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Troubleshooting Mobile Time Clocks

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Overview

If your employees 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

Employees 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 If the map and button are missing, it may be due to a configuration issue or an outdated app.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 employees, the mobile time clock method may be turned off.

Solution: If you’re a manager or admin, follow our instructions to allow employees 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 employee’s timesheet that match the shift they are attempting to clock into.

Solution: To allow an employee to clock into their shift through the mobile app, delete the corresponding timesheet entry.

Common Issues

An employee is clocking in when no shift is scheduled.

The Clock In button appears greyed out if employees 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.

You can only clock in for scheduled shifts.

Solutions:

  • If the employee is supposed to be working, add a shift for the employee.
  • If you want to allow employees to clock in without a scheduled shift, set How Early Can Employees Clock In for a Shift to Anytime in Attendance Settings. You must have manager or admin access privileges to make this change.

Employee trying to clock in too early

You can clock in any time after 9:45 am

  • Tell the employee to wait until their shift starts to clock in.
  • If you want to change how early employees can clock in, set How Early Can Employees Clock In for a Shift to 0, 515, 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 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 employee 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: Employee clocking in or clocking out from the wrong location

The employee 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 employee’s current location. If the schedule or job site address pin looks like it’s in the right spot on the map, the employee might be in the wrong place.

Solution: Make sure the employee knows where to be when clocking in and out.

Possible Cause: Location doesn’t match the street address

In some cases, the place where employees 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.

SolutionSet custom latitude and longitude coordinates for schedules and job sites where employees clock in and out far away from the street address.

Possible Cause: Geofence radius too small

The How Close Must Employees Be to the Scheduled Location field in the Attendance Settings determines how close employees must be to the schedule or job site address in order to clock in and/or clock out. If this radius is too small, employees 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 Be to the Scheduled Location field and have the employee 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 employee cannot clock in.

Solution: Have the employee 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 employee cannot clock in.

Solution: Have the employee 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 an employee 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 employee cannot clock in or out.

Solutions:

  • If you want to allow employees to clock in and out with their phones without GPS reception, turn off the Employees Must Be Near Location to Clock In / Clock Out setting in the Attendance Settings.
    This will allow employees 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 employees to clock in from their work computers at the schedule’s location. You must have manager or admin access privileges to allow employees to clock in from work computers.
Updated on April 8, 2022

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