Worker can’t check in: location, permissions and app version

Why the support worker app might stop a worker from clocking in, and how to fix each cause: the clock-in window, location access, the geofence, being rostered, an open shift elsewhere or an out-of-date app.

Before you begin

• The worker is rostered on the shift and signed in to the support worker app.
• To change rules: the worker app settings permission for Roster → Support worker app.

Check the clock-in window

1. Open the shift in the app. Before the window opens, the button reads Clock in opens with the time.
2. Wait until the window opens: by default 15 minutes before the start.
3. If you see Too early to check in, try again at the time shown.
4. Coordinators can change Earliest check-in (minutes before start) in Roster → Support worker app, then select Save and publish settings.

Fix location access

1. Read the message on the Clock in sheet. “Location is turned off on this phone” means turn on Location Services.
2. “CompanionAxis needs your location to confirm you’re at the shift” means allow location when the phone asks.
3. “Location access is off for CompanionAxis” means it was denied before: tap Open settings and allow location for CompanionAxis.
4. If the fix doesn’t arrive (“We couldn’t get a location fix in time.”), move outside or near a window and try again, or clock in with a reason.

Clock in outside the geofence or late

1. If the sheet says You’re outside the geofence, type why in Reason required, for example meeting the participant at the shops.
2. If you’re late, the app asks why too.
3. Tap Clock in now. Check-ins outside the radius are allowed but flagged for the coordinator, with your reason.
4. Coordinators can widen the radius (150 m by default) on the Check-in and check-out card in Roster → Support worker app.

Fix roster and account problems

1. “Not rostered on this shift”: the worker was removed from the shift or it was cancelled. Check the shift on the Roster board.
2. “Clocked in elsewhere”: the worker is still clocked in to an earlier shift. Clock out of that shift first.
3. “No worker record”: the user isn’t linked to a worker. An administrator links them in Settings → Users and roles on the person’s details (Linked worker).
4. If the worker can’t use the phone at all, a coordinator can open the shift’s more actions and use Check in on behalf of a worker, with a reason. It’s flagged as manual time.

Update the app

1. If the app shows Update the app, tap Update now to open the App Store or Google Play.
2. Install the update and open the app again. Data on the server is safe.
3. Coordinators can see the newest app versions in use on the Active devices tile in Roster → Support worker app.

Tips

• A missed clock-in shows on Roster → Live shifts as Not checked in, then Late after 15 minutes.
• If a clock-in never happened, the timesheet line gets a Missing check-in exception for the coordinator to resolve.

If something goes wrong

“Reason required” and the button stays disabled

Type a reason in the box. It’s required when you’re late or outside the geofence (if your organisation requires it).

“This offline event is too old to record.”

A clock-in saved without signal was sent more than 24 hours later. Ask the coordinator to add the time by hand in Time → Approve timesheets with Add time.

The Clock in button isn’t shown at all

Rostering may be paused for your organisation (“Rostering is paused for your organisation.”). Contact your coordinator.