Troubleshooting

The most common issues and how to fix them.

Messaging

An employee says they didn't get an SMS

• Check the employee's phone number is correct (right country code).
• Confirm they're marked as APPROVED, not PENDING.
• Make sure they aren't on weekly skip.
• On the messages page, search their phone — if you see "Waiting on manager to approve", approve them.

Employee replied but Clockin didn't understand

The AI handles most plain-English replies. If a message fails to parse, the employee gets a clarifying reply and the original is still saved — you can read it on the Messages page and enter their availability manually.

Employee works at two venues — wrong one got their message

Have them text switch from their phone. Clockin will re-prompt which venue they want to talk to.

Roster generation

Generate produced empty shifts

Usually means there isn't enough submitted availability to cover demand. Check who hasn't replied yet, follow up with them, then regenerate. You can also fill manually from the grid.

Roster looks wrong — wrong dates

Check your cutoff day in Settings. The schedule week starts the day after cutoff. If cutoff is Thursday, the week runs Friday–Thursday.

Need more help?

Email support — we usually reply within a business day.