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Troubleshooting: Can't Clock In/Out?
Troubleshooting: Can't Clock In/Out?

Find out how to troubleshoot clocking in/out issues

StaffAny avatar
Written by StaffAny
Updated over a week ago

Contents of this article is applicable to the following users


Platform: Mobile

Access Level: Owner/Manager/Supervisor/Employee

Sometimes clocking in and out (CICO) may have issues due to set up issues. These guide covers the following

Diagnostic Tools

  1. Under StaffAny app, go to "More" tab.

  2. Go to “Diagnostic Tools” and check that all 3 ticks are present.

Above image is for IOS devices, slight changes may vary for different phones.

In the event that any of your permissions are disabled, click on the guide and follow the given instructions.

Above image is for Android devices, slight changes may vary for different phones.

If diagnostic tools does not resolve your issue, consider advanced troubleshooting below

Geofenced Clock-in/out issues 

1. Incorrect store location

For geofenced clocking method, your store's location (latitude and longitude) is inputted into our system. However if done incorrectly, the resulting location might be inaccurate. For assistance on updating your geolocation coordinates, please refer to how to set up your timeclock

2. Incorrect user location (you are not within the store radius)

We recommend the following configurations

  • a minimum radius of 50 meters

  • further increasing the radius for stores surrounded by large buildings and stores located at basements

3. Additional Troubleshooting

If the above fails, below are some additional things you can do.

  1. Ensure Power Saving Mode is turned off

  2. Force close StaffAny app and re-open it

  3. Reinstall StaffAny mobile app 

  4. Restart your mobile phone

WIFI Clock-in/out issues

Incorrect WiFi network

Most routers have separate networks at 2.4GHz and 5GHz frequencies. If both bands of WiFi are being broadcasted under one single name, your router will automatically connect you to the preferred band network.  It is only possible to select a band network when you have two separate WiFi networks (eg. StaffAny & StaffAny_5G) broadcasted by your router.

Hence, the error shows that you may be connected to a WiFi that is not linked to your organisation's account. Try connecting to the correct WiFi and clock-in again.

Turn on Troubleshoot

When your app crashes upon attempting to Clock In, turn on Troubleshoot immediately so that our engineers can see the recording.

  1. Click on More (bottom tab)

  2. Scroll down and click Troubleshoot

  3. Enable Let StaffAny collect recording

After this, contact us for follow up assistance

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