Troubleshooting Common Clock-In Issues

1. What Should I Do if an Employee Can't Clock In Due to Internet Connection Issues?

Poor or lost internet connection can prevent clock-ins from registering. Here's how to troubleshoot:

Check the Internet Connection: Ensure the device being used to clock in is connected to a stable Wi-Fi or mobile data network.
Use Offline Mode: If WorkWeek is in offline mode, employees can still clock in, and the data will sync automatically once the connection is restored.
Restart the Device: Sometimes, restarting the device can help re-establish a connection.

Encourage employees to report persistent internet issues, so they can be addressed promptly.

2. What Happens If an Employee’s Phone Can’t Find Their Location?

Location tracking is crucial for verifying clock-ins. If an employee’s phone cannot determine their location, try the following steps:

Ensure Location Services Are Enabled: Verify that location services are turned on for both the device and the WorkWeek app.
Restart Location Services: Have the employee turn off and then turn back on their phone’s location services to refresh the GPS.
Move to an Open Area: If the employee is indoors or in a location with poor GPS signal, moving to an open area can help improve accuracy.
Clear App Cache: Sometimes, clearing the WorkWeek app’s cache can resolve location detection issues.

If the issue persists, manual clock-ins can be recorded by the administrator.

3. Why Isn’t an Employee’s Name Appearing Under the Correct Site?

If an employee’s name doesn’t appear under the site they are trying to clock in at, it could be due to one of the following reasons:

Site Assignment Error: Ensure the employee is correctly assigned to the site. You can check this under the Manage tab in the Sites section of the dashboard.
Outdated Site Settings: Refresh the site settings by clicking the Refresh button on the dashboard to ensure all employee data is up to date.
Incorrect Site Link: Verify that the employee is using the correct site link for clocking in. You can re-share the link by clicking Copy Site Link in the site settings.

Encourage employees to double-check their assigned sites before their shift to prevent delays.

4. What Should I Do If Clock-In Issues Persist?

If employees continue to experience clock-in problems despite troubleshooting:

Contact Support: Reach out to WorkWeek support for further assistance. Provide details such as device type, issue description, and steps already taken to resolve the problem.
Review Device Compatibility: Ensure that the devices used for clock-ins meet the system requirements for the WorkWeek app.
Regular Training and Updates: Keep employees informed about any app updates and provide regular training on how to handle clock-in issues efficiently.

5. How Can We Prevent Clock-In Problems in the Future?

Proactively addressing common clock-in issues can help reduce disruptions:

Maintain Good Internet Connectivity: Ensure sites have reliable Wi-Fi or mobile data.
Encourage Regular App Updates: Make sure employees are using the latest version of the WorkWeek app for optimal performance.
Frequent System Checks: Regularly review and update site assignments and settings on the dashboard to ensure accuracy.

By understanding and preparing for these common clock-in challenges, you can ensure smoother operations and fewer disruptions in daily workflow.

Extra clock‑out recorded but not visible

Sometimes an employee’s app will show that a clock‑out was recorded, but the event doesn’t appear on the Timesheets page. This can happen if:

The employee forgot to clock out and the Auto Clock‑Out feature or an administrator closed the shift automatically.
The next morning, the employee opens the app, doesn’t see their name on the clock‑in list, and clocks out to “clear” the previous shift.

Because the shift was already closed, there is no open shift to attach this second clock‑out to. The system saves the event for auditing purposes but hides it from the timesheets to avoid duplicating shifts.

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