Support

Signing in to the mobile app

Employees do not set their own password. Access is issued by HR.

• Your HR team creates your account and gives you a login ID and a one-time code.
• The code expires, so use it promptly. If it has expired, ask HR to issue a new one.
• After a fixed number of wrong attempts the account locks for a period. Waiting it out or asking HR to reissue both work.
• If you have changed phone, ask HR to unbind the old device. A punch from an unrecognised device can be flagged for review.

Signing in to the dashboard

Dashboard users sign in with an email address and password, with optional multi-factor authentication. If you have forgotten your password, use the reset link on the sign-in page. If your account is not active yet, your company administrator needs to activate it.

Check-in problems

Most failed check-ins come down to one of the verification checks your employer has enabled.

• Location rejected: you are outside the geofence for that branch, or GPS accuracy is too poor to place you inside it. Step outside or near a window and try again. If you are legitimately working elsewhere, use an external duty request instead.
• Wi-Fi rejected: your device is not joined to a Wi-Fi network registered for that branch. Connect to the branch network. Mobile data alone will not satisfy a Wi-Fi check.
• Wrong device: your account is bound to a different device. HR can rebind it.
• Nothing happens when you tap: if you have no connectivity, the punch is queued locally and uploads when you reconnect. It will be marked as an offline punch when it syncs.
• Wrong time recorded: the app records both the time your phone reported and the time our server received the event. If your phone clock is wrong, the difference is visible to HR and can be corrected.

Missing or wrong attendance records

Attendance can be corrected, but only by someone with the right role. Ask your line manager or HR to raise an adjustment. Adjustments are recorded with who made them and why, so the corrected record stays distinguishable from the original. Once a pay period has been locked, records inside it can no longer be edited without HR reopening it.

Leave requests

TimeGate supports annual, sick, emergency and unpaid leave. What you are entitled to is configured by your employer.

• A request moves from you to your line manager and then to HR. You can see which stage it is at.
• You can cancel a request while it is still pending.
• A rejected request shows the reason your approver gave.
• You can attach a document, for example a medical certificate, where your employer requires one.
• If your balance looks wrong, HR can see how it was calculated. Balances follow the policy your employer configured, not a TimeGate default.

Shifts, branches and external duty

Shifts, schedules and grace periods are configured per branch, so two branches of the same company can run different rules.

If you work across more than one branch, your employer can allow multi-branch check-in and assign you access to each one.

Work away from a branch, for example a client site, is handled through an external duty request rather than by turning verification off.

Warnings

Where your employer uses the warnings feature, warnings for lateness, absence, misconduct or other reasons appear in your record. Warnings are issued by your employer, not by TimeGate, and any dispute about one goes to your HR team.

Payroll and payslips

Where your employer runs payroll through TimeGate, pay periods, payroll runs and payslips are produced from your attendance and leave records. Bank details are encrypted. Questions about amounts go to your payroll team, since the figures come from the compensation and policy settings your employer configured.

Notifications

The app notifies you about approvals, rejections and reminders. If notifications are not arriving, check that notification permission is granted to TimeGate in your device settings, and that you are signed in on the current device.

Privacy and your data

What the app collects, and when, is set out in our privacy policy. Location and Wi-Fi information are read at the moment of a punch, and only where your employer has enabled those checks.

Your employer controls your record. Requests to see, correct or delete your data should go to your HR team. If you send them to us, we forward them to your employer and help them answer.

Contact us

Email hello@timegate.me. Tell us your company name, the account involved, what you expected, and what happened instead. Screenshots help. If the issue is about a specific punch, the date and branch let us find it quickly.