Troubleshooting Incorrect Clock-In Location in Mobile App

Issue:

You may encounter an issue where an employee consistently receives an incorrect clock-in location when using the mobile app.

Solution:

1. Check the clock-in location

Ensure that the employee is physically present at the designated clock-in location before attempting to clock in.

2. Understand the warning message

If a warning message appears indicating that the employee is clocking in/out from 1000 meters away, note that this is a warning only and does not prevent clocking in/out from that location.

3. Feature enhancement request

Currently, there is no available option to set a rule in the system that prevents clocking in from an incorrect location. However, you can submit a feature enhancement request to have this option considered for future updates. To submit a request, visit our community page to share your input with the product team.

4. Stay updated on feature releases

To track the status of your feature requests, follow our release notes for updates. If you continue to experience issues, please gather the following information and reach out to support:

• Affected user’s AC ID#
• A screenshot of the error message
• iOS/Android version
• Device make and model
• Connection type (Wi-Fi or Data)
• If Offline Mode was used

This information will assist the support team in investigating your issue further.