Chapter 17
Troubleshooting and FAQ
Quick answers to the questions owners and managers ask most.
An employee is at work but can’t check in.
The app says how far they are from the workplace. If they really are there, check the workplace location in SettingsPhone check-in and consider a larger radius (100 to 200 m). Ask them to turn on precise location.
An employee got a new phone.
Approve it under SettingsPhone check-inNew phones to approve. With fingerprint or face check-in, they set it up again on the new phone.
An invite link doesn’t work.
Links work once and expire after 7 days. Open the employee’s page and choose New invite link.
An employee forgot their password.
Open their page and choose Password reset link, or let them sign in with a text message code if that is turned on.
Someone forgot to punch out.
Stafrix closes the day automatically and pays up to the shift end. Review it under AttendanceForgotten punch-outs.
A punch is at the wrong time.
Open the person’s calendar, tap the day and correct the punch. The change is logged.
Overtime isn’t showing in pay.
Overtime waits for approval by default. Approve it under AttendanceOvertime, or turn approval off under SettingsOvertime & fines.
A payslip amount looks wrong.
Open the payslip and read Why this amount. It lists every unpaid day, rule day and deduction with dates. Check the payroll checks and any pending approvals for that month. If the month is closed, an admin reopens it before correcting anything.
A day shows as late although the person was on time.
Check their shift and its Late after grace, and the time zone under SettingsCompany details.
“You’ve reached your plan’s limit.”
Deactivate people who have left, or move to a larger plan on SettingsPlan & billing.
Nothing can be changed and a banner says read-only.
The trial or plan has ended. Choose a plan on SettingsPlan & billing; everything comes back as it was.
I can’t see Payroll or salaries.
Only owners and admins see pay. Ask the owner to change your role.
The dashboard shows an error with a reference code.
Reload the page. If it happens again, send the reference code to support.
Report a problem or request a feature
Use Report a problem or Request a feature on the dashboard, in Settings or in Intelligence. It goes straight to the Stafrix team. You can also email support@stafrix.com, or see every way to reach us on the contact page.
Still stuck?
Write to us and a person from the Stafrix team will answer.