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 troubleshooting steps you can take on your own for any errors you may encounter.
After following the steps, if 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. Please make sure Caps Lock isn't on.
Ensure you're using your username in the username field, as it may not match your email address. If you're unsure of your Buddy Punch username, follow these steps to retrieve it. Be sure to enter your email address when requesting your username.
If you're unsure of your Buddy Punch password, 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.
If you're not sure who your Administrator is, please get in touch with 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 reactivate your account easily.
Account Administrators handle user management, so Buddy Punch Support doesn't have visibility into why your profile may be inactive and cannot 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 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 that 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 the IP address your device is connected to in brackets.
If you're punching from a mobile device, please note that cellular providers regularly rotate the IP addresses associated with their networks. When punching from a mobile device, please be sure to connect to your office WiFi network to punch from the allowed IP Address.
If the issue persists after confirming you're on your company's network, it's 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 specific device(s) for both logging in and punching time, and you're accessing Buddy Punch from an unauthorized device.
If you are unsure which device(s) are authorized for your account, please contact your Account Administrator for further guidance. 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.
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 the time window specified by the Account Administrator. Receiving the above error means you are outside the limits set by the Account Administrator for when punching is allowed.
If you still need to punch time even though it's outside the limits in place, or have questions about the Punch Limiting rules, please get in touch with your Administrator, who can advise you further, or 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 won't include GPS data to confirm the punch is within a geofence, so please use 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 are not located within the geofence radius set by your Administration.
If you know you are inside the Geofence, but your pin on the map view shows you outside the established Geofence (orange circle), first, please try connecting to WiFi in the area. This will result in your device using the WiFi's GPS coordinates instead, and may result in a more accurate reading.
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 move to a more central section and try punching again.
If trouble persists, please get in touch with your Administrator, as they can:
Check that the coordinates match the area you're punching from.
Ensure you are assigned to the Geofence(s) you need.
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 doesn't 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 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 get in touch with your Administrator.
If you don't know how to contact your Administrator, please reach out to Buddy Punch Support, who can provide you with contact information or contact your Administrator on your behalf.
FAQs
Q: What if I'm encountering an error not detailed above?
A: Please get in touch with 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.