Troubleshooting Common VeriClock App Errors for Employees – VeriClock

This guide helps employees resolve common VeriClock app issues, including downloading and logging into the app, password and account access problems, clock in and clock out errors, GPS and offline tracking issues, and app performance concerns. It also explains data usage, when GPS tracking is active, and how to request support when problems persist.

Common app errors covered below:

How Do I Download the App?
How Do I login To the App?
I Can't Log Into the App
Why Do I Need To Reset My Password If I Already Have a Password?
I didn't Get My Forgot Password Email
Do I Need To Enter My Credit Card When I First Login?
Why Does VeriClock Recommend I Use My Email Address As My Username?
How Do I Sign On Using My ID:domain?
How Can I Confirm I Am Clocked In or Out?
I Can't Clock In - Clock In Error Messages
Common GPS Issues
Offline Clock
My VeriClock App Won't Open

How Much Data is VeriClock Using On My Phone?
When Does VeriClock Use GPS Location Tracking On My Phone?
Requesting Help From Support To Solve App Errors

How Do I Download the App?

You can download the app from your phone app store, or by clicking on the following link from your phone:

https://www.vericlock.com/download-time-tracking-app/

How Do I Log Into the App?

When logging in for the first time:

Enter your username: (either email address or ID:domain).
Enter your password.
Click Sign In -You will be successfully logged in when you are directed to the clock in screen after clicking on your VeriClock app.

* only click Forgot Password if you are unable to successfully log into the app

see Logging into VeriClock (Video) or VeriClock App Set Up Instructions For Employees for more detailed information.

I Can't Log Into the App

Error Message: Invalid ID/Email or Password

This error message will occur if you have entered an email address, employee ID, or a password different than the one listed in your employee profile. Email/employee IDs and passwords are both case and space sensitive. The quickest way to get past this error is to reset your password.
Password resets can be done directly from your login page by clicking Forgot Your Password and emailing yourself a password reset link. Password resets can only be sent to an email address listed for you in your VeriClock employee profile.
If logging in from the app, see: How To Reset Your Password on the Mobile App
If you do not have your email address listed in your employee profile, then you will not be able to reset your password on your own and will need to contact your account admin or manager to reset you password.

Why Would I Need To Reset My Password If I Already Have a Password?

In our system username and password are case and space sensitive. If anything is typed differently from the email address or password saved in your employee profile, you will get an incorrect username or password error. For example, in our system capitalization matters and one single character difference will cause you to get a login error.
Resetting a password works as a double verification to confirm the user’s login information is correct.
- First when clicking Forgot Password, you will need to enter your email address in your profile to get the Forgot Password email. When you get the email in your inbox or spam folder, this confirms that your email address is the same email listed in your employee profile If you cannot find the Forgot Password email, try searching for it in your email search window.
- Resetting your password using the link in the forgot password email, allows you to start fresh with a password of your choosing. Once you create a new password, you will be directed back to the login screen to successfully log in.

I Didn't Get My Password Reset Email

Check your inbox, promotions, or spam folder for the forgot password email, or search for the Forgot Password email in your email account. If you still are not getting the Forgot Password email, check with your admin or manager to confirm that you are using the correct email address listed in your employee profile.
If you are still not getting the Forgot Password email, and you have confirmed you are using the same email address listed in your employee profile, then contact the VeriClock customer support team for assistance.

Do I Need To Enter My Credit Card When I First Login?

We do not take payment from employees! Your employer will enter their own payment details into their account. If you are being prompted to enter payment details, this will be in reference to your phone’s app store account regarding in app purchases. We do not have in app purchases, and therefore do not take employee payment details. If you are getting this error, you will need to finish your phone account setup along with your settings regarding in-app purchases (or press skip payment) to get past this error, as it refers only to your device and not VeriClock.

Why Does VeriClock Recommend I Use My Email Address As My Username?

We recommend using your email address listed in your employee profile as your username, because a personal email address is more difficult to forget than an alternate username.
Additionally, using your email address as your username allows you to reset your password if you ever forget it. A password can only be reset through the email address listed in the employee profile or manually by an account admin.

How Do I Log In Using My ID:Domain?

To sign in using your ID:domain, you must enter your alternate ID exactly to successfully login. Your ID:domain needs to be entered all crammed together with no spaces, to prevent an invalid username or password error from occurring.
For example, if your employee ID is 22, and your employer’s domain name is tvtime, your ID:domain username would be 22:tvtime. You can get your employer's domain from your account administrator. It is the first part of the URL when signing into the account through a browser (e.g. https://tvtime.vericlock.com - the domain is tvtime)

How Can I Confirm I Am Clocked In or Clocked Out?

Clock In Screen:

This screen means that you are not yet clocked in. To successfully clock in, you will need to select a job (if jobs are required) and then tap the green clock in button at the bottom of the screen.
To confirm your clock in was successful, tap on the refresh button after clock in. See How to Clock In From The App for more information.

Clock Out Screen

This screen means that you are clocked in. To successfully clock out, you will need to tap the red clock out button at the bottom of the screen.
To confirm your clock out was successful, tap on the refresh button after clock out. See How To Clock Out From The App for more information,

I Can't Clock In - Clock In Error Messages

Error Message: Job code is required

This error message means that a job has not been selected under the Job drop down list. (In the screenshot above, job is listed as None, since no job was selected). To correct this error, select a job and then tap the green Clock In button at the bottom of the page.

Error Message: Service Item is required

This error message means that a service item has not been selected from the Service Item drop down list. (In the screenshot above, service item is listed as None, since no service item was selected). To correct this error, select a service item and then tap the green Clock In button at the bottom of the page.

Error Message: Field ( ) is required -this is a custom field error. The custom field name in the brackets will vary by employer account.

This error code refers to custom fields your employer has set up in your account for employees to fill out. Custom field names in each account will vary depending on information your employer needs at clock in or clock out. In the Example screenshot above, the custom field is called mileage and is required, so it will need to be filled out before employees will be able to successfully clock in or out.

Error Message: Clock Report is required

This error message means that to successfully clock in/out, text must be written inside the Report box. To correct this error, under Report, type in what your employer has asked you to put in this section and then tap the green Clock In or red Clock Out button at the bottom of the page.

Common GPS Issues

Error Message: GPS Permission Misconfigured

This error message means you have been blocked from clocking in and out unless your GPS location is turned on. In the app, scroll down below the privacy policy and tap I Agree>

tap Open Settings>this will redirect you to your phone settings for the VeriClock app. To turn on your GPS location permissions in your phone, go to your phone settings>tap Location>tap the VeriClock app>tap 'Allow all the time' or 'Always Allow'>return to your VeriClock app.

For information on how to enable location tracking for your phone, see:

How to Configure your Android settings for GPS tracking

How to Configure your iPhone settings for GPS tracking

Why Does My Phone Location Permission Need To Be Set To 'Allow all the time'?

The App is NOT considered in use if you close the App after clocking in, or the app is moved to the background while clocked in. For some features to work correctly, 'Allow all the time' needs to be enabled for the app to work while the user is clocked in. As soon as you clock out, all location tracking stops.

Error Message: Outside Geofence - Blocked From Clock In/Out

This error message means that your device is detecting your location as outside the geofence set to the job you have selected. You will be unable to clock in/out while outside the geofence.
To correct this error, first ensure that you are clocking into the correct job location. If you are at the correct location for the job you are clocking into, click on the compass icon in the top right corner of the page. This will show your location in relation to the geofence. From here you should be able to move around to ensure you are within the geofence boundary to successfully clock in.
If you do not see the geofence, you can scroll out on your screen and try to search for the green geofence circle surrounding the job you are clocking into.
If you still do not see the green geofence circle after clicking on the compass icon, take a screenshot of your location and email the screenshot to your admin or manager. Then contact your admin or manager to let them know you are being blocked by a geofence and cannot find the geofence on your app location map. With this screenshot, your admin or manager can look at the geofence in question and compare it to the screenshot of your GPS location.

Error Message: Outside Geofence - Warning

This error message is a warning that your phone is detecting your location as outside the geofence boundary for the job you are clocking in/out to. You can click on Proceed, to successfully clock in. To see your location in relation to the geofence set for this job, click on the compass icon in the top right corner of your screen.

I Am In the Geofence and Am Still Being Blocked or Warned:

GPS location is not precise down to the steps you walk across a room or parking lot. If you are within a geofence and your VeriClock phone app is blocking you or giving you a warning, check your location to ensure you are within the geofence by clicking on the compass icon in the top right corner of your phone app.
To help your account admin solve your geofence error:
1. Take a screenshot of your error message.
2. Click on the Compass icon in the top right corner of your VeriClock app, and take a screenshot of your GPS location in relation to the geofence.
3. Email these screenshots to your account admin so they can compare your location to the geofence boundary to troubleshoot the issue.

Offline Clock

The offline clock allows a user to clock in or out when they do not have data coverage on their phone, or are in an area where no connection is available.
When clocking in or out using the offline clock, you can see your offline status at the bottom left corner of the app menu, after clicking on the menu tab.
The number of unsynced clock events will display in the app menu next to Sync Events. If there is not a number next to sync events in the app menu, then you have no unsynced events to send to your employer. If you have been using the offline clock and have unsynced events, you will need to sync your clock events from the menu tab on your phone as soon as you get to an area of cell/internet coverage. Syncing your VeriClock phone events, will upload your time records to your employer’s account.
After clicking sync events in the app menu, you will be able to see when your phone app was last successfully synced.

If you do not sync your offline time events regularly, then your employer may not have all your hours.
Time events may also be missing from payroll until you successfully sync your time events to your employer's account.
The offline clock must be set up in the account by an admin from the tabs Settings>Time>scroll down to the Offline Clock section>enable>click Save. See Employee Guide to Sync Offline Clock Events for more information

My VeriClock App Won't Open

Troubleshooting steps:

Is your phone storage full or close to full? If a phone is low on available storage space, then this can prevent the app from fully loading. To solve the issue of lack of storage space, you can view available storage space from your phone settings. If your phone storage space or memory is low, try uploading your photos, and videos onto another device, and then deleting them from your phone. Try to open Your VeriClock app again.
Reboot your phone and click on your VeriClock app to see if it will open.
Uninstall and reinstall the VeriClock app. Deleting the VeriClock icon off your home screen, will not uninstall the app. You can uninstall the app by going to your phone settings>then to your application manager>in your application manager, click on the VeriClock app>Uninstall and then download the app again. Check to see if your VeriClock app will open.

Delete your VeriClock Cache. Go to your phone settings>then to your Application Manager or Apps>in your apps, tap on the VeriClock app>tap Storage>click on Clear Cache and/or Clear Data. Check to see if your VeriClock app will open.

If your VeriClock app still won't open after trying the above steps, scroll down to the section titled Requesting help from support to solve app errors, listed below and follow the steps listed.

How Much Data is VeriClock Using On My Phone?

VeriClock uses minimal data, similar to what a social app uses on your phone.
To view data usage by app, go to your phone settings>go to your Application Manager or Apps>tap on the VeriClock app>scroll down below Usage to see how much data has been used recently by your VeriClock app.

To view data usage by billing period, go to your phone settings>go to your Data Usage>tap on Mobile Data Usage>scroll down and tap on the VeriClock app>next to the date, tap the date drop down to view usage during different billing periods.

When Does VeriClock Use GPS Location Tracking On My Phone?

VeriClock only has access to track your GPS location while you are clocked in and only if GPS tracking is set up by an account admin in your employer’s account. We do not have access to track users when they are not clocked in, nor do we have access to your phone settings.

Where Can I Find VeriClock’s Privacy Policy?

You can view VeriClock’s privacy policy from the following link: https://www.vericlock.com/privacy-policy/.

Where Can I Find VeriClock’s Terms of Service?

You can view VeriClock’s terms of service from the following link: https://www.vericlock.com/terms-of-service/.

Requesting Help From VeriClock Support To Solve App Errors

What we need to know to solve app errors:

What is the error you are experiencing?
What were you doing in your app before the error occurred?
What is the error message you are getting?
What phone model do you have and which version?
Email us a screenshot of the error to give us additional clues.
Send in your app feedback logs. See Sending Your Data Log From Your App.

Click on the menu in your VeriClock app
From the menu, click on About.
Click on Feedback
Enter a note about what is occurring, leave include debug logs checked, and click send

For Assistance, Contact Us At:

(US & Canada 1.800.379.2001) or (International 1.778.785.6018).
Live chat on our website using this link https://www.vericlock.com/and clicking on the Live Chat at the bottom right corner of your screen, or when logged into your VeriClock account from a web browser, go to your account tabs Help>Chat with us
Email us a request for assistance at help@vericlock.com. Be sure to include your contact information, along with what you need assistance with.