There are several reasons a caregiver clock in/out might be prohibited or unsuccessful.

  1. If the Caregiver is not within the threshold time defined in the Office Settings, the clock-in/clock-out button becomes disabled in the mobile app.

 Please make sure that the caregiver is performing the clock-in or clock-out operation within the threshold time as set by the admin/agency user.


2. If the Caregiver is not within the distance threshold defined in the Office Settings, the clock-in/clock-out button becomes disabled in the mobile app.

Please make sure that the caregiver is performing the clock-in or clock-out operation within the threshold distance as set by the admin/agency user.

Caregivers may also get this alert when they ARE in the correct location but their cellular provider's geolocation services don't recognize the location.  In that case, under that client’s general information tab, you can check the Exempt this Client from Distance based Clock-In/Out or you can use a telephony call for clock in/out.

If a caregiver tell you that the system is prohibiting clock in/out on the mobile app, please ask what message is being received.  Then you can work with the caregiver or your admin to make the appropriate adjustments.

3. If the Client does not have the Allow Clock-in/Clock-out from Caregiver Mobile box checked, the caregiver's telephony clock in /clock out from their own mobile device will go to "unidentified calls" and not be attached to any schedule. Ideally, telephony clock in/out should be done from the CLIENT'S phone, and it should be marked as "time tracking".

4.  Location services aren't activated on the caregiver's cellular device. The mobile app allows caregivers to work offline (without WiFi or data connection). When the caregiver reconnects to the internet, the information stored in the app will sync to the agency portal.  If location services aren't turned on, the offline app will tell the caregiver that the clock in/out was successful, but it won't actually register in the portal because there will be no latitude/longitude coordinates to test against the range configuration in the office settings.

5. You have set up to Allow Automatic Clock-In/Clock-Out in the Schedule

If the Caregiver tries to Clock In/Clock Out from the Mobile App, the time is already filled in and they will receive this error message.

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