Overview
If your users are having trouble clocking in or clocking out from the When I Work app on their iOS and Android devices, follow the steps in this article to troubleshoot and resolve the issue.
Considerations
- You must have manager or admin access privileges to perform some troubleshooting steps in this article. If you have employee or supervisor level access, you’ll have to ask for help when you get to those steps.
- This article shows screenshots from the When I Work Staff Scheduling app for iOS. If you’re using When I Work Scheduling app for Android, the screens look similar.
The Clock In button is missing
Users use the Clock In and Clock Out button on the When I Work app dashboard to clock in and clock out for shifts. If the map and button are missing, it may be due to a configuration issue or an outdated app.
If your screen looks different from what’s shown below, you may be using an older version of the When I Work app. Make sure you’re using the most current version.
Possible Cause: Mobile time clock disabled
If the Clock In button does not appear on the When I Work app dashboard for any users, the mobile time clock method may be turned off.
Solution: If you’re a manager or admin, follow our instructions to allow users to clock in from their mobile devices. Otherwise, ask a manager or admin for help.
Possible Cause: Existing timesheet entry
The Clock In button does not appear on the dashboard if there are already completed entries on the user’s timesheet that match the shift they are attempting to clock into.
Solution: To allow a user to clock into their shift through the mobile app, delete the corresponding timesheet entry.
Common Issues
A user is clocking in when no shift is scheduled.
The Clock In button appears greyed out if employees and supervisors are not allowed to clock in anytime. The message below appears.
If your screen looks different from what’s shown below, you may be using an older version of the When I Work app. Make sure you’re using the most current version.
Solutions:
- If the user is supposed to be working, add a shift for them.
- If you want to allow employees and supervisors to clock in without a scheduled shift, set How Early Can Employees and Supervisors Clock In for a Shift to Anytime in Attendance Settings. You must have manager or admin access privileges to make this change.
User trying to clock in too early
- Tell the employee to wait until their shift starts to clock in.
- If you want to change how early employees and supervisors can clock in, set How Early Can Employees and supervisors Clock In for a Shift to 0, 5, 15, or 30 minutes before in Attendance Settings. You must have manager or admin access privileges to make this change.
Location issues
If you’ve set up the Attendance Settings to require employees and supervisors to clock in and clock out near the schedule location or job site where their shifts occur, the When I Work app prevents them from clocking in or out if they are too far away or seem to be too far away.
When this happens, the app displays a message letting the user know that they are not at their assigned location.
If your screen looks different from what’s shown below, you may be using an older version of the When I Work app. Make sure you’re using the most current version.
Possible Cause: User clocking in or clocking out from the wrong location
The user might be clocking in or clocking out from the wrong place. The red pin on the map represents the schedule or job site location. The green pin represents the user’s current location. If the schedule or job site address pin looks like it’s in the right spot on the map, the user might be in the wrong place.
Solution: Make sure the user knows where to be when clocking in and out.
Possible Cause: Location doesn’t match the street address
In some cases, the place where users need to clock in and clock out doesn’t match the street address of the schedule or job site. For example, golf course employees might clock in at a service entrance that is located far away from the clubhouse.
Solution: Set custom latitude and longitude coordinates for schedules and job sites where users clock in and out far away from the street address.
Possible Cause: Geofence radius too small
The How Close Must Employees and Supervisors Be to the Scheduled Location field in the Attendance Settings determines how close employees and supervisors must be to the schedule or job site address in order to clock in and/or clock out. If this radius is too small, users may be prevented from clocking in and out even if they’re physically in the right place.
Solution: Increase the Radius in the How Close Must Employees and Supervisors Be to the Scheduled Location field and have the user try to clock in or out again. You must have manager or admin access privileges to make this change.
Possible Cause: Location services disabled on the device
iOS and Android devices have preferences that allow location services to be turned off. If When I Work can’t determine its location, the user cannot clock in.
Solution: Have the user turn on location services for the device.
Possible Cause: When I Work app needs permission to use location services
iOS and Android devices have application-specific location preferences that can prevent apps from using location information, even if location services are enabled on the device. If the When I Work app doesn’t have permission to use the location, the user cannot clock in.
Solution: Have the user give the When I Work app permission to use location information.
Possible Cause: Weak or no GPS signal
The When I Work app relies on a GPS signal to determine its location. If a user is trying to clock in or clock out from a location that has weak or no GPS signal, such as a large building or basement, the app cannot determine its location and the user cannot clock in or out.
Solutions:
- If you want to allow employees and supervisors to clock in and out with their phones without GPS reception, turn off the Employees and Supervisors Must Be Near Location to Clock In / Clock Out setting in the Attendance Settings.
This will allow users to clock in and clock out from anywhere, regardless of their location. - Set up a fixed time clock terminal at the schedule location or job site. Fixed terminals do not rely on GPS location. You must have manager or admin access privileges to set up a fixed terminal.
- Allow users to clock in from their work computers at the schedule’s location. You must have manager or admin access privileges to allow employees and supervisors to clock in from work computers.