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Why staff cannot clockin/clock-out of a shift
Why staff cannot clockin/clock-out of a shift

Troubleshooting advice on why a worker might be having trouble with the app when starting or ending a shift

Ian Deshays avatar
Written by Ian Deshays
Updated over a week ago

Staff will see one of the below screens (i.e., clockin fail notification or continuous waiting sign) that shows their shift clock in or clock out is not working. 

There are certain circumstances where the clock-in and clock-out features will not work. See below for the list of scenarios to help you troubleshoot:

  1. The address must be matched to an address Google Maps recognises. When entering the address of the shift, Google Maps will match the address to its known location. If the shift address cannot be found, the clock in and clock out features will not work.

  2. Shift start and end locations are different.

  3. GPS settings must be turned on and enabled. Users with GPS turned off will be prompted to enable it when opening the ShiftCare app.

  4. Poor reception and data coverage.

  5. Staff is more than 500 meters outside of their specified clock in or clock out location.

  6. Staff may be trying to clock in more than three hours before the start of the shift

  7. Staff may be trying to clock out more than six hours after the end of the shift

Clock In Failed

The clock-in failed notification is the only interactive notification in the timeline. If you receive this notification after a care-worker has attempted to clock-in, you can select the blue link available next to the notification.

Clicking on the link will direct you to Google Maps to view the location at which the care-worker attempted to clock-in from. The worker's clock-in location will be identified by a red geo-tag.

You can click on the geo-tag to view the exact location at which the clock-in failure occurred.

Further reading

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