Overview: When logging in and/or punching time as an Employee, it's possible to encounter a variety of login and punch-related errors. Here, we'll provide you with troubleshooting steps you can take on your own in response to any errors you may encounter.
If after following the steps you continue to run into the error, we recommend contacting your Account Administrator for further assistance. If you're not sure who to contact, please reach out to Buddy Punch Support, and we can provide you with contact details.
Instructions:
Inactive Account Errors
IP Address Lock Error Errors
Device Lock Errors
Punch Limit Rule Errors
Geofence Errors
Username/Password Errors
When trying to log in with your username and password, you may encounter the following error that your credentials are incorrect:
To troubleshoot an incorrect username or password error:
Ensure you are using your latest username/password; previous credentials won't work.
The password is case-sensitive, be mindful that you don't have caps lock on.
Ensure you're using your username in the username field, especially as this may not be the same as your email address. If you're unsure what your Buddy Punch username is, you can follow these steps to retrieve it. Be sure to enter your email address when requesting your username.
If you're unsure what your Buddy Punch password is, you can follow these steps to request a password reset. Be sure to enter your username when requesting a password reset.
If the initial troubleshooting steps don't work, please reach out to your Administrator for further assistance. They should be able to reference your username and/or reset your password in the system for you,.
If you're not sure who your Administrator is, please contact Buddy Punch Support for further assistance.
Inactive Account Errors
If your Buddy Punch profile is inactive, you will encounter the following error:
Inactive employee profiles cannot access Buddy Punch; however, your Buddy Punch records are retained and an Account Administrator should be able to easily reactivate your account.
As user management is handled by Account Administrators, Buddy Punch Support is unaware of why your profile may be inactive, and is unable to reactivate it for you. With this in mind, please reach out to your management team to let them know your Buddy Punch profile is inactive, and to request next steps.
If you're not sure who to reach out to, you can contact Buddy Punch Support, who can provide you with your Administrators' information, or reach out to an Administrator on your behalf.
IP Address Lock Error Errors
If your Account Administrator has assigned you to an IP Address Lock, you may receive an alert stating the IP Address you are using is not allowed:
This error means that your Administrator only allows you to punch from devices connected to specified IP addresses, and the one you're using currently is not connected to an allowed IP address. The error message will indicate which IP address your device is connected to within the brackets.
If you're punching from a mobile device, please note that cell phone providers will regularly rotate the IP addresses associated with their cellular networks. When punching from a mobile device, please be sure to connect to your office wifi network in order to punch from the allowed IP Address.
If the issue persists after ensuring you're on your company's network, it would be best to reach out to your Administrator to let them know about the error. Your Administrator can either:
Add a new IP Address Lock (namely, the one in your error message brackets) as needed/permitted
Or, help you determine which devices are associated with the IP Address Locks already set up
If you're unsure who to contact about this issue, please connect with Buddy Punch Support, who can provide you with Administrator contact information, or reach out on your behalf.
Device Lock Errors
When trying to log in, you might encounter an error about logging in from specified devices:
This error means you've been locked to a certain device(s) for both logging in and punching time, and you're accessing Buddy Punch from a device that isn't authorized.
If you are unsure which device or devices are authorized for your account, please contact your Account Administrator for further direction. They should be able to clarify which device or devices you are allowed to use to access Buddy Punch.
If you're not sure who to contact about this issue, please reach out to Buddy Punch Support, who can provide you with your Administrator's contact information, or reach out on your behalf.
Punch Limit Rule Errors
If assigned to a Punch Limiting Rule, you may encounter an error stating that you cannot punch before/after a certain time or your scheduled shift - depending on account settings:
Punch Limiting specifies a timeframe during which an employee is allowed to punch, according to either their schedule, or to the time window specified by the Account Administrator. When receiving the above errors, it means you are outside the limits set by Account Administration for when punching is allowed.
If you still need to punch time even though its outside the limits in place, or have questions about the Punch Limiting rules, please contact your Administrator, who can advise you further and can enter time on your behalf for any work hours that fall outside the limits.
While Buddy Punch Support cannot enter or edit time for you, we're happy to provide you with your Administrator's contact information if you aren't sure who to reach out to.
Geofence Errors
When assigned to a geofence(s), you may receive a "Smartphone App Required" error message when trying to punch time:
This is because geofencing limits punches to the smartphone app only. Non-smartphone app punches will lack the GPS data required to confirm the punch is within a geofence, so you must punch using the Buddy Punch iOS or Android app on your mobile device.
If you're using the smartphone app, you might get an error that you are not within the assigned geofence:
This means the coordinates you are punching from do not match the coordinates allowed within the geofence radius set by your Administration.
If you know you are inside the geofence, but your pin within the map view is showing you outside the established Geofence (orange circle), first, please check that you are connected to Wi-Fi (usually found on your device by navigating to Settings > Wi-Fi). Connecting to WiFi improves the accuracy of your GPS location and can resolve your device providing pins outside of your actual location.
Next, be aware that the radius of your assigned geofence may be small and highly specific. If you are sure you're punching from an authorized area, please try moving to a more centralized section of the area and then try to punch once again.
If trouble persists, please contact your Administrator as they can:
Check that the coordinates match the area you're punching from.
Ensure you are assigned to the geofence(s) that you need to be.
Increase the geofence radius as needed.
If you don't know who to contact for further assistance, you can get in touch with Buddy Punch Support, who can provide you with your Administrator's contact information, or reach out on your behalf.
GPS Required Errors
If your employer requires GPS tracking, and your Location Services are not enabled, not working, or if your GPS receiver is nonexistent, you will encounter a "GPS is required" error:
This error means your Administrator requires your location to be captured when you punch in/out, go on break, or switch between jobs throughout your shift, but your device is not currently sharing your location with Buddy Punch. If you're receiving the above error, either your Location Services aren't enabled for Buddy Punch, or your device does not have a sufficient GPS receiver.
Please follow these instructions to enable Location Services in your browser or mobile device.
Feel encouraged to contact your management or reach out to Buddy Punch Support for further assistance, as needed.
Webcam Required Errors
If your employer requires Webcam/Pictures of Punches and your webcam is blocked, not working, or nonexistent, you will encounter a "Webcam is required" error:
This error means your Administrator requires that you capture an image of yourself whenever you punch in/out, start/end a break, or switch between jobs or shifts, but, the device you're using is not allowing Buddy Punch to access your webcam.
First, please ensure your device has a working webcam. If it doesn't, you must use a different device with a functional camera.
Next, please follow these instructions to enable your webcam on some of the most commonly used web browsers.
Or, if using the app, please refer to these steps to switch to the front-facing camera as needed.
Some recommended troubleshooting steps to take when it comes to webcam issues include:
Ensure nothing is covering the lens; toggle any physical privacy shutter.
Close any other apps that might be using the camera.
Reboot your device.
Try a different browser and/or an incognito window.
If you're using a work device and have followed the instructions to ensure your webcam is enabled, but it remains blocked for Buddy Punch, there may be additional restrictions in place by your IT Team. Please reach out to your internal IT Team for more information.
Once your webcam is working, if you need further assistance with using the camera to punch, please follow the steps outlined in this resource: How to Take a Picture When Punching In/Out—Employee (Web/App)
As needed, you can contact your management team or reach out to Buddy Punch Support for further assistance.
Mobile Punch Errors
Depending on the settings set by your Account Administrators, you may receive an error that you're not allowed to punch from a mobile device:
This means mobile punching has been disabled on your account and you can only punch time from non-mobile devices. Please switch to an authorized non-mobile device and try punching again.
For further assistance or related concerns, please contact your Administrator.
If you don't know how to contact your Administrator, please reach out Buddy Punch Support, who can provide you with contact information, or reach out on your behalf.
FAQs
Q: What if I'm encountering an error not detailed above?
A: Please contact Buddy Punch Support with your name, email address associated with Buddy Punch, company name, and a screenshot of the exact error you're encountering and we'll be happy to assist you.