Resolve Time Clock and POS Access Issues

How can I resolve clock in, clock out, and POS access issues for employees?

Employee clock-in and POS access issues are usually a symptom of a larger problem. To prevent any issues with clocking-in, it is encouraged to regularly review and update employee profiles to prevent expired accounts or mapping errors, and ensure POS codes are managed properly and align with employee IDs. If an employee had trouble clocking in and needs their time entry adjusted, see Edit Employee Time Clock Entries.

Some of the reasons clock-in or access issues can occur are:

• An expired Toast Web profile
• Mapping issues between Toast Web and Payroll
• Duplicate Toast Web profiles
• Using an incorrect POS access code
• Terminal or location-specific syncing issues
  
  

If an employee's profile has an Expired badge on it:

1. In Toast Web, navigate to the Employees > Employee Management > Employees. 
2. Resend the invitation email for the employee to update their access. For more information, see Grant or Remove Toast Web Access for Existing Employees.

If an employee has a Toast Payroll profile, but does not have a Toast Web profile:

1. Navigate to Toast Payroll > Profile > User Account. 
2. Locate the employee profile and ensure it is not archived. Add an email address to the employee profile. This should trigger automatic creation of a Toast Web profile.
3. If the Toast Web profile is not automatically created, manually create one and map the employee. To learn more, see Toast Payroll: Manage Employee Mapping.
4. Ensure the profile is assigned a POS access code.
5. If you are still having issues with employee mapping:
   1. Verify the employee's status in Toast Web and ensure there is only one active profile per employee.
   2. If the profile is mapped to an archived Toast Web profile, unarchive the Toast Web profile or create a new Toast Web employee profile if needed. 

To fix clock-in issues caused by an incorrect POS access code:

• Update or verify the employee’s code and reset it if necessary.
  
  

For persistent clock-in problems:

1. Archive the employee profile and recreate the profile.
2. Assign a fresh POS access code and ensure all permissions are accurate.
3. If you use Toast Payroll and you just created a new profile, ensure the two profiles are mapped.

For terminal-specific issues:

1. Have the employee try to clock in from a different terminal.
2. Fully log out of the POS system using the menu's upper-right corner and then log in again. For more information, see Log Out and Into Another Location in the Toast POS App.
3. Force stop the Toast POS app and clear its cache to resolve persistent errors. For more information, see Get Help With the Toast App on the POS.
   
   

For location-specific issues:

1. Navigate to Toast Web and confirm the employee's job roles and access permissions are configured correctly for that location.
2. Verify the POS access code assigned to the employee.
3. Ensure all changes have been published and have the employee try to clock in again.