TroubleshootingGuide 2 of 4

My clock-in didn’t record

Photo, location and device issues — fixed in three checks

3 min read·Updated Oct 2026

1Photo and location

The punch flow can’t finish without a photo, and some setups also require location.

  1. If the camera never opened, allow camera access for the site and try again.
  2. If you saw “Location access denied”, click Allow when the browser prompts and repeat the punch.
  3. Stay on the page until the confirmation appears — closing the tab early drops the punch.

2You punched but nothing shows

Open Time › Attendance › My Records and check the row and its Time In Source.

  1. No row at all? The punch didn’t reach the server — try again on a stable connection.
  2. Row there but wrong time? Read the source: a biometric or workstation source means your device IDs may not match what the clock sends (Admin configures this).
  3. Dashboard header pill should read “Timed in · since …” after a successful punch.

3Get it corrected

Attendance feeds payroll and KPIs, so don’t let a wrong row age.

  1. Raise an ESS Hive ticket with category Leave & Attendance.
  2. Include the date, expected times and what actually happened.
  3. Attach a photo or note if you have one — it speeds approval.
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