Attendance Is Missing or Wrong
A day is marked absent when the person was at work, or the in and out times do not match reality.
Correct a day through regularisation, not by typing over it. A regularisation is a record with a reason and an approver, and it survives every later reprocess of that date. A direct edit does not: the next recompute rewrites the day from the raw device logs and your correction disappears without warning. If several days are wrong at once, fix the underlying cause first (a user mapping, a shift assignment or the device timezone), then recompute the range in one go.
Work through these in order
Cheapest first. Each step says what you should see if it worked, so you can stop as soon as it does.
Decide whether it is one day or a pattern
One person on one day is a regularisation. Everybody on one device, or one person across weeks, is a configuration problem and regularising each day by hand will not hold.
You are fixing the cause rather than the symptom.
Raise a regularisation for a single day
The employee opens the date on their attendance, requests the correct first-in and last-out times, and gives a reason. The reason is required.
The request appears in the manager and HR queue.
Approve it as manager or HR
Review the queue and approve, adjusting the times if you know the real ones. A rejection needs a note, which the employee sees.
The day is rewritten with the approved times and counts for payroll.
For a pattern, fix the cause and recompute
Correct the device user mapping, the shift assignment or the device timezone first. Then recompute the affected date range from the device.
The whole range is rebuilt correctly in one pass.
Reopen the payroll period if it is already closed
Recomputing dates inside a paid period does not reissue payslips. If payroll has already run on those days, reopen the period so the numbers follow the corrected attendance.
The payslips for that period recalculate against the fixed attendance.
What the system does
- Regularisation
- survives a recomputethis is the reason to prefer it
- Direct edits
- overwritten by a recomputesilently
- Nightly reprocess
- 1:30 AMthe previous day, every device
- Self-approval
- blockedsomebody else has to approve, including for HR
Still stuck? Send us this
Include all of it in the first message and the first reply back is usually a fix rather than a question.
- The employee name and the exact dates.
- What the sheet shows now, and what it should show.
- Whether the punches came from a device, the mobile app, or an import.
- Whether the payroll period covering those dates is still open.
Asked most often
It was almost certainly typed directly onto the day rather than raised as a regularisation. A later reprocess rebuilds the day from the raw punches and has no way to know a human meant to override it. Regularisations carry that intent, so they survive.
The date is usually inside a closed payroll period. Reopen the period first, then raise the request.
No. Self-approval is blocked for everyone, so a second HR user or an admin has to sign off. That is deliberate: the whole value of the record is that somebody else agreed to it.
A later device log for that day replaces the manual times. If the device is sending wrong times, fix the device before regularising, or you will be correcting the same day repeatedly.
Screens, labels and limits change between releases. If something here does not match what you see, tell us and we will correct the page.
Related guides
- Biometric Device Not Syncing PunchesThe device status reads offline, or it reads online but no attendance appears against your employees.
- Mobile Clock-In Is BlockedYou tap Clock in and the app refuses, usually with a message that starts Clock-in blocked.
- Payroll Will Not Calculate, or the Totals Look WrongThe run refuses to calculate, somebody is absent from the period, or the payslips come out as zeros.
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