Common problems

Attendance

The late or undertime minutes look wrong

Start by checking whether the employee has a schedule for that date. Late, OT, and Undertime are worked out against the employee's schedule, so with no schedule the three columns stay empty. Add the day in Schedules. Saving it recalculates that day's records for you.

If there is a schedule, check the Time tracking card in Payroll Settings. Changes there do not update saved records. Follow Recalculate attendance after changing a setting.

A punch is missing

Look at the kiosk screen first, because the punch may still be sitting on the tablet. A pill saying Offline means the punch is saved there, and a yellow badge such as "3 pending" counts how many are waiting. Bring the device online and tap that badge to send them.

A red badge such as "2 failed sync" is a different thing. Those punches were refused and will not be sent again. Follow Add a missing attendance entry for each one.

Payroll

An employee is missing from a payroll run

Check these four things in order.

1. The employee is deactivated. Deactivated staff never join a run.
2. Their hire date falls after the run's last attendance date, or their resignation date falls before the first one.
3. Pay frequency does not match. A weekly run takes only employees on weekly pay with a daily or hourly rate, and a semi-monthly run leaves out weekly-paid staff.
4. They were not ticked when the run was created, and that list cannot be changed afterwards. Delete the draft run, then create it again with New Payroll and tick everyone. Do not keep two runs for the same cutoff, because deductions would be taken twice.

Run Payroll asks me to resolve incomplete attendance

Somebody clocked in and never clocked out, and that day would be left out of pay, which is what the dialog is warning you about. Click Review attendance, then open the menu at the end of each row, click Edit, fill in Clock Out, and save. Run the payroll after that.

A payslip is still wrong after I fixed the record

Payslips are worked out when you click Run Payroll, not when you save the fix, so your correction is in the record but not yet on the payslip. Open the run and run it again. If the status is Locked, click Unlock first, run it, then Lock it again. A run marked paid cannot be reopened.

Holiday pay was not applied

Check these five things in order.

1. The employee's Holiday Pay switch on their profile is off.
2. It is a national holiday and its Enabled switch is off on the Holidays page. Holidays you added yourself are always on.
3. It is a Special Non-Working (130%) day and nobody worked. Only a Regular (200%) day pays when unworked.
4. One of these is true for the employee: no schedule on that date, absent on the scheduled workday before it, or a fixed monthly salary that already covers the holiday.
5. It is a city holiday and your business location is not set in Settings.

After any change, click Run Payroll again.

Kiosk

The kiosk says Kiosk Unavailable

The subscription is not active, so the kiosk stops taking punches. When the owner opens Timekeep they land on the checkout page, and paying there brings the kiosk back. Punches that were waiting on the tablet are marked failed, so add them in Attendance yourself.

The kiosk asks for a setup code again

A setup code works only once, so a device that was revoked or deleted needs a fresh one. Go to Kiosks, click Add Kiosk, and type the Manual Setup Code on the tablet. One thing to watch: never disconnect a kiosk while punches are pending, because that wipes them.

Employee portal

An employee cannot log in

The portal takes the employee's 6-digit PIN and nothing else. Invalid PIN means either the PIN is wrong or the employee is deactivated. Five wrong tries lock the keypad for 30 seconds. There is no forgotten-PIN link, so give them a new PIN yourself: open the employee in Staff, click the refresh button beside the hidden PIN, and confirm. The old PIN then stops working, at the kiosk too.

The Clock tab is missing

Two switches control this, and both have to be on. In Settings, on the Kiosk card, turn on Mobile clock-in. Then open the employee in Staff and turn on Mobile Clock-In.

An employee cannot see their payslip

A payslip reaches the portal only after its run is locked or paid, so the run is most likely still a draft. Open the run and click Lock.

Account and billing

Someone on my team cannot see a page

Their role does not cover that page. Menu items are hidden by role rather than greyed out, and typing the address sends the user back. To change what they can open, go to Users, find the person on Members, and pick Change Role from the menu at the end of their row. The Roles & Permissions tab shows what each role can do. Keep in mind that Payroll Settings, Kiosks, Billing, and the business settings are for the owner only.

A supervisor cannot see some staff

This happens when the Restrict supervisors to assigned employees switch is on, under Supervisor access in Settings. An employee with nobody assigned is then hidden from every supervisor. To fix it, the owner opens that employee in Staff, picks a name under Assigned supervisor, and saves.

I cannot add an employee

Your plan has no free seat left, meaning no room for another employee, so Add Employee opens Add more seats instead. An owner can buy seats there, and deactivating someone who has left frees one.

The dashboard is locked

The subscription has lapsed. An owner who signs in is sent to checkout to renew it. Everyone else sees Billing needs attention and has to wait for the owner.