The ShiftCare mobile app uses your phone’s GPS and the address stored in the shift to verify your location when you clock in and out. If something prevents the app from locating you, this guide will help you troubleshoot the issue.
This guide includes:
Troubleshooting on the Mobile App
These steps are for staff members/carers who cannot clock in/out of their shifts or receive an error message saying the app cannot determine their location.
Enable Location Services on Your Phone
If GPS permissions are turned off, the app will not be able to determine your location. Please make sure location permissions are enabled by following these steps:
Apple (iOS):
Open Settings > ShiftCare > Location.
Select 'While Using the App'.
You can also grant permission when the app prompts you during installation.
Android:
Open Settings > Apps (or Application Manager).
Select ShiftCare > Permissions.
Toggle Location on.
Choose 'Allow only while using the app' or 'Allow all the time'.
The app may also prompt you to enable location when it launches. Tap 'Allow' to proceed.
Confirm Geofence and Time Window
If your organisation uses Clock-in Location Check, carers must be within 1 km of the shift address to clock in/out.
Move closer to the shift address if the app reports that you are too far away.
Admin users can enable 'Allow clock-in outside of location radius'. If this is enabled, you can clock in outside the geofence range (location sharing must be enabled).
ShiftCare also enforces clock-in/out time limits:
You can clock in up to 3 hours before the scheduled start time.
You can clock out up to 6 hours after the scheduled end time.
If you attempt to clock in too early or clock out too late, the app will block the action.
Other Troubleshooting Steps
If the address is valid and your GPS is on, try the following:
Check GPS signal or mobile reception: Weak GPS or poor data coverage can prevent the app from locating you. Move outdoors or to an area with better reception, or restart your phone.
Check if the shift has different start and end locations: If the shift has a drop-off location, you must be at the correct address when clocking out.
Complete all mandatory tasks: If tasks are marked as mandatory, the app won’t allow you to clock out until they are completed.
Update your app: Ensure you have the latest version of the ShiftCare app.
Check device date and time settings: Ensure your phone’s date and time are set to automatic. Incorrect time zones can interfere with GPS and authentication.
Toggle Airplane mode on/off to refresh GPS.
Restart your phone.
Close and reopen ShiftCare.
Troubleshooting on the Web App
These steps are for office staff who want to ensure the client or shift address is valid and properly geo‑coded.
Ensure the Client or Shift Address Is Valid
ShiftCare uses Google Maps to validate and geo-code addresses. If an address is not recognised:
Use the Google Maps address suggestions: When entering or editing a client or shift address, choose a suggestion from the drop-down menu instead of pasting text. Copy‑pasted addresses often include formatting that prevents Google Maps from recognising them.
Remove unit or apartment numbers from the main address: Place unit numbers in the Unit field only. Including them in the street field can prevent proper geo-coding.
For new/unknown addresses, use a nearby valid address: Google Maps may not recognise new housing estates. Use the closest recognised address and add notes for carers. This ensures a valid geofence while still guiding carers to the right spot.
Validate drop-off addresses: If a shift ends at a different location, ensure the drop-off address is also Google-verified. Invalid drop‑off addresses will allow staff to clock out anywhere.
After updating an address, ask carers to refresh the mobile app. When valid, a small map will appear beneath the shift details.
What to Do If the Address Cannot Be Validated
If the correct address does not exist in Google Maps:
Enter the nearest validated address into the address bar.
Add clear notes explaining the actual location (e.g., “House behind the new shopping centre”).
Provide written directions to carers or ask them to contact the office if unsure.
This ensures the geofence works while still guiding carers correctly.
More Troubleshooting Tips
If geo-location issues continue:
Carers should contact their office team or ShiftCare Support.
Provide details such as the shift ID, current location, and any error messages that appear in the app.
The support team can verify addresses, adjust account settings, or investigate technical issues.
Further Reading
For more details on ShiftCare’s location features, please refer to these guides:
Clock in and Clock out of shifts from the mobile app: troubleshooting tips for clock‑in/out.
Why staff cannot clock in/clock out of a shift: common reasons clock‑in/out might fail.
Understanding shift locations: how to ensure addresses are validated and what to do when Google Maps cannot recognise an address.
For further assistance with Resolving Geolocation Issues in the ShiftCare Mobile App and Web App, please contact our Support team using online chat when you're logged into ShiftCare or email our Support team at support@shiftcare.com.