If you’ve received a text or call from the Control Room or Helpdesk Team about not clocking in, it means the system (Timegate) has flagged that you didn’t log your start time correctly. Follow these steps to resolve the issue quickly:
1. Understand the Situation
- Why you were contacted: The Timegate system did not register your clock-in at the start of your shift, OR you have not attended the site at the time we have expected you.
- What is required: You need to explain the reason and correct the issue as soon as possible.
2. Immediate Action
- Check your phone: Ensure the Timegate app is working properly
- Call the Control Room immediately:
- Call 02393 600 003
- Clearly explain why you didn’t clock in on time (e.g., forgot, technical issue, arrived late).
- If you made an error on the app, let them know so they can guide you on what to do next.
- If you have attempted to clock in but it has not worked OR there is an error it will record this for us to see. We can see all attempts.
3. Resolve the Issue
If you forgot to clock in:
- Apologise and confirm the time you started your shift.
- Ask if any further actions are needed to update your record.
If it’s a technical issue:
- Restart the Timegate app and try clocking in again.
- Report the issue to the Control Room, describing the problem (e.g., app freezing, login failure).
- Follow their guidance on how to fix the issue or manually log your start time.
If you were late:
- Be honest about your arrival time we can change the system expected time OR snooze it for a period of time until you get to site.
- Notify them of the reason for your lateness and confirm you are now at work.
4. Prevent Future Problems
Before your next shift:
- Double-check the Timegate app is functioning properly.
- Ensure your phone has a reliable internet connection and sufficient battery life.
- Log into the app at least 5 minutes before your shift starts to avoid last-minute issues.
During your shift:
- Make sure to clock in and out correctly using the app.
- Always verify the confirmation screen to ensure the action was successful.
FAQs
Q: What happens if I don’t respond to the Control Room?
A: Failing to address the issue promptly may result in disciplinary action or incorrect payroll processing. Always respond immediately.
Q: Can I manually adjust my clock-in time later?
A: No, only the Control Room can adjust your clock-in time. Contact them immediately to avoid delays.
Q: What if I forgot to clock out?
A: Follow the same process by calling the Control Room and providing the time you finished your shift.
By promptly addressing clocking-in issues, you ensure accurate payroll and maintain a good relationship with the Control Room and management team. Thank you for your attention to this process!