Troubleshooting

Start with the problem you’re seeing, then follow the check beside it. Each section links to the full guide for that area.

Attendance and devices

Problem	Likely cause	What to check
An employee sees Mobile Check-In Unavailable	Mobile app check-in is blocked for the organization or for that employee	In Time & Attendance → Remote Attendance → Configuration, check Mobile app check-in (Allowed by default or Blocked by default). Then check the employee’s own setting under Permissions.
An employee sees Site Not Assigned	The employee isn’t allowed to check in at any of your sites	In Settings → Self-Service → Permissions, check Which sites for that employee.
An employee sees No Nearby Sites Found	The employee is outside every site’s geofence	In Settings → Attendance Sites, open the site and check Geofence radius (in meters) and Allow on-site check-in (mobile app).
An employee is offered Request remote check-in instead of checking in	Check-in away from a site is set to Needs approval	Approve the request in Time & Attendance → Remote Attendance → Attendance Requests, or change Check-in away from a site under Configuration.
A device shows as offline	The device or its relay agent lost power or network	In Settings → Devices & Agents, check Status Logs and Status Analytics, and the Relay Agents tab. Use Recheck physical device status once it’s back on the network.
Punches are missing for a day	The device was offline, or the day needs a decision	Open Time & Attendance → Attendance → Needs Attention. If the device was offline, use Repush attendance for it in Settings → Devices & Agents once it’s connected again.

See Attendance sites, Remote attendance, Self-service settings, Devices and agents and Resolve attendance.

Leave

Problem	Likely cause	What to check
An employee can’t apply for leave	The leave session for that year isn’t open	In Leave → Configuration → Sessions, open the session for the year.
A leave request stays Pending	Nobody is set to approve it	In Leave → Configuration → Approval Matrix, make sure the employee has an approver.
A balance doesn’t go down when someone applies	Upfront Deduction is off, so days come off when the request is approved	Check Upfront Deduction in Leave → Configuration → Configuration.
Carried-over days don’t show	Rollover is off for that leave type, the rollover period has ended, or nothing was left to carry	In Leave → Configuration → Leave Types, edit the type and check Allow leave rollover?, Maximum leave accrual (in days) and Month to exhaust rollover. Leaving the maximum empty or at 0 carries over every remaining day.

See Leave and Leave balances.

Payroll

Problem	Likely cause	What to check
A Payroll settings are not configured banner appears	The organization’s payroll settings were never saved	Open Payroll → Configure → Org Settings and save them.
A run stays in Draft	Some employees still need values entered	Look for the “employees need manual input” banner, and set the Input Status filter to Needs Input. Fill in the values, then Submit for Review. You’re asked to confirm before anyone is paid zero.
Approved overtime or attendance changes aren’t in the run	They were approved after the run was created	Open the run and select Update Pay-run.
Overtime doesn’t reach payroll at all	Overtime isn’t set up, or the request was never approved	Check Overtime → Configuration (both the Configuration and Approval Matrix tabs), and confirm the request is Approved.
Mark As Paid isn’t available	The run isn’t Approved yet, or you don’t have the Mark Payroll as Paid permission	Approve the run first, or ask an admin for the permission.
A payroll report is empty	The report only includes Approved or Paid runs	Approve the run, then open the report again.

See Run payroll, Tax and statutory, Configure overtime and Payroll reports.

Users and access

Problem	Likely cause	What to check
A new admin didn’t get their invitation	The email was mistyped, or went to spam	In Settings → Users, use Resend invitation from the user’s row. It’s there until they accept. Ask them to check spam or junk.
An admin can’t see a branch or department	Their scope leaves it out	In Settings → Users, open Manage access → Scope. A scope with nothing selected covers the whole organization. When several kinds are selected, people must match all of them.
Access changes don’t take effect	The changes haven’t been saved	The access editor shows Unsaved changes until you select Save Changes.
A page shows Access Denied	You don’t have the permission for that page	Ask an admin to grant it in Manage access → Permissions.

See Users and access and Roles and permissions.

Notifications

Problem	Likely cause	What to check
An employee didn’t get an email	Email is off for that notification type, or the template is empty	In Settings → Notification Settings, pick the type and check the Email template: Enabled, with an Email Subject and Email Message. Then check Audit & Logs → Notifications Log to see whether it was sent.
Push notifications don’t arrive	Push is off for that notification type	In Settings → Notification Settings, turn on the Push notification template for the type.
A name or detail is missing from a message	A placeholder was typed wrongly	Each notification type has its own placeholders. Insert them with the chips under the template instead of typing them.

See Notification settings and Notifications log.

Reports and exports

Problem	Likely cause	What to check
A report shows no data	The filters or date range exclude everything, or your scope does	Clear the filters and widen the date range. Attendance reports start with the last month, up to today.
An Excel or PDF export is empty	Exports use the filters currently applied	Adjust the filters until rows appear, then export.
A custom report won’t save	A name, a description or a column is missing	Give the report a name and a description, and select at least one column. Some sources also need a date range.

See Attendance reports, Leave reports and Payroll reports.

Contact support

Contact support when:

• figures still disagree after the checks above, for example a balance that doesn’t match its history
• something on screen doesn’t respond, or a calculation looks wrong
• an import or a bulk change fails

Include:

1. the page’s full address
2. the steps that lead to the problem
3. a screenshot of any error
4. your organization number, the number after /org/ in the page’s address