This error can occur if the employee’s ID contains a space, which prevents clocking in or out. The space must be removed before the terminal will work correctly.
How to fix this
Open Employees in the Payroll module.
Double‑click the affected employee.
Select Change next to the Employee ID.
Re‑enter the Employee ID without any spaces.
Allow around 5 minutes for the update to sync to the terminal.
The employee should then be able to clock in or out successfully.
Still not working?
If the employee is still unable to clock in or out after this time, please use our Access Digital Assistant to get support and reference the title of this article.
Include the following details:
The home affected
The employee affected
📌Note: If this message appears intermittently, especially after another employee has just fobbed in, the issue may be related to internet speed, stability, or connectivity. Unfortunately, we’re unable to resolve internet connection issues, but your internet service provider may be able to assist.