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Troubleshooting terminals
Troubleshooting terminals

Some steps to try if you're having trouble with clocking in and out through terminals

James Denham avatar
Written by James Denham
Updated over 3 years ago

If you are having trouble clocking in using a terminal, there are a few steps you can take to try and rectify the issue.

First, please ensure that the Terminal was initially set up in the same location that it is being used in day-to-day. The device's location is logged during setup, and it must remain here while in regular use.

Check you're using the correct PIN

You can check/change your own PIN in your Settings > Clocking In menu. Click 'Show PIN' to view your current PIN, or type in a new one, and save.

If you're an Admin/Manager, you can assign an Employee a new PIN using the 'Set Clocking In PIN' button at the top of their Employee Profile:

Check the device's location settings

iPad/iPhone

  1. Go to the iPhone Settings app.

  2. Go to Privacy.

  3. Ensure Location services are enabled.

  4. Scroll down and find Safari Websites, then tap on it.

  5. Select 'When using the app'.

  6. Go back to the main Settings screen.

  7. Tap General at the top of the page.

  8. Go to Reset.

  9. Click Reset Location Warnings and confirm if asked.

  10. Open Safari and go to https://clockin.rotacloud.com/

  11. If the phone asks for Location access, grant this permission.

Android (may vary by device)

  1. Go to the Settings app.

  2. Find Location in the list.

  3. Ensure it is switched On and is in High Accuracy mode if applicable.

  4. Go back to the main Settings screen.

  5. Find Apps and tap it.

  6. Find Chrome in the list.

  7. Using those settings, ensure Chrome has location access.

  8. Open Chrome.

  9. Click the three dots in the top-right and go to Settings.

  10. Scroll down to Site settings and tap it.

  11. Tap Location.

  12. If RotaCloud is in 'Blocked' sites, tap it, then tap Location access, and select Allow.

Check your Location's address and radius

If the above steps don't work, the problem may be due to incorrect Location address settings. To check and fix this, use the following steps.

  1. Open RotaCloud on a desktop computer.

  2. Go to Company → Locations.

  3. Click the Location your staff are having trouble clocking into.

  4. Check if there is an address attached to the location. If so, make sure that the red pin on the map is pointing at the right place. If it is, then try increasing the radius using the drop-down under the map. If it isn't, try changing the address in the Address field to make sure the pin is in the right place. If you can't get the pin in the right place, increase the radius.

Get in touch

If you've tried both these fixes for clocking in from terminals and you are still experiencing problems, get in touch with us via Live Chat.

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