: How do I create a vimiSales setting with multiply?

Go to "vimiSales" → "Create New", set the target type to "Multiply", enter the multiplier and the base amount. The commission is then sales × multiplier within each tier.

Q: Can I edit a vimiSales setting after publishing?

Yes, but with limits. Future periods are freely editable. Current-period changes only affect this cycle. Structural fields (Formula, Target Type) are locked - if you need those changed, create a new setting.

Q: A staff member's sales went up but their commission tier didn't change.

If approval is required, the amount only counts after a manager approves it. Check the "Update Requests" tab. If it's already approved, verify the tier thresholds - it's easy to mistype a target.

Q: What's vimiBank?

The commission wallet. When vimiSales, vimiGoal, or vimiTeam periods close, the earned commission lands in vimiBank, from where you process payouts. See the vimiBank guide.

Q: An employee's vimiBank amount is wrong.

Check their records under "Payouts" → their name. Compare against the source module (vimiSales / vimiGoal / vimiTeam). Remember "Earned" is a live projection that moves until the interval closes.

Q: A payout has been stuck in "Pending" for weeks. What happened?

Management hasn't yet processed it through the payout wizard. Go to "Payouts" → select the payout type → find the pending record → run the wizard.

Q: How does vimiBank relate to EWF?

vimiBank holds commission earnings tied to performance. EWF holds welfare benefit allocations (Education, Travel, Food) funded from company contributions. Different money, different flows.

Q: How do I pay a bonus that isn't tied to any commission?

Use "Manual Contribution Management" in vimiBank. Create the entry, pick the matching payout type, add a remark, and it appears in the wizard for processing.

Q: How do I set the team commission setting?

Go to vimiTeam → create or edit the team → in the wizard, set commission tiers and whether the formula is Standard (tier reached = tier reward) or Accumulative (M1 + M2 + M3 added together).

Leave and attendance​

Q: How do I approve a vimiLeave application?

Go to "vimiLeave" → "Pending Approvals" → review the request and click "Approve" or "Reject". Multi-level approval means the request moves to the next approver after you act. See the vimiLeave guide.

Q: An employee submitted leave but their balance didn't change.

Balance is only deducted on final approval. If the request is still Pending (especially with multi-level approval), no deduction has happened yet. Check the "Application Status Details" to see which level is waiting.

Q: How do I edit individual leave balance?

"vimiLeave" → select the employee → edit their leave type balance directly. For bulk updates, export the balance list, edit the Excel, and re-import.

Q: How do I change a leave group's name?

Go to "vimiLeave Settings" → "Leave Groups" → click the name → edit. Renaming doesn't change membership or access.

Q: How do I generate a vimiLeave report?

Go to vimiReport → select the "Leave" tab → pick the date range → click "Generate". Refresh after 30–60 seconds for the report to process.

Q: How do I check in on vimigo?

Open the mobile app → tap "Check In" on the home screen → confirm your location. You can check in without GPS if location services fail. See the vimiCheckin guide.

Q: I forgot to check out yesterday.

Ask your manager or HR - anyone with the right permission can add your check-out time within 48 hours. Beyond that, contact vimigo support.

Q: Why doesn't my on-time streak grow even though I check in?

Streaks only count on working days. Weekends and public holidays don't grow the count. If it still looks wrong, check your company's Working Days configuration.

Q: Can a staff member check in twice in one day?

Yes. Multiple sessions per day are allowed - check in, check out, check in again. Sub-check-ins let field staff log separate location visits within one main session.

Q: How do I set up company holidays?

Go to "Holiday Settings", create or import a holiday list, assign it as the company default or per department. See the Holidays guide.

Q: How do I set different working times per department?

Go to Working Days → "Department Override" → uncheck "Use Company Default" for the department → pick a different schedule. The dropdown only lists schedules already loaded - load a template first if you need to.

Mobile app​

Q: I don't know my password and the reset email isn't arriving.

Check spam first. If it's still missing, ask your HR admin to verify the email on file and re-send the invite. HR can also trigger a password reset directly from the admin panel.

Q: Does vimigo work offline?

Mostly no. Check-in, leave submissions, and data updates all need internet. Cached content from a previous session is visible offline, but nothing new works without a connection.

Q: Can I use vimigo on a tablet?

Yes - the mobile app runs on Android tablets and iPads. Layout is similar to phone.

Q: I got a new phone. How do I move vimigo across?

Install the app from the app store and log in with your existing email and password. Account data is in the cloud, not on the old device. Your new phone auto-registers for pushes after login.

Q: My app is stuck on a loading screen after login.

Try in order: pull to refresh, close and reopen, check internet, Settings > Help > Clear Cache, then reinstall. If nothing works, contact support with your app version.

Q: Can I log in with a phone number instead of email?

Not in the current app - login requires an email that matches your onboarded record.

Q: I'm seeing Chinese (or Malay) characters instead of English.

Go to Settings → General → "Language" → "English". Close and reopen if it doesn't switch immediately.

Admin and settings​

Q: How do I create a new department?

Go to "Departments" → "Add Department" → enter the name → save. Then assign people from "Assign People". See the Departments guide.

Q: Can one person belong to two departments?

No. vimigo enforces a single department per person per company. If you need a cross-functional role, use a custom role or tag instead.

Q: How do I assign a person into a department and set their access rights?

Open their user record → edit → pick a "Department" → pick an "Access Right" (role) → save. See the Departments guide and the Roles & Permissions guide.

Q: How do I mark an employee as resigned?

Go to "People" → open the person → click "Mark as Resigned". Historical records stay for reporting, but the person can no longer log in. Resignation is permanent through the UI - contact vimigo support to reverse.

Q: I enabled a module but some staff can't see it in their menu.

The module is probably scoped to specific departments. Go to "Module Control", find the module, and check the "Department" list - add missing departments or switch to "All Departments".

Q: How do I set up the Vision & Mission on the home page?

Go to "Company Settings" → "Vision & Mission" → fill in the text → save. See the Company guide.

Q: How do I add billing or payment method?

Go to "Company Settings" → "Billing" → "Payment Method". Add a credit card or bank method and save.

Q: What's a cut-off date and how do I set it?

The cut-off date decides the billing or reporting period boundary. Go to "Company Settings" → find "Cut-off Date" and set the day of the month. See the Company guide.

Q: How do I set the Goal Commission Setting?

Go to "Company Settings" → "Commission" → "Goal Commission". Configure the percentage rules for goal-based commission. The fields are greyed out if module_advance is off - enable it in Module Control.

Q: What's the difference between the "Employer" role and the "admin" system role?

"Employer" is a company-level role you can edit and assign. "admin" (ID 1) is a vimigo super-admin role - only the vimigo team uses it, and you can't modify it from your company.

Strategy and best practices​

Q: What reward should I give for what behaviour?

Match reward size to behaviour difficulty. Daily attendance: 500–1,000💎. Weekly target hit: 2,500–10,000💎. Big deal closed / hero moment: 30,000–50,000💎. See the Strategies intro for full guidance.

Q: How do I stop rewards from feeling like a lottery?

Use the SET → CHECK → REWARD framework. Set clear targets in vimiGoal, check progress daily in the app, reward on a fixed ritual like vimiRewards Day. If you reward without targets, it feels arbitrary.

Q: How often should I award diamonds manually?

Minimum once per staff per week during the first month. Public recognition with a specific reason matters more than the diamond amount. See the Diamond × vimiRewards Day strategy.

Q: What's the minimum budget I need to run a rewards system?

For a team under 10 staff, RM100/month (50,000💎). For 10–30 staff, RM200–500/month per department. See the budget table in the Diamond × vimiRewards Day strategy.

Q: Will a monthly leaderboard reset demoralise staff?

The opposite. Resets are the point. Monthly reset lets people bounce back from a bad stretch - this is called "Comeback psychology". Avoid yearly-only leaderboards for daily motivation.

Q: When should I add vimiClass or vimiBank?

After 2–3 months of running basic Diamond + vimiRewards + vimiGoal, once the team has the habit. Introducing all modules at once overwhelms staff and nothing sticks. See the rollout progression in the Strategies intro.

Troubleshooting​

Q: Why am I getting the same notification twice?

A known pre-March-2026 issue where preferences could be stored twice. Platform has a safeguard now. If duplicates continue, check whether two scheduled jobs are firing the same event.

Q: My new hire isn't getting any notifications. What's wrong?

They've never logged into the mobile app. Device tokens only register on first login - web-only users won't get phone pushes. See the Notifications guide.

Q: An announcement isn't showing up on some staff phones.

Three causes: (1) they've disabled the "Announcement" notification type, (2) they're not in the tagged department, or (3) they've never logged into the mobile app. See the Announcements guide.

Q: A leaderboard is showing old data.

Leaderboard data caches for speed. It refreshes when the source module updates - wait a minute and refresh. If still stale after that, contact support. See the Leaderboard guide.

Q: I ticked a permission but the user still can't access the feature.

vimigo caches the navigation menu. Ask the user to log out and log back in, which clears the cache. See the Roles & Permissions guide.

Q: I updated vision and mission but employees still see the old text.

Profile data caches on login. Ask them to log out and log back in, or close and reopen the mobile app.

Q: Check-in times are off by a few hours.

Timezone is configured in Working Days, not in Company Settings. Edit the working time schedule and set the correct "Timezone".

Q: My report generated but shows no data.

Check the date range matches periods with actual activity, and confirm the module is enabled for your company. If the tab you need is missing, the module is likely off. See the vimiReport guide.

Q: An employee's Earned diamonds disappeared.

Two legitimate reasons: the interval closed and Earned moved into actual balance (check transaction history), or the goal/sales setting was deactivated mid-interval, cancelling the projection.

Q: The Lucky Wheel says "You are not a participant".

The staff member's ID isn't on the wheel. Edit the wheel and add them with "Chance" ≥ 1. See the Lucky Wheel guide.

Q: A staff member won a Lucky Wheel prize but didn't receive it.

Almost always an empty Principal Wallet when the spin resolved. The staff got a "Reward Lucky Wheel Unsuccessful" notification. Top up Principal and contact support to re-issue.

Q: vimiClass didn't award medals after month-end.

vimiClass waits 5 days after month end before processing. The "Upcoming Award Month" stat card shows when processing will run.

Q: vimiSales Excel upload did nothing.

Check the file is .xlsx, not .xls. Confirm employee names match vimigo exactly - the system matches by name, not ID.