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Why am I seeing times that are off by a fixed number of hours?

Fix issue, message, and check-in timestamps that show the right minutes but the wrong hour—usually a location timezone or unassigned phone check-in number.

If a timestamp for an issue, message, or check-in looks like the minutes are right but the hour is shifted from local time, Clean Smarts is almost always converting that event with the wrong timezone. Activity tied to a location is shown in that location's local time.

Applies to: Account administrators and managers with Locations (Edit). Phone check-in assignment also needs Timetracking (Edit) if you are fixing an entry from Time Detail.

Cause 1: The Location Timezone Is Wrong

When you create or update a service location, Clean Smarts detects a timezone from the address and map pin. If the address is incomplete, ambiguous, or the pin is in the wrong place, the detected timezone can be off—and every related timestamp shifts by a fixed number of hours.

In the current web portal you can also set the timezone directly.

  1. Open Manage Locations from your profile menu in the bottom-left corner, or press Ctrl/Cmd + K and search for Manage Locations.
  2. Open the location with the incorrect timestamps.
  3. On the General tab, confirm Service Location is on (address, map, and timezone only appear for service locations).
  4. Fix the geography and/or the timezone:
    • Correct the address (pick a suggestion from the list when possible), or drag the map pin to the real site.
    • Open the Timezone dropdown and choose the correct timezone for that site if the automatic value is wrong.
  5. Click Save Changes.

New activity at that location should now display in the corrected local time. Existing rows keep the times that were stored; if a past check-in still looks wrong after you fix the location, edit that entry in Time Detail or contact support if you need a bulk correction.

Cause 2: Phone Check-in From a Number Not Assigned to a Location

If someone clocks in by phone and the caller ID number is not saved under any location's dial-in phone numbers, Clean Smarts cannot attach the entry to a location timezone. Until the number is assigned, the time can reflect the server clock instead of the site's local time.

To assign the on-site number for future calls:

  1. Open Manage Locations and select the location.
  2. On the General tab, find Phone Numbers / Dial-in phone numbers.
  3. Click Add Phone Number and enter the landline (or other) number cleaners dial from at that site. You can add more than one.
  4. Click Save Changes.

If an unknown number already produced a check-in, open Time Tracking → Time Detail, find the entry, and assign it to the correct location so the phone number is linked going forward.

For the full dial-in setup (whitelisted numbers vs. location PIN), see How do I set up landline telephone clock-in?.

Tips and Troubleshooting

I don't see Address, Timezone, or Phone Numbers. Those fields only appear when Service Location is on. Turn the toggle on, save, then reopen the General tab.

I fixed the address but the timezone is still wrong. Use the Timezone dropdown on the same General tab and save again. The helper text under the field is there for this case—auto-detect is a starting point, not a lock.

Only one location's times are wrong. That usually points to that location's address/pin/timezone, not a company-wide setting. Company timezone (in company settings) does not override a service location's timezone for location-scoped activity.

Mobile and web disagree by the same offset. Check the location timezone first. If both clients show the same wrong hour for that site, the location record is the source of truth.