Use this guide when an employee cannot clock in or clock out. Follow the steps below in order. Each step validates a required configuration layer.
Step 1– Check device connection on physical time clock
Look at the top-right corner of the device screen and confirm both Internet and Cloud indicators are visible.
If either indicator is missing, reconnect Wi-Fi or Ethernet.
Restart the device if needed.
In the web application, go to Time and Attendance > Time Clocks and confirm the device status shows Connected.
If the device is offline, punches are stored locally and upload automatically once reconnected.
Step 2– Confirm clocking method is enabled
Go to Global Settings > Time Tracking > Reporting Hours.
Confirm a Reporting Hours rule exists at the correct Company, Group, or Employee level.
Confirm the Effective Start Date is active.
Confirm the correct clocking method is enabled: Time Clock Web Mobile or Kiosk.
If the method is not selected, the punch option will not appear or will be blocked.
For web or mobile clocking, also review IP address restrictions geolocation enforcement or geofence rules and device restrictions IMEI or device ID.
If enforcement is set to Deny, non-compliant punches are blocked.
Kiosk clocking requires both Reporting Hours and Kiosk Permissions under Devices > Kiosk. If an employee reaches the kiosk screen but cannot punch, review Kiosk Permissions.
Step 3– Review scheduling
Punch Restrictions require scheduled shifts.
Go to Scheduling and confirm the employee has an assigned shift for the date in question.
Confirm the shift date and time are correct.
Confirm the shift is published.
If no shift exists and Punch Restrictions are enabled, the punch may be blocked.
Step 4– Review punch restrictions
Go to Global Settings > Time Tracking > Punch Restriction.
Confirm whether a Punch Restriction rule exists at the Company, Group, or Employee level.
Review the configured limits and rules.
How early an employee can clock in.
How late an employee can clock in.
How early an employee can clock out.
How late an employee can clock out.
Restrict clocking in after the employee reaches weekly overtime.
Restrict clocking in when the employee reaches a specified number of worked hours in a workweek.
If the employee is outside the allowed time window, the system blocks the punch.
If no selections are made in the rule, employees may be required to clock in exactly at the start time of their scheduled shift.
Important: Employees must have a weekly overtime rule set for the Restrict Based On Hours Worked options to apply.
Step 5– Confirm employee status and location assignment
Go to Employees > Employee List.
Confirm the employee is Active.
Confirm the employee Location and Department are correct.
Confirm the employee falls within the scope of the Reporting Hours rule.
Confirm the employee Location matches the location configured on the time clock device.
If the employee does not appear on the device, verify Location assignment before reviewing credentials.
Step 6– Confirm credential setup on physical device
Fingerprint. Confirm enrollment at the physical device. Re-enroll if recognition fails and review matching sensitivity in Time Clock Settings.
Face recognition. Confirm enrollment or Selfie Enrollment completion. Review Face Matching Score and liveness settings.
Proximity card. Confirm the card was enrolled at the device.
PIN. Confirm a PIN is entered in the employee Credentials tab and PIN authentication is enabled in Time Clock Settings.
Credential enrollment requires the employee to already exist in the system with a matching Location.
Step 7– Review validation and enforcement settings
Review these settings for rules that can block the punch.
Maximum shift length.
Maximum rest in shift.
Consecutive punch window.
Smart Clocking configuration.
Biometric matching sensitivity fingerprint face or iris.
If limits are exceeded or enforcement is strict, the system blocks the punch.
If an administrator cannot manage credentials
Go to User Access > Security Groups.
Confirm the Manage Biometric and Clock Credentials privilege is assigned under HR Data Management > Employees.
Confirm the Security Group scope includes the relevant location.
Clocking access for employees is controlled by Reporting Hours and credential setup, not by Security Group privileges.
Quick symptom guide
Device shows offline. Start at Step 1.
Clock in option missing. Start at Step 2.
Punch blocked near shift start or end. Review Steps 3 and 4.
Employee not listed on device. Start at Step 5.
Biometric fails repeatedly. Start at Step 6.
Punch blocked with message. Review Steps 4 and 7.
Administrator cannot manage credentials. Review the administrator section above.