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ccampbell1
Level 1

Mobile App

We noticed today that some of our employees clocked-in on the Kiosk and then were automatically clocked out later in the afternoon. Even though they did not touch the Kiosk and were still actively working. They mentioned when they launched the TSheets App is when it happened. Why is this happening? 

Solved
Best answer February 22, 2021

Best Answers
K_Siman
Moderator

Mobile App

Good morning @ccampbell1! Thanks for reaching out to the Community. I'm happy to explain what I believe your employees are experiencing. 

 

The reason an employee would get automatically clocked out of the kiosk is if they are also signed into the TSheets mobile app. If the TSheets account requires location to be turned on and they have location services turned off for the app, it will clock them out. This then syncs to the kiosk and they show up as not being on the clock anymore. 

 

The best thing for the employee to do would be to either turn on their location in the mobile app settings on their phone or sign out of the app completely. They can also delete the app from their phones to prevent clock-out issues if you don't need them using it.

 

If you need any further clarification or have any questions, please feel free to reply to this post. All of us here are eager to help! 

 

View solution in original post

9 Comments 9
K_Siman
Moderator

Mobile App

Good morning @ccampbell1! Thanks for reaching out to the Community. I'm happy to explain what I believe your employees are experiencing. 

 

The reason an employee would get automatically clocked out of the kiosk is if they are also signed into the TSheets mobile app. If the TSheets account requires location to be turned on and they have location services turned off for the app, it will clock them out. This then syncs to the kiosk and they show up as not being on the clock anymore. 

 

The best thing for the employee to do would be to either turn on their location in the mobile app settings on their phone or sign out of the app completely. They can also delete the app from their phones to prevent clock-out issues if you don't need them using it.

 

If you need any further clarification or have any questions, please feel free to reply to this post. All of us here are eager to help! 

 

ccampbell1
Level 1

Mobile App

okay thank you! 

K_Siman
Moderator

Mobile App

You're very welcome, @ccampbell1! You're always welcome back to the Community for help. Have a wonderful week. :)

Kieran4
Level 1

Mobile App

The app keeps changing my jobs back to the previous one or clocking me out. Is this a bug in the latest update?
Candice C
QuickBooks Team

Mobile App

Good morning, @Kieran4

 

Thanks for joining in on this thread and letting us know the problem you're having with jobs and clocking out. 

 

First, before we go any further, I'm going to ask you a  few questions to help me determine the best solution for your business. 

 

Jobs issue

 

  • When is this occurring? Is it after you are clocked in and it randomly switches during your timesheet?
  • Is it when choosing a job/customer?

 

Clocking out issue

 

  • How often is this happening? 
  • Can you provide any detailed screenshots of the problem? 

 

Once I've received this information, we can go further to resolve this problem. I'll be here waiting for your response when you're ready. 

Kieran4
Level 1

Mobile App

Thanks for your reply. This is happening daily. Sometimes I switch a job and then when I finish it I go to switch again and it's gone back and continuing time on the previous job. I had the issue today where I had clocked in then later went to switch jobs and it had clocked me out and saying I can't switch. I then closed the app and reopened it and it was clocked back in from my start time and I was able to switch jobs. Sorry I don't have any screenshots but can get them if you need when it happens again. Thankfully,  Kieran 

SashaMC
Moderator

Mobile App

Hey Kieran4,

 

Thank you for answering our questions. We truly appreciate it! I have one more question to ask. Are you using an iPhone 12? If this is the case, this would explain why you are experiencing problems. There is an open investigation for this, and we are currently working on it. In the meantime, I would double-check to make sure that your QB Time app is set to auto-update so that it updates the fix as soon as it is released. Also, ensure that the operating system on the iPhone is updated.

 

If you do not have an iPhone 12, then it is recommended to send a mobile report. At the bottom of the app, follow these instructions:

 

  1. Go to More, then Settings
  2. Click Help & Support and select Send in Device Logs.

 

Please be descriptive in the device logs about the issue and what you have done thus far. Once completing those steps, call us to have an agent look through those logs. This article provides our contact information for Australia

 

Let me know if you have any questions or how the conversation goes. My team will be here, ready to assist you!

Kieran4
Level 1

Mobile App

Thank you.  I have sent through the logs. I have a Samsung Galaxy A51

Tori B
QuickBooks Team

Mobile App

 Good morning, @Kieran4

 

Thanks for letting us know that you have submitted the logs. 

 

As mentioned by my colleague above, please contact our Customer Support Team. This way, an agent can review your logs and investigate this matter further. 

 

Please let us know how it goes. We will be here if you have further questions or concerns. Take care! 

 

 

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