Troubleshooting - Why Can't I Clock In or Out?

When clocking in or out in TimeKeeper, you may occasionally see an error message that prevents you from completing your time entry. This guide covers the most common issues reported by users, with explanations based on the exact error messages shown.

Please review the relevant section and match the message on your screen to the description provided. If you’re still experiencing problems after following the steps, contact us at [email protected] with:

• A screenshot of the error in your app

• Your device make and model

• Your iOS/Android or operating system version

• Confirmation that there are no pending updates on your device

This guide first covers mobile app scenarios and then addresses kiosk scenarios.

Scenarios Include :

1. Incorrect email/mobile or password 

2. Can't see where to clock in 

3. Facial Recognition Error 

4. Outside of the Geofence area 

5. Offline

6. No location

7. 4 Red Boxes 

8. You don't see a keypad on the tablet screen

SETTING UP YOUR PROFILE

When your employer creates a profile for you in their TimeKeeper account, we will receive either an email invite or a text message from Timekeeper.

Firstly we'll look at the steps to complete if your invite comes through as an email.

Signing up for your own trial on our website won’t link you to your company’s TimeKeeper account.

When you go to our website and sign in as an employee, you’ll see this page:

Your employers email invite will look at follows

As instructed, click 'Set up Password'

Once done, your screen should look like this

Your password needs to be 12 characters and a random combination. It cannot contain common phrases like Liverpool or cheese.

If you are struggling with creating a password, we recommend using a password generator like THIS one.

When you’ve entered a password and ticked the box to confirm you’ve read and agreed to the T&Cs, a green banner will appear at the top of your screen to show it’s been accepted. If you see a red banner instead, it means your password does not meet the required criteria.

You will receive a second email from TimeKeeper to continue your email address

Once confirmed, you can now download the Timekeeper App and sign in with your email address and password you have just created.

If you received a text message invite, it will look like the below. You will create a password the same way and once it's been accepted you will sign in using your mobile number and the password you have created.

If you see an error message like the one below, it means your login details have been entered incorrectly.

Please:

• Check you’re using the correct email address or mobile number

• If your password is wrong or you’ve forgotten it, visit:

https://app.timekeeper.co.uk/password/forgot

Enter your email or mobile number there and we’ll send you a password reset link so you can create a new password.

If you don’t see a clock icon at the bottom of your screen:

You’ll need to contact your account administrator and ask them to:

• Review your access and permissions

• Ensure mobile clock-in is enabled for your profile

If you encounter a facial recognition error:

Please refer to our Facial Recognition information and Facial Recognition FAQ for detailed troubleshooting steps.

If you are due to clock in or out of a geofenced job, you may see an error message like the below

THIS guide for 'Show My Location' will help guide you to show your location vs the geofenced location.

If you are sure you are in the geofenced area, please contact your administrator as there may be geofence restrictions on the job and it may need to be widened.

If you are continuing to have issues, you may need to recalibrate your mobile phone so it picks up your true GPS coordinates. Here is a link to our Investigating Android and iPhone GPS Issues Guide.

TimeKeeper registers Time Entries once the device has wifi or data. If your device doesn't have a connection is in airplane mode you will see the following error.

HERE is a guide on why we don't offer an offline mode.

What is a Kiosk in Timekeeper?

Kiosk Mode lets you use a shared device (usually a tablet) for multiple employees to clock in and out from the same place. A kiosk can be set up by an administrator or a manager (more on manager setup in this guide).

How it works:

• Employees use a 4‑digit PIN to identify themselves

• Each employee enters their PIN, then clocks in or out

• Ideal for fixed devices in shared locations (break rooms, entrances, job sites)

HERE is a guide showcasing how to clock in on kiosk.

Like a mobile phone, the kiosk needs to have Wifi or Data in order to process the time entries. The device also needs to meet certain criteria. Here is a guide with our Recommended Hardware & Accessories

Common issues when clocking into Kiosk are:

If you see:

“Location you are looking for could not be found.”

it means the kiosk location has been deleted or is no longer assigned.

To fix this:

1. Tap the spanner (settings) icon on the keypad

2. Select “Change Kiosk Location”

3. Reassign the correct location

If, after entering your PIN, you see four red boxes:

this indicates the kiosk has been set up by a manager who is not assigned to the team member trying to clock in.

In this case:

• Contact your main admin and let them know which kiosk you’re trying to use

• They can either:

• Enable a setting in the manager’s profile to allow any staff member to clock in on that kiosk, or

• Log the manager out and sign in with admin credentials, which allows any staff member to clock in from that device

This change must be made by the account admin.

When you open the kiosk/tablet, your screen should display a keypad. If it doesn’t, please contact your account admin, as the device may have been set up on the tablet and logged into Employee Mode instead of Kiosk Mode.

They’ll need to sign out on that device, then sign back in and choose Kiosk Mode.

More information on setting up a kiosk device can be found in our Kiosk/Shared Device Clock in Setup Guide.