Make sure they have location permissions enabled both in the web browser and in the mobile settings, if you have the option to require coordinates activated.

How to enable location permissions

• On web: the employee should click the padlock icon in their web browser, next to the Sesame URL, and in the menu, allow access to "Location".
   
• On the app: the employee should go to their phone's Settings >> search for the Sesame app >> Location and select the "Allow while using the app" option.
   

Check that employees are entering their access code and PIN correctly. How?

1. In the side menu, go to the Employees section.
2. Find the employee and open their profile.
3. In the "Access" tab, you will find the "Access code" and "PIN" fields.
4. Verify that they are entering the current PIN correctly, or assign a new one if necessary.

⚠️ Remember to save all changes using the "Save changes" button.

If the employee clocked in/out but the record does not appear, or there are open clock ins without a corresponding clock out:

1. Verify that the device had a stable internet connection at the time of the clock in/out.
2. Check whether the employee has open clock ins from previous days that have not been closed. The system processes automatic closures with a delay: if the automation was activated today, the first closure will occur 24 hours later.
3. If the clock in/out was left in a blocked state, the system will have recorded it in the incidences log. Contact our support team with the employee's ID and the date of the affected clock in/out.