Reference
Troubleshooting
Common problems (login not linked, no shift rostered, location or camera blocked, wrong DMR numbers, payroll without rates, locked onboarding or KYC) with the cause and the fix.
| What you see | Why | Fix |
|---|---|---|
| "Your account is not linked to an employee record and has no attendance access" | The login's email (or mobile number) doesn't match exactly one employee's email | Correct the email on the employee record (and make sure no other employee has it), then Administration → Add member again with the same email and role. It must say Linked to their employee record. |
| "Mobile number or password is incorrect" | Wrong password, or that number isn't anyone's login or on their employee record | Check the 10-digit number matches the Phone on the employee record. The admin can Reset password in Administration → Workspace Members, or add the member again by Mobile number. |
| A guard forgot their password | Mobile logins have no email for a reset | Admin: Administration → Workspace Members → Reset password, then share the new one. |
| After signing up, only an "Approval pending" page opens | New workspaces wait for SecureForce to approve them | Wait for approval (the page moves on by itself), or contact SecureForce. If it says Rejected, the reason is shown on the page. |
| Clients & Sites: Use current location says permission was blocked | The browser isn't allowed to share location | Tap the lock icon in the address bar → allow Location, then press it again; or search the place instead. |
| Clients & Sites: place search finds nothing | The name is too vague or spelt differently | Search a nearby landmark or the area, then drag the pin to the gate; or paste "lat, lng" from Google Maps. |
| Client Portal attendance covers fewer days than the period | Attendance is counted for at most 31 days at a time | Pick a shorter period; the card says which dates were counted. |
| "No shift rostered" on the guard's phone | No roster assignment for today | Attendance → Add roster assignment for today, at the right site. |
| Check in is greyed out, "Turn on location" | Location or camera permission is blocked, or the guard is outside the boundary under Enforce | Tap the lock icon in the address bar → allow Location and Camera; press Refresh location at the gate. |
| "Outside the N m boundary" at the gate | The site's point is wrong, or the radius is too small | Check the site's latitude/longitude (not swapped) and radius in Clients & Sites. |
| The distance is always several km | The site has no latitude/longitude, or they are swapped | Clients & Sites → edit the site. |
| The camera won't open | The browser can't use the camera | Use camera app in the photo window. |
| The photo is "too dark" or "blurry" | The quality check failed | Take again in better light, or Use anyway (marked for the supervisor). |
| Daily report: no Total approved | No approved headcount for that site | Field Attendance → Setup → Approved headcount, after picking that site. |
| Daily report: Deployed is 0 | No deployment at that site on that day | Check the deployment's site, start date, end date and status. |
| A person under "Cover from another post" | Present without a matching deployment | Make the deployment's Role Title match the designation exactly, or add a deployment at that site. |
| Payroll: "N attendance records had no pay rate" | The roster entry isn't linked to a deployment, or the deployment has no pay rate | Edit the roster entries (Deployment) and the deployment (Pay Rate), then Generate again. |
| Payroll skipped rows as locked or approved | That period is already approved or locked | Generate a different period, or un-approve the drafts first. |
| An onboarding step is locked | The step above isn't complete | Complete it; required documents must be uploaded and verified. |
| Onboarding: "No document types configured" | No document types yet | Employees → Document Types → Add document type, or start a KYC case (it adds the standard ones). |
| KYC: can't set Aadhaar or PAN to Verified ("Not captured yet") | The number hasn't been entered or is invalid | Type the 12-digit Aadhaar or 10-character PAN in the check, then set Verified. |
| KYC: Clear for deployment is disabled | A mandatory check is outstanding or failed | Hover the button to see which; resolve it. |
| A new client or site is missing from a dropdown | Dropdowns load when the page opens | Reload the page. |
| A supervisor or customer sees every site | They have no data scope | Administration → Data Scopes → Assign scope. |
| Bulk import: "Could not find the 'laptop_id' column" | The database is missing a migration | Ask the administrator to apply the latest database migrations. |