Support

The things people actually run into.

The terminal is not recognising someone

Almost always lighting. The camera needs even light on the face — a tablet backlit by a bright window or lobby doorway will struggle. Move the mount or add light, then re-enrol that person. They can use their PIN in the meantime; it is always on screen.

Someone forgot to clock out

The day is flagged as incomplete and held for approval. ShiftLog closes it at the scheduled end time — never at the time it was noticed — so a punch forgotten on Friday does not accrue a weekend of overtime. A manager corrects it from the attendance table; the correction is recorded alongside the original, never in place of it.

The tablet lost internet

Nothing to do. Recognition runs on the device and punches queue locally, syncing when the connection returns. The portal will show that device as offline until it does.

A shift crosses midnight

Set the end time earlier than the start — 22:00 to 06:00 — and ShiftLog treats it as an overnight shift. The whole shift is attributed to the day it started, so a Monday night shift appears once, on Monday.

Times in the report look an hour off

Check the organisation timezone in Settings. Every timestamp renders in the organisation’s timezone, not the viewer’s — so head office abroad sees site-local times. If a specific tablet is off, check its clock drift on the Devices page.

Still stuck? Get in touch.