The most frequently reported issue in the entire system. This article is split into two parts: what employees can do themselves, and what administrators need to check.
Employees — try in this order
- Check the Location permission. Go to your phone's Settings, find the Tanca app; the Location permission must be set to While using the app or higher.
- Check that your phone's location services are turned on — not the app's permission, but the phone's general GPS switch.
- Move to an open area. Indoors, basements, and spots between tall buildings all distort location. Move near a window or go outside and try again.
- Wait 10–20 seconds for the phone to pick up a signal, then tap again.
- Turn off battery saver mode — many phones reduce GPS accuracy when the battery is low.
- Close the app completely and reopen it.
- If it still doesn't work, submit an explanation request (article B6-23) and notify your manager. Don't ask someone else to clock in for you.
Don't stand at the door tapping over and over. Submitting an explanation request takes less than a minute and resolves it for good. Then let HR know so they can check the configuration — if the error is in the system, you are not the only one affected.
Administrators — check in this order
| Step | What to check | Where |
|---|---|---|
| 1 | How many people are reporting the error? One person points to a device problem; many people point to a configuration problem. | Ask the department managers |
| 2 | Has the GPS clock-in location been configured, and is the address correct and detailed enough? | Time & Attendance › Settings › Phone › GPS tab |
| 3 | Is the GPS location assigned to the employee's correct primary branch? | Same screen as above |
| 4 | Is the employee assigned to the correct branch in their profile? | Employee profile › Job tab |
| 5 | Has the Disable phone clock-in toggle been turned on by mistake? | Time & Attendance › Settings › General |
| 6 | Does this person need the Clock in from anywhere option? | Employee profile › Time & Attendance tab |
The branch address in Settings › Company is not the clock-in coordinates. GPS locations are separate records in Time & Attendance › Settings › Phone › GPS. This is the most common mix-up when troubleshooting this issue.
When to switch methods
- Office in a high-rise building, GPS is constantly wrong → switch to WiFi.
- Field employees constantly reported as outside the area → enable Clock in from anywhere for that group only.
- Warehouses, basements, weak-signal areas → enable Offline clock-in.
- Many people entering and leaving through one entrance at the same time → consider an AI Camera.
