Recover a missing or rejected clock action
For the employee and shift leader. First confirm employee, location, original
clock-in/out time, and which till was used. Scheduled shifts do not establish
that a clock action was recorded.
Saved on the till and waiting to sync
Restore the till's connection. Keep the original device and its pending actions
intact. Check Console → Team → Time tracking, selecting the correct location
and date range, then Search. A local On shift status is not proof that the
central record has been saved.
Do not repeatedly clock in, create a manual record, sign out, reinstall, or
clear device data while the pending action is unresolved. A later sync can
otherwise duplicate the replacement.
Time records need review
The app preserves rejected original times on the till. Ask the manager to
compare the displayed clock-in/out with central time records before retrying.
Check for an existing matching record, an active record, an already completed
shift, or a conflicting manual correction.
Use Retry sync with a connection only after that review. The app reports
when a retry could not start and retains the saved times. If the central record
already reflects the work, have support resolve the rejected local action; do
not create another clock event to hide the warning.
Someone forgot to clock out
Agree the actual finishing time with the employee and shift leader. Locate the
active record, review overnight dates, and use the authorised edit workflow in
Time tracking. Verify the saved end time and duration.
Do not set a guessed time or delete the record merely to let daily closing
proceed.
Escalate
Keep the employee and time-record references, working location, original times,
affected till, queue/rejection status, central state checked, and exact error.
Use the authorised support channel for personal records and keep staff PINs out
of screenshots. Continue the restaurant's agreed time-record fallback while the
discrepancy is reviewed.