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Support
Last updated 20 August 2026
Help with the TimeGate app and dashboard. If your question is about your own attendance record, your leave balance or your shift, your HR team can answer it faster than we can, because they administer your company account. For anything else, email hello@timegate.me and we will come back to you.
Signing in
TimeGate accounts are created by your employer. There is no public sign-up. If you do not have credentials, or your account has been locked, ask your HR team to issue or reset them.
If the app says your company is suspended, the account is inactive on your employer side. Your HR team needs to resolve that with us.
Check-in problems
Most check-in failures come down to one of the following.
- Location permission is off. The app needs location access to confirm you are inside the branch geofence. Turn it on in Settings, then Privacy and Security, then Location Services, then TimeGate.
- You are outside the branch geofence. Move closer to the site and try again. If you are on site and it still fails, your branch coordinates or radius may need adjusting, which your HR team can request.
- You are on the wrong Wi-Fi network. Where Wi-Fi verification is enabled, your device has to be joined to the branch network at the moment you punch. Mobile data alone will not pass the check.
- The camera is blocked. Where photo verification is enabled, the app needs camera access to capture the punch photo.
- No connection. A punch needs to reach the server. If you are offline, reconnect and punch again, then tell your manager so the record can be corrected if the time has moved on.
Leave requests
A submitted request moves to your line manager and then to HR, and you can follow its state in the app. If a request has been sitting unanswered, the approver is the right person to chase.
Balances are set by your employer policy. If a balance looks wrong, ask HR to check the policy applied to your record.
Notifications
If you are not receiving push notifications, check that notifications are enabled for TimeGate in your device settings, and that you are signed in. Signing out clears the device from the notification list until you sign back in.
Privacy and your data
What the app collects, why, and how long it is kept is set out in the Privacy Policy. Requests to access or correct your data should go to your HR team, since your employer controls the record.
Contact us
Email hello@timegate.me. Tell us your company name, the account you sign in with, and what you were doing when the problem happened. A screenshot helps. We aim to reply within one working day.