If you are unable to clock in or out using the Timegate app, follow this step-by-step guide to resolve the issue quickly and effectively. Most problems are caused by one of the common reasons below.
1. No Shift Scheduled
If there is no shift scheduled for you in Timegate, the app will not allow you to clock in.
Steps to Resolve:
Check Your Diary: Open the Timegate app and review your schedule for the day in the diary.
Contact helpdesk team: If you believe you should have a shift scheduled but it is missing, notify the helpdesk team immediately so they can update the schedule.
2. Too Early or Late to Clock In or Out
The app allows you to clock in or out only within a 30-minute window before or after your shift.
Steps to Resolve:
Verify the Time: Check the current time against your scheduled shift start or end time
Wait or Notify: If you are outside the 30-minute window, you will need to wait until you are within the allowed timeframe. Alternatively, contact your manager to inform them of the situation.
3. Did Not Clock Off the Previous Shift
If you did not clock off from your last shift, the app will not allow you to clock in for the new one.
Steps to Resolve:
Clock Off the Previous Shift: Open the Timegate app, select your previous shift, and clock off.
Clock In for the Current Shift: Once the previous shift is closed, attempt to clock in for your current shift.
Report the Issue: If the system does not allow you to clock off the previous shift, notify your manager for assistance.
4. Not on Site or GPS Location Not Enabled
The Timegate app uses GPS to verify that you are on-site. If your device’s location services are disabled, or if you are not physically on-site, you will not be able to clock in or out.
Steps to Resolve:
Enable Location Services: Ensure that GPS location services are enabled on your device. Check your phone’s settings and grant the Timegate app permission to access your location.
Verify Site Location: Ensure you are physically on the premises of the scheduled work site.
Move to the Correct Location: If you are not on-site, travel to the scheduled location before attempting to clock in.
Inform Helpdesk: If you are unable to resolve the GPS issue, notify your manager and provide your current location.
What to Do if None of the Above Resolve the Issue
If you have followed the steps above and are still unable to clock in or out:
Take a Screenshot: Capture any error messages or issues in the app for reference.
Contact Support: Notify your manager or the HR/helpdesk team immediately, providing details of the issue and the screenshot.
Record Your Time Manually: Keep a manual record of your start and end times for the shift to ensure your hours are documented accurately.
CHECK ERROR CODES: look at this article which displays all fault codes I have a error message when clocking in or out Timegate
Tips for Avoiding Clocking Issues
Check Your Schedule in Advance: Regularly review your shifts in the app to ensure accuracy.
Arrive On Time: Aim to clock in within the 30-minute window.
Keep Your Device Updated: Ensure the Timegate app and your device’s operating system are up to date.
Enable GPS: Always ensure location services are enabled before arriving on-site.
By following these steps, you can quickly resolve most clocking issues and ensure your time is accurately recorded.