Troubleshooting Mobile Time Clocks

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Overview

If your employees are having trouble clocking in from the When I Work app on their iPhones and Android phones, follow the steps in this article to troubleshoot and resolve the issue.

Things to know before you begin

You must have manager or account holder 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.

Scenario: The Clock In button is missing

Employees use the Clock In button on the When I Work app dashboard to clock in for shifts. If the map and button are missing, it may be due to a configuration issue or an outdated app.Map and Clock In button

Possible Cause: Mobile time clock disabled

If the map and Clock In button do 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 account holder, follow our instructions to allow employees to clock in from their mobile devices. Otherwise, ask a manager or account holder for help.

Possible Cause: Old When I Work app

If the map and Clock In button do not appear on the When I Work app dashboard for a specific employee, the employee may be using an older version of the When I Work app. Older versions do not support clocking in and out.

Solution: Have the employee install the latest version of the When I Work app.

Scenario: A “no shift” message appears

The Clock In button displays a “There is no shift to clock into” message if no shift is scheduled or it’s too early to clock in for a scheduled shift.

There is no shift to clock into

Possible Cause: No shift is scheduled

The employee might be trying to clock in when no shift is scheduled.

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 Users Must Clockin Within to Anytime (no shift required) in attendance settings. You must have manager or account holder access privileges to make this change.

Possible Cause: Employee trying to clock in too early

The attendance settings allow you prevent employees from clocking in more than 5, 15, or 30 minutes early. This can prevent employees from clocking in.

Solutions:

  • Tell the employee to wait until their shift starts to clock in.
  • If you want to change how early employees can clock in, set Users Must Clockin Within to 5, 15, or 30 minutes in attendance settings. You must have manager or account holder access privileges to make this change.
  • If you want to allow employees to clock in without a scheduled shift, set Users Must Clockin Within to Anytime (no shift required) in attendance settings. You must have manager or account holder access privileges to make this change.

Scenario: A “too far from location” message appears

If you’ve set up the attendance settings to require employees to clock in near the location or job site where their shifts occur, the When I Work app prevents them from clocking in if they are too far away or seem to be too far away.

When this happens, the app displays a “not at location” message or “it appears you are too far away from work to clockin” message.

Not at location

Possible Cause: Employee clocking in from wrong location

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

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

Possible Cause: Incorrect address for location or job site

When I Work uses the address for the location or job site do determine where employees should be when they clock in. If the address is set incorrectly or missing, employees can’t clock in.

Solution: Make sure each location and job site has the correct street address in When I Work.

Possible Cause: Clock in location doesn’t match street address

In some cases, the place where employees need to clock in doesn’t match the street address of the location 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 locations and job sites where employees clock in far away from the street address.

Possible Cause: Geofence radius too small

The Maximum Distance When Clocking In field in attendance settings determines how close employees must be to the location or job site in order to clock in. If this radius is too small, employees may be prevented from clocking in even if they’re physically in the right place.

Solution: Increase the Maximum Distance When Clocking In and have the employee try to clock in again. You must have manager or account holder access privileges to make this change.

Scenario: The device can’t determine its location

If the When I Work app can’t determine where the device is located, it may display a “Getting location…” message or “not at location message.” In both cases, the map does not show a pin location.

Can't get location

Possible Cause: Location services disabled on the device

iPhones and Android phones 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 for the device.

Possible Cause: When I Work app needs permission to use location services

iPhones and Android phones have application-specific location preferences that can prevent apps from using location information, even if location services is enabled on the device. If the When I Work app doesn’t have permission to use 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 GPS signal to determine its location. If an employee is trying to clock in 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.

Solutions:

  • If you want to allow employees to clock in with their phones without GPS reception, turn off the Force Users to Clock In Near the Specified Location and/or Job Site in attendance settings.
    This will allow employees to clock in from anywhere, regardless of their location.
  • Set up a fixed time clock terminal at the location or job site. Fixed terminals do not rely on GPS location. You must have manager or account holder access privileges to set up a fixed terminal.
  • Allow employees to clock in from their work computers at the location.
    • Work computers can be used to clock in from locations but not job sites.
    • You must have manager or account holder access privileges to allow employees to clock in from work computers.
Updated on September 18, 2017

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