What time can you log into the modern polling app on election morning? 

• Log in at 6:30am    

There is no 4G internet connectivity, how can I log in? 

• The Presiding Officer will have logged in when they collected the iPad, this ensures they can process voters offline until internet connectivity is established. They are responsible for checking connectivity on Election Morning.   
• The Presiding Officer opens the Modern Polling app on Election Morning and in the unlikely event that there is no mobile data / internet connectivity a ‘Connectivity Error’ message is displayed, tap CONTINUE to work offline. You can process voters until internet connectivity can be established.   
• DO NOT LOGOUT.    
• Continue using the app offline and process voters until internet connectivity can be established.   
• Alert your Election Management team so that they know you are using the app offline (you will see a red x in the cloud icon on the top right).    
• Note: When working offline with no connectivity you will not have the latest register and will not receive clerical errors or emergency proxies. Your Election Manager will not be able to see the turnout for your station or live BPA and you will appear as Inactive.   

On the login screen ‘An unknown error has occurred. Please check your network connection and try again 

• This is displayed if you try to log in without internet connectivity and have not followed the collection steps when picking up your iPad. 

What if the iPad runs out of battery / power on election / polling day? 

• If no power is available at the polling station the customer should look to use power banks in order to ensure the tablets will run for the 16 hours required on election day.   

If an elector / voter's poll card is damaged and wont scan, what do I do? 

• If a voters QR code is damaged on the poll card, select QR CODE MISSING or POLL CARD IS DAMAGED and enter the voter’s electorate ID that is printed on the poll card.    
• If the Electorate ID is not visible on the poll card, then tap Search Register on the Home screen and type in the voter’s Name and/or address.    

I'm not sure if I processed an elector / voter, how do I check?  

• At any time, you can select the View CNL on the Home screen to see if a ballot paper has been linked to an Elector ID.  If issued it will have a status of ISSUED.   

How to find an elector / voter using their number on the register?  

• A voter arrives with a poll card but the QR code is damaged, to find them using their number on the register   
• Tap Poll Card    
• Tap QR CODE MISSING   
• Enter their number (including the polling district letters), it is not case sensitive!    
• Tap Search   

What do I type into the search textbox to find a voter?  

• Enter any of the following (and/or combinations of):   
• First Name   
• Last Name   
• First Line of Address   
• Postcode   
• Note: This is not case sensitive.   

Can I search for a proxy voter?  

• No, you can only search for the Voter / Elector on the Register.   

What do I do if I have picked up 2 ballot papers and don’t notice until I’ve scanned the QR code?   

• Give the elector the ballot paper that you have scanned.   

Why is there a skipped ballot on the Corresponding Number List (CNL)?   

• A skipped ballot will be highlighted in the CNL when there is a Break in sequence in the ballot number range.   

Elector / Voter with the same name and address?  (e.g.  father and son with the same names living at the same address)  

• Check if they have a different middle name/initial or suffix (Jr/Sr) and ask the voter to confirm what this middle name or initial is before confirming the voter’s details.   

What to do at close of poll? 

• The Poll Clerk taps the lock icon to logout of the modern polling app, this then allows the Presiding Officer to login in order to check and submit the Ballot Paper Account(s).   

• NOTE: It’s important to have internet connectivity at close of poll and check that all the data has synced on the App (green tick in the cloud icon)   
• The Presiding Officer will not be allowed to generate the Ballot Paper Account if all the data has not synced, so even though it’s been a long day, it’s a really important step.     

I’m offline, how do I log out?   

• Try going outside the polling station to see whether connectivity is restored.    
• If you are still offline, then the Presiding Officer should take the tablet and log out when they arrive at the count centre where they have connectivity.    
• The Presiding Officer will then be able to log in to the app and generate the Ballot Paper Account.    
• Note: The Presiding Officer will not be allowed to generate the Ballot Paper Account if all the data has not synced and they are offline.   
• If the Ballot Paper Account(s) have not been submitted it is important to stick a label or post-it on the iPad with the Polling Station Name and Number marking it for isolation to ensure the BPA(s) can be submitted.   

Can the QR codes all be read with the papers flat on the desk in front of the iPad?  

• Yes, they will scan if the QR code is aligned with the camera.   

Will modern polling only search the register for that polling station?  

• It will only search for that Polling station register initially.   
• However, if the voter does not appear for that station on the Search Results (“Voter has not been found on this polling station’s register. To find them on the full register click search the full Regster, do not issue the voter with a Ballot Paper”), tap SEARCH THE FULL REGISTER    
• Note: this will only work if you are online, it cannot search the full register if offline   
• Results from the full register (other stations) are then displayed, tap on the Voter you are looking for from the list displayed to view the following:    
• The Voter is not eligible to vote at this Polling Station.    
• Their polling station details are displayed, direct the voter to their polling station.    
• Note: When the Presiding Officer is logged in and performs the same search as above, they get more detailed information for that voter.   

If we issue ballot papers out of order, do we get a warning message for each election?  

• It does not matter the order the poll clerks scan the ballot papers in    
• However, if they scan with a break in sequence with ballot numbers you will get a warning message.   

Presumably once the ballot paper account (BPA) is submitted it cannot be submitted again?  

• No, it can be viewed and submitted again by the Presiding Officer.   
• In the portal, the election management team have a live view of the BPA(s) for all polling stations and once submitted they can download and print the Ballot Paper Account(s).   

Do tendered ballot papers get registered through the app other than on the Ballot Paper Account (BPA)?  

• Poll Clerks don’t scan tendered ballot papers using Modern Polling   
• If any tendered ballots are issued, make a note of these manually and in View BPA and inform the Presiding Officer so that they can check them when submitting the BPA   

If an elector / voter only wants to vote in one election how is that recorded?  

• When you find the voter, it will ask you to confirm the name, address   
• The next screen will show what elections they are eligible to vote in    
• Here you have the option to de-select one of the listed elections they are entitled to vote in   

If an elector / voter decides not to vote in one of the elections, and then returns having changed their mind, does the screen only show the one they can now vote in?  

• Yes, you are correct Modern Polling will only show what elections they are entitled to vote in  

What happens if the elector / voter turns up after the proxy has already voted?  

• It will say that the voter has already voted, and the Poll Clerk can search for the voter in Search Register and they will see show that the Proxy has voted for them i.e. Voted (Proxy).   

How do we process an elector / voter who is disabled or is unable to access the polling station?  

• Modern polling is embedded with a SIM card, so you have the ability to take the iPads and the ballot papers to the voter. Please check with your Presiding officer first.   

How do I deal with anonymous voters / electors?  

• It’s mandatory for Anonymous voters to bring their poll cards to the polling station.  By using Modern Polling scan the QR code on their poll card and it will display the voter’s details, their name will appear as NN. Continue processing the voter as normal.  

I only want to view the results for 1 election in the Corresponding Number List -  CNL?  

• If you have more than one election the CNL is defaults to the first election (e.g., District) to view the CNL for the other election tap on the tab beside District (e.g., Parish) and the CNL will be displayed for that election.   

How do I return to the home screen when I’m viewing the Corresponding Number List - CNL?  

• Tap HOME to return to the home screen.   

What happens if I scan a poll card instead of a ballot paper?  

• If you accidentally scan a poll card instead of a ballot you will see the screen “A poll card was scanned instead of a ballot paper, please scan the required ballot paper”. Tap SCAN BALLOT will bring you back.  

What happens if I scan a ballot paper instead of a poll card?  

• If you accidentally scan a ballot instead of a poll card you will see the screen “A ballot paper was scanned instead of a poll card, please scan the required poll card”. Tap SCAN POLL CARD will bring you back.   

What happens if I tap / press ‘restart’?  

• It will cancel processing the Voter   
• Redirect you to the home screen, where you will have to start over again.  

IMPORTANT

• As Election Managers, it is your responsibility to ensure that all Presiding Officers follow these 5 steps when collecting their iPad(s). 
• These steps are outlined in full in the iPad Collection Process document in Resources 
• 
  

Escalation process:   

• PC identifies issue, escalates to PO if required   
• PO consults help guides and FAQs in first instance   
• PO escalates to Election Manager   
• EM accesses troubleshooting guides and FAQs, assists Polling Station Staff.    
• If unable to assist, raises case through Support Portal with Modern Democracy.    
• EM is assigned a case number, so can track issue through to resolution.    
• MD will monitor incoming queries, with dedicated team providing support  
• Separate Crisis Management team within MD will deal with any issues that need further escalation.    

What to do if an iPad is stolen? 

• If the election Manager has concerns relating to this then:   
• When distributing iPads make a note of Asset ID on iPad before handing them to PO   
• If PO reports it has been stolen make a note of the Asset ID before raising a case. 
• When raising a case, report it was stolen and provide Asset ID and Polling Station number    
• Also, call police to report it  

What to do if an iPad is not working? 

• The PO will call their election Manager and let them know you need a replacement iPad   
• Work on paper until replacement arrives.    
• Isolate iPad and Call Modern Democracy Support in case we need to retrieve data from the iPad   

When I key in my mobile number it doesn’t work?  

• A Poll Clerk should log in using the PO’s mobile number   
• Election manager should check that the Poll Clerk’s mobile number they are using is what is stored on Modern Polling Portal   
• If the number is the same ask them to key in their mobile number again correctly. They’ll then receive a new 6-digit one time passcode (OTP).    
• If the number is not correct, the Election Manager can update the details within the Modern Polling Portal.    
• If the Polling Station Staff (PO and PC) are still unable to log in, the EM should raise a support case with Modern Democracy.    

Can’t turn on iPad  

• Presiding Officer can assist the Poll Clerk if they are having problems turning on the iPad as they would have completed this task in iPad collection.    
• Press the button on the top left-hand corner of iPad.  Hold this button in until an apple icon appears on the screen   
• If this didn’t work ask them to plug the iPad to a charger in case there is no battery charge left in the iPad   

Can’t scan my poll card  

• If it is all poll cards contact your Election Manager, who can raise a support case with Modern Democracy if required.   

Polling Staff not assigned to correct polling station  

• Is it a new user or are they already in the system?   
• If already added, Election Manager to Log on the Modern Polling Portal select the polling station that you are wishing to move the PO/PC to.     
• Select Staff, select + and assign staff member to poll station   
• Election manager should then check the poll station in the overview screen and check that the assignment has been completed   
• Election manager to inform the Presiding Officer that the Poll clerk should now be able to log in     
• If it is a new member of staff and not already on the system   
• Election Manager will Log on the Modern Polling Portal    
• Select Admin tile and add in the user’s details and role they require   
• In the Overview screen on the Portal select the polling station that you are wishing to assign the PO/PC to     
• Select Staff, select + and assign staff member to poll station   
• Election Manager to inform presiding Officer that the clerk has now been added and can log in   

Can’t scan ballot paper  

• Is it just one ballot paper or all of them?   
• Poll Clerk will select bar code is damaged and select the next available ballot number which is displayed on screen   
• If it is all ballot papers, contact your Election Manager, who can raise a support case with Modern Democracy if required.   

Battery low – charger not working  

• Election Manager will check battery levels of the iPad on the portal   
• Election Manager will advise the Presiding Officer to check that the power switch is on at the wall and lead is in correctly     
• If the iPad is still not charging:    
• If the Presiding Officer has an iPad, use this until a replacement arrives   
• Election Manager will contact the Poll Inspector and ask them to go to polling station with contingency power supply  

Presiding officer clicked submitted the Ballot Paper Account (BPA) by mistake  

• Election Manager will inform the Presiding Officer they can continue working on Modern Polling as it doesn’t physically stop the app from working and only generates end of day reports   
• Election Manager will see a version of the BPA on portal but this won’t be the final one as it needs to be produced after 10.00pm by the Presiding Officer ) 
• (PO). 

Polling Station Staff logged out by mistake  

• Presiding Officer to tell the Clerk to select the Modern Polling app and log back in again   

Elector / Voter spoils a ballot  

• Poll Clerk will call Presiding Officer who will walk the Clerk through the spoilt ballot process if they are unsure how to do it    
• Ask the voter for the spoilt ballot     
• Tap Spoilt ballot on Modern Polling Home screen   
• Scan the spoilt ballot or select the UIM and spoilt ballot from the list    
• Ask voter to confirm their name   
• Take the next available ballot and scan it or select next available ballot   
• Check the confirmation screen that all is correct   
• Hand the replacement ballot to the voter and put the spoilt ballot into an envelope and give it to PO   
• Click on CNL and check all is correct   
• Note: You must follow the above process, do not edit the CNL 

Can’t find an elector / voter in modern polling  

• Presiding Officer will provide Clerk with assistance on how to find the voter by tapping on the Search icon on Modern Polling.  If it is a Proxy voter please ensure that they are searching for the Elector / Voter’s name and NOT the Proxy’s name 
• If they can’t find them on Modern Polling app initially, tap SEARCH THE FULL REGISTER as they could be at the wrong station. Note: Voters from other polling stations will only be listed if those polling stations are using Modern Polling.   
• The Presiding Officer should call the Election Manager to check voter’s status   
• Election Manager can add in the elector / voter as a clerical addition  

Elector / Voter states that they are a proxy voter 

• Poll Clerk to search for voter (not the proxy) on the register to check if they are flagged as proxy.     
• If they are not marked as a proxy, the Poll Clerk should inform the Presiding Officer    
• Presiding Officer to call Election Manager to check voter’s status.   

Gave ballot to voter but forgot to scan it 

• If this was the last voter;   
• Search for the Voter’s details in the Search Register section. Confirm their details.   
• Click on QR code missing in the scan ballot screen.    
• Select the correct ballot number from the drop down list of ballots.   
• Confirm the ballot paper.   
• If this happened earlier, and you know the Voter’s details;   
• Click on CNL.   
• Select the correct contest.   
• Find the Ballot on the left hand side ad click on “Number on Register” beside the missing Ballot.    
• Use the drop down to select the correct Number on Register.    
• Change Status to “Issued”.    

The app has frozen  

• Ask Presiding Officer to close the App, using the two options below    
• If possible, log out of the App . Press the Home Button twice, this will present the App that you are currently using on the home screen.    
• Simply touch the App and slide it off the screen, this will end your session on the app. To use the App again, select it from the home screen and log back in.    
• Check CNL to see if the voter had been processed and recorded   
• If not start processing the voter again    
• If the issue persists and the App continues to freeze, the EM can raise a support case with Modern Democracy. 

The presiding officer (PO) cannot generate / submit the Ballot Paper Account (BPA)  

• On each iPad, you will see a cloud icon in the top right-hand corner. If this is displaying in Red, it means your device has un-synced data. Do not submit your BPA   
• IF you are unable to access 4G signal, isolate this device and take it to the Count Centre. Here the Election Manager can sign into the device, select the correct Poll Station, then sync the remaining data. The Cloud Icon will switch to Green, and you can now submit your BPA.    
• Unlike previous years, the BPA now generates throughout the day on Modern Polling. At close of Polls, the BPA will also generate first, before all other reports.    
• If you continue to have connectivity issues and the BPA does not generate, contact Modern Democracy Support    

Poll Clerk scans / selects the wrong spoilt ballot  

• If a Poll Clerk scans the spoilt ballot and has accidently scanned the wrong ballot or selected the incorrect ballot number from the list of ballots already issued, then the assigned elector’s information will be displayed to confirm that this is the correct elector/ballot combo.    
• If it is not correct at this stage the Poll Clerk can click restart to begin the spoilt ballot process again in order to scan or select the correct spoilt ballot.   

Scanned ballot and manually selecting number are not recognised  

• Click on QR missing or damaged and manually select the ballot number   
• The ballot numbers displayed in the ballot select are the numbers that have been assigned to that polling station    
• If they aren’t accepted for whatever reason then there is a ballot configuration issue   
• Your Election Manager should raise a case through Modern Democracy Support   

Clerical error / emergency proxies – how do I add without 4G internet connectivity? 

• Election manager will ring the Presiding Officer with the details of the Clerical error/Emergency proxy   
• The Poll Clerk will issue ballot(s) to the voter and manually record the Elector Reference and ballots assigned to that voter    
• Raise a case on support, providing these details: 
• The polling station details.   
• Elector Ref    
• Ballot UIM and Number(s)   
• Modern Democracy will update the Register and CNL with the correct ballot to the clerical addition.   

Ballot range change on election day  

• Election manager to contact Modern Democracy support   
• We will then ask for:   
• The ballot book they wish to update   
• The current ballot UIM and Range   
• The new ballot UIM and Range   
• The station staff should log out of any iPads and then log back in once the task has completed to receive the new ballot information. 

Temporary loss of 4G internet connectivity  

• Modern Polling is a cloud-based solution, and as such works best online. It can however be used for short periods without internet connectivity. The Cloud symbol in the top right-hand corner of your App will alert you should you have data that isn’t syncing. Your Polling Station Staff can continue to process voters. Once internet connectivity returns and voter data syncs, the cloud icon will switch to green.    
• The Election Manager portal also gives an overview of the status of iPads across all Polling Stations. These will give visibility over the last internet connection, highlighting devices and stations in which there may potentially be issues.    
• Should Polling Station Staff have a sustained period of voters not syncing, they should contact the Election Manager.    

Trouble logging into the iPad? 

• Make sure the iPad is turned on:   
• Turn on the iPad   
• On the top left of the iPad you’ll find a button. It is what Apple refer to as the Sleep/Wake button. Once you press down on that hold it until the Apple logo appears on the display. 
• Enter the 6-digit Passcode (i.e., the election date) to access the iPad.  

How to check that you are connected to the internet on the iPad? 

• For the app to run, a 4G / Wi-Fi internet connection is preferred. When connected, the 4G icon is displayed top right of the screen.    
• Note: This should be setup for you in advance

4G internet connectivity problems 

• Check the top status bar to check for 4G internet connection.    Note: the signal strength in number of bars.   
• If you have Modern polling opened, Press the circular Home button on the front of the device to go to the home screen.   
• Swipe down from the top right of the screen to access the iPad’s control panel.   
• Disable Mobile Data by clicking on this button and wait for 20 seconds.    
• Re-enable Mobile Data, by clicking on this button and check if 4G internet connectivity has been re-established, or signal strength improved.   
• If there is a lull in voters, try standing outside the Polling Station for a minute to see if the internet connectivity is better outside and to allow the tablet to sync.   
• If you continue to have problems, contact your Election Manager.   

Loss of 4G internet connectivity when using modern polling 

• When processing voters take note of your internet connectivity… if you are online, a green tick in a cloud icon  is displayed on the top right of the screen.   
• If you lose internet connectivity, the green tick changes to a red x cloud icon  showing the number of records unsynced  (e.g. 1) and stored on the iPad.   
• A message ‘Voter Data not synced, you can continue to use the app’ is displayed.   
• When you lose internet connection while using the app, it means you will not have:   
• downloaded the latest register (e.g. the election manager may have added clerical errors, emergency proxies etc...)   
• Synced the data (marked proxy register) from the Modern Polling app to the Election Manager portal.   

IMPORTANT! You can continue to process voters as normal.   

AT CLOSE OF POLL YOU MUST GET ONLINE TO SYNC THE DATA, otherwise the Ballot Paper Account cannot be submitted by the Presiding Officer.   

• When you get back online place a label or post-it on the iPad write ‘Internet was lost and the Polling Station Name and Number’.   
• Also check the CNL to ensure voter data has been synced.    
• To do this, tap on View CNL on the Home page.    

How to check battery level on the iPad 

• Your iPad should be fully (100%) charged, you should see the ‘battery’ icon on the top right indicating its charge.    
• Note: it’s advisable to plug into a power source to ensure the iPad remains charged. 

Problems with the Modern Polling App 

• If you polling station staff are facing problems with the app, like the app freezes or crashes follow these steps.     
• If possible, they should log out of the app. Press the Home Button twice, this will present the App that you are currently using on the home screen. Simply touch the App and slide it off the screen, this will dismiss the app and end your session. To use the App again, select it from the home screen and log back in.    
• If the problem continues, raise a case. 

Using the iPad keyboard 

• When using Modern Polling and performing a Search (Search Register) the iPad keyboard will be displayed 
• Tap on the Search field (i.e., Voter’s First and/or Last Name and/or First Line of Address and/or Postcode)  
• The keyboard is displayed.   
• Using the keyboard, enter the details (e.g. name)   

• If you need to use symbols and/or numbers, click on the button  .?123 highlighted above.   
• The Numbers/Symbols keyboard is displayed.   
• Press ABC to return to the alphabetical keyboard.   
• To hide the keyboard, tap on Keyboard icon Alternatively, press SEARCH on the screen.  

Cannot scan QR Code on ballot paper 

• When the Ballot paper does not scan, it can mean that the QR code is damaged.    
• Tap BALLOT PAPER IS DAMAGED 
• The ‘Confirm Ballots for Voter’ screen is displayed. Check to ensure the ballots highlighted in Blue matches the physical ballots.   

iPad Camera not working 

• To ensure the camera is working. Log into Modern Polling, select Poll Card, the camera should switch on and you will be presented with “Scan Voter’s Poll Card” Screen:   
• Alternatively,   
• Go to Settings   
• Tap Camera    
• Scan QR Codes > On    
• The Camera is then enabled to Scan QR Codes.   
• If not, please raise a case.  

Camera Gets Disabled / Pink Screen When Scanning QR Code

• Ensure the iPad battery level is not low, if it is plug into charger and try scanning again.
• One of the reasons for the pink screen to appear while scanning may be due to low light conditions. So, we recommend moving the iPad to a place which has better light, then tap CANCEL. This will cancel the process and the camera should scan successfully.  
• If that did not work and you have good internet connectivity, log out of the app and quit the app (press Home and slide the app off the screen). Tap on the Modern Polling app to log back in, when the Home screen is displayed, tap on ‘Poll Card’ to check if the issue has been resolved.
• If problems persist, raise a case. You can continue to process voters by using “search register” until the pink screen is resolved. If not resolved, the iPad will need to be replaced.

Mistakenly scanned the poll card instead of the ballot paper 

• Once the voter’s poll card is scanned, you should return it to the voter.   
• If you didn’t return it and accidentally scanned the poll card you will see the screen stating ‘A Poll Card was scanned instead of a ballot paper, please scan the required ballot paper. Tap SCAN BALLOT it will bring you back to scan the ballot.   

Mistakenly scanned the ballot paper instead of the poll card 

• If you accidentally scanned a ballot instead of a poll card you will see the screen stating ‘A Ballot Paper was scanned instead of a poll card, please scan the required poll card’. Tap SCAN POLL CARD it will bring you back to scan the poll card.   

What happens if you don’t scan the QR code on the poll card within the timeframe? 

• When Poll Card is selected from the home screen, the camera is enabled to scan the QR code on the Poll Card. If after 20 seconds it is not scanned, you are prompted to manually enter the Voter's Number on the Register (Elector Ref) and search for that voter.   
• Note: this is also the screen that is displayed when you tap Poll Card is Damaged / QR Code Missing.   
• If you want to scan the poll card, tap RESTART and select the Poll Card option from the home screen.   

What happens if you don’t scan the QR code on the ballot paper within the timeframe? 

• There is no timeframe on scanning a ballot, it will not timeout like it does when scanning a poll card.   
• If a poll clerk / polling station staff spoils a ballot paper can they tap on ‘Spoilt Ballot’? 
• If Polling Station staff spoil a ballot paper do not tap ‘SPOILT BALLOT’ that is only used if the ballot has been assigned to a voter. You place it aside and scan the next ballot in sequence (e.g., 12 5000002) because you have now skipped a ballot a dialog is displayed asking ‘Did you intend to skip ballot(s)?’    
• Tap YES