🎯 For admins with access to all departments in Planday.
Punch clock web
Employees can’t punch in on Punchclock.Planday.com.
Employees can’t punch in on Punchclock.Planday.com.
This could be linked to some Punch Clock configuration issues or external factors:
Your Punch Clock IP address has changed and needs to be updated. Find how to register a new IP address in Planday.
It could be that your organisation is using a dynamic IP address. If you need to update the IP address regularly, it may be because your internet service provider (ISP) has set you up with a Dynamic IP Address. To resolve this, choose one of these options:
Reach out to your internet provider to switch to a static IP address
Check that the IP address you registered is correct. Search for your current IP address on "what is my IP address" on a web browser, on the network where your employees will be clocking in and out. Compare it with the IP address you have under Settings > Punch Clock > Access > WiFi access > Edit the IP.
Check if the employee has an unsigned contract under People > Contracts > Awaiting action. Employees can't punch in if they have an unsigned contract.
When my employees go to Punchclock.Planday.com to punch in, a message comes up with “Choose organisation page”
When my employees go to Punchclock.Planday.com to punch in, a message comes up with “Choose organisation page”
There could be several reasons:
You’ve just updated your IP and there’s cache so you would need to wait up to 15 minutes and clear your browser cache.
You’ve just set up Punch Clock profiles to use along with an Activation Code and you’d also need to wait up to 15 minutes before you’re employees can punch in.
You need to reset the activation code on a Punch Clock profile. To do so, follow these steps:
Go to Settings > Punch Clock > Profiles
Hover your mouse on the right of your Punch Clock profile used for this device and click on the Activation Code icon
Copy the Activation Code in the popup
Open up Punchclock.Planday.com/Activate on the device you want to set up and submit the new code
An employee reports that they can't see the shift they've been scheduled for when they try to punch in.
An employee reports that they can't see the shift they've been scheduled for when they try to punch in.
It could be because of the following reasons:
The shift the employee is scheduled for has a shift type that doesn’t require to punch in. To solve this, go to Settings > Punch Clock > General to select this shift type.
The employee is trying to punch in for an overnight shift in advance or late.
I can’t save an IP address in the Punch Clock settings.
I can’t save an IP address in the Punch Clock settings.
It could be because you're using a private non-routable IP address. You would need to use a public one.
Check that you have the right Access level. You must have access to all departments to be able to save the settings in the Punch Clock settings page.
Punch clock mobile app
An employee can’t punch in via Planday mobile app.
An employee can’t punch in via Planday mobile app.
This can be linked to some Punch Clock configuration issues or external factors:
Check that the department the employee is trying to punch into has been added to a location in the Punch Clock settings under Mobile access.
The punch clock radius for the zone is too small. We usually recommend minimum 100 meters
If the employee is an iOS device, they should ensure that location services and precise location are turned on by navigating on their phone to Settings > Privacy > Location Services. Learn more about this in the section about precise location settings.
The employee’s internet connection is failing. They could try another network.
The employee is not at the at the location you have set up from where they are allowed to punch in or out.
Check if the employee has an unsigned contract under People > Contracts > Awaiting action. Employees can't punch in if they have an unsigned contract.
An employee reports that they can't see the shift they've been scheduled for when they try to punch in.
An employee reports that they can't see the shift they've been scheduled for when they try to punch in.
It could be because of the following reasons:
The shift the employee is scheduled for has a shift type that doesn’t require to punch in. To solve this, go to Settings > Punch Clock > General to select this shift type.
The employee is trying to punch in for an overnight shift in advance or late.
Planday Kiosk app
Note: The Planday Kiosk app can only be used on iPads and not on Android tablets.
An employee has the error message “Incorrect password or username” when trying to punch in on Punchclock.Planday.com or on an ipad.
An employee has the error message “Incorrect password or username” when trying to punch in on Punchclock.Planday.com or on an ipad.
This could be because you need to reset the Activation Code for a Punch Clock profile. To solve this, follow these steps:
Go to Settings > Punch Clock > Profiles
Hover your mouse on the right of your Punch Clock profile and click on the Activation Code icon
Copy the Activation Code in the popup
Open up Punchclock.Planday.com/Activate on the device you want to set up and submit the new code
An employee has the error message “Authorisation has been denied for this request”.
An employee has the error message “Authorisation has been denied for this request”.
A solution to this could be that an admin with access to all departments tries to delete the app and download it again.
An employee reports that they can't see the shift they've been scheduled for when they try to punch in.
An employee reports that they can't see the shift they've been scheduled for when they try to punch in.
It could be because of the following reasons:
The shift the employee is scheduled for has a shift type that doesn’t require to punch in. To solve this, go to Settings > Punch Clock > General to select this shift type.
The employee is trying to punch in for an overnight shift in advance or late.
Punch clock activation code
Employees can’t punch in on Punchclock.Planday.com when activation code with a Punch Clock profile is used.
Employees can’t punch in on Punchclock.Planday.com when activation code with a Punch Clock profile is used.
To solve this, an admin needs to reset the Activation Code on the Punch Clock profile. To do so, follow these steps:
Go to Settings > Punch Clock > Profiles
Hover your mouse on the right of your Punch Clock profile and click on the Activation Code icon
Copy the Activation Code in the popup
Open up Punchclock.Planday.com/Activate on the device you want to set up and submit the new code
Can I use Activation Codes in combination with IP addresses?
Can I use Activation Codes in combination with IP addresses?
Activation Codes are not compatible with IP addresses. When Punch Clock Activation Codes are used for multiple locations/Departments, the same validation method must be used for all locations, so either IP validation or Punch Clock Activation Codes validation.
You would then need to use:
either IP validation and set different fixed IPs for your Departments
or Punch Clock Activation Codes validation and set all your Departments with one profile for each.
How can multiple devices be set up for the same department?
How can multiple devices be set up for the same department?
To have multiple devices with the same department, you need to create multiple Punch Clock profiles (one Punch Clock profile = one device).
Punch Clock setup manager access
I can’t save any settings in the Punch Clock access page under Settings > Punch Clock > Access.
I can’t save any settings in the Punch Clock access page under Settings > Punch Clock > Access.
This can be due to the fact that you are an admin with restricted access to some departments, and not all departments. Only an admin with access to all departments can save the punch clock settings. You can ask your manager to check your Access level and change it.
You might need to clear your browser cache before you log in with the new access.
I don’t have access to the Mobile access section under Settings > Punch Clock > Access.
I don’t have access to the Mobile access section under Settings > Punch Clock > Access.
This could be related to some settings that need to be enabled for your Planday. Reach out to our Support team who can help you with this.
Approval of punch clock entries
I can’t approve punch clock entries. I have an error message or endless loading.
I can’t approve punch clock entries. I have an error message or endless loading.
On web - there could be several reasons:
your browser is blocking popups, so you would need to enable them. You can also try and clear your browser cache. You could also try and use another browser, like Google Chrome.
the employee group the punch clock entry is related to has been deleted or the employee was removed from the employee group you’re trying to approve the punch clock entry for.
On app - if this issue occurs on the app, there are a couple of things to consider:
The app only displays the entries 7 days back. Therefor, it’s only possible to approve 7 days back on the app
If your Planday is using deviation rules, then it's not possible to approve punch clock entries from the app.
Miscellaneous FAQs
How can I edit an approved Punch Clock entry?
How can I edit an approved Punch Clock entry?
It is not possible to modify or delete a Punch Clock entry once it is approved but it is possible to modify the shift.
Go to Schedule and find the incorrect shift.
Click on it to open it and you will see you can toggle off the approval on the right.
When this is done, save your shift. You can now make the correction to your shift and save it.
Approve your shift again with the same toggle. That way, you will be able to amend the shift for payroll.
An employee forgot to clock in or out. Can I manually add the Punch Clock entries?
An employee forgot to clock in or out. Can I manually add the Punch Clock entries?
You can’t add them manually but you can insert the times manually on the Punch Clock approval page under Schedule > Punch clock.
If the employee hasn’t punched in at all, you’ll need to modify the start and end times (if there are any adjustments to be made to the original times) from the Schedule.
Is the Punch Clock app GPS tracked?
Is the Punch Clock app GPS tracked?
Planday uses geo-fencing but we can't track an employee's live location due to GDPR. So if you have multiple sites and go to different locations in a day, your employees would need to clock out from the location where they clocked in and then start a new shift and clock in and out again in the new department (location). There will then be two shifts on the same day.
See related articles:
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