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sfinch820
April 27, 2021
Question

The majority of my employees are not able to clock in or out since last week. At first it was just a few, now its all but one person. I also now have former employees and contractor showing up as actively working and no archive option.What is going

  • April 27, 2021
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1 reply

MonicaM3
MonicaM3
April 28, 2021

Hello @sfinch820.

 

Welcome to the Community. Thanks for checking in for help with your QuickBooks Time account. I’m here to help and to make sure that we’re going down the right path, may I ask a few questions?

 

  • When you say “can’t clock in” do you mean that employees can log in but can’t access the time clock, or are they having difficulty accessing the app altogether?
  • Are you using QuickBooks and if so, what version?
  • Are you using QBT with Payroll?
  • Are you or your employees seeing any errors when trying to use the app?

 

These details will help us get the right resolution for you. I’ll keep an eye so we can get you and your team back on track ASAP.

 

Chat soon!

S
sfinch820Author
April 28, 2021

We use QB Online, and we were a TSHEETS customer for several years and with the acquisition integrated over to QB time (and yes with Payroll)  Employees that can login successfully through the app can "Clock In" but are immediately kicked off "the clock" back to the Clock In menu  Yesterday someone in support reset all of their passwords, this did not fix the problem.  One employee was even directed to get his "Password" from an email address that was from "yahoomail.com" for which he has no account. We have tried deleting the app and reinstalling, also did not fix the issues.  Currently we are disabled as a company outside of ONE employee who seems to not be experiencing issues.    

K_Siman
K_Siman
April 28, 2021

Thanks for coming back to the Community @sfinch820 and providing that detail about what you're employees are experiencing.

 

One thing that stuck out to me is that you say they can log in but after they clock in, they're immediately clocked back out. Do you have Location set to required in your account? You can check this by going to Company Settings and clicking on the Location tab.

 

 

If it's set to Required, employees who don't have certain settings for the app will get clocked out. Here's what those settings are:

 

iPhone

  • Ensure location for QuickBooks Time is enabled:
    • Go to Settings > Privacy > Location Settings. Ensure Location Services at the top is toggled On. Toggle off and back on again to refresh.
    • Then, find the QuickBooks Time app in the list and set it to Always.
  • Make sure location is set to Precise:
    • Go to Settings > Privacy > Location Settings. Find and tap QuickBooks Time in the list.
    • Then, enable Precise Location.

Android

  • Ensure Location Services is enabled for the QuickBooks Time app:
    • Go to Settings > Apps > QuickBooks Time > Permissions > Toggle Location ON.
    • If it’s on, toggle it off and then back on to refresh Location Services.
  • Ensure location settings are set to high accuracy:
    • Go to Settings > Additional Settings > Privacy > Location > Set to High Accuracy.

If all that looks good and they're still experiencing issues, you can definitely have the employees send in a mobile log from right within the app.

  1. Log in to the QuickBooks Time mobile app.
  2. Tap More along the bottom menu.
  3. Then touch Settings >> Help and Support.
  4. Select "Send in device logs" and have the employee describe the issue and any troubleshooting they've done.

Those logs go straight to our Dev Team so they can see what's preventing those employees from staying clocked in.

 

As always, if you have any other questions, please reply to this post. We're all very eager to help in any way we can!

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