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Why does mobile time or status disagree with the web app?

Resolve time and status mismatches by uploading pending mobile punches, refreshing cached data, and verifying the server record in web Time Detail.

Use this when CURRENT SESSION, My hours, Today's schedule, or Who's working on a phone does not match the web portal.

Applies to: Managers investigating time or status differences. Employees can complete the mobile checks, but managers need web timekeeping access to verify or correct a record.

Why the Screens Can Disagree

The mobile app combines server data with information stored on that phone. The screens do not all refresh from the same place at the same time:

  • CURRENT SESSION uses the phone's stored open check-in and runs a local timer.
  • Today's schedule combines schedules cached on the phone with status information loaded for the selected date.
  • Who's working opens a screen titled Users and requests each user's current or latest server check-in. If that request fails, the app can fall back to a saved user list without live check-in status.
  • My hours requests time entries from the server. It can show rounded, adjusted, or expected times instead of matching the second-by-second CURRENT SESSION timer.
  • Web Time Detail shows the server's time-entry records and is the best admin view for payroll review, corrections, punch method, and recorded GPS information.

The app also keeps its local schedule, location, assignment, and settings data updated in the background while it is connected. A screen that was already open can still show its previous state until it is refreshed or reopened.

Check the Mismatch in This Order

1. Upload Any Pending Mobile Actions

On the employee's phone:

  1. Connect to the internet.
  2. Open HOME.
  3. If the app says You have [number] items to sync, tap that banner.
  4. Tap Sync all items.
  5. Wait until the pending count clears. If an item reports an error, do not assume it reached the server.

An offline check-in or check-out can change the phone immediately but remain absent from the web until it uploads. The app normally retries when the connection returns, but a failed item stays pending.

Do not repeat the same punch while it is pending. Repeating it can create a second entry after the first one eventually uploads.

2. Refresh the Phone's Copy of Server Data

Uploading pending items and refreshing cached data are separate actions.

  1. Open MORE > Sync.
  2. Tap Sync.
  3. Wait for the button to stop loading and for Nice job. Thank you!
  4. Return to the affected screen. Reopen it, or tap the refresh icon in MY JOBS if one is shown.

This refresh pulls a current server snapshot, including the server's current open check-in. If the server has no open check-in, the refresh should clear a stale CURRENT SESSION state.

If Sync shows Error syncing offline data, confirm the connection and try again before comparing the phone with the web.

3. Verify the Server Record on the Web

  1. Open Time Tracking > Time Detail.
  2. Filter to the employee and the date in question.
  3. Compare the exact check-in and check-out timestamps, location, punch method, and whether the entry is still open.
  4. Open the entry when you need to review its stored check-in or check-out GPS point and reported accuracy.
  5. Correct or approve time only after the pending mobile queue is empty and the phone refresh has completed.

After pending punches have uploaded, use web Time Detail as the payroll record. A phone screenshot or colored schedule status by itself is not enough to decide whether someone worked.

If the phone says an employee is clocked in but Time Detail has no open entry after these checks, treat the phone display as stale. Do not clock the employee out or make a conduct decision based only on that display.

What Specific Differences Usually Mean

The phone is clocked in, but the web is not

  • An offline check-in may still be in You have [number] items to sync.
  • CURRENT SESSION or a previously opened Users or schedule screen may be stale.
  • If there is no pending item and a completed MORE > Sync > Sync does not fix it, the server record in Time Detail is the record to use.

The phone is complete, but the web is still clocked in

  • An offline check-out may still be pending.
  • The phone can close its local session before the server receives the check-out.
  • If the queue is empty but Time Detail still shows an open entry, a manager should correct the server entry using the actual time worked.

Today's schedule says In Progress, but Who's working says complete

These views answer different questions and load separately. Today's schedule starts with planned work for a date; Who's working uses current or latest check-in records.

A phone, SMS, manager, or web punch can also update time without immediately matching the status on a particular scheduled card. If syncing does not make the status chips agree, compare the actual entry in Time Detail instead.

CURRENT SESSION and My hours show different totals

CURRENT SESSION is a live elapsed-time counter. My hours is built from server time entries and can apply company timekeeping rules, including rounding, adjustments, or expected shift times.

Compare the entry's check-in and check-out timestamps in Time Detail. A small difference between the live timer and My hours does not by itself prove that payroll is wrong.

The time is off by hours or appears on another day

  • The phone chooses Today's schedule using the phone's current local date.
  • Offline punches save the phone's date and time and upload them later. Turn on automatic date, time, and time zone in the phone settings.
  • Today and pay-period totals can use the company's configured workday start. An overnight shift may therefore belong to a different workday than the phone's calendar date suggests.
  • If every entry at one location is off by the same number of hours, ask an administrator to verify that location's address, map pin, and time zone.

Check these items especially after travel, daylight-saving changes, or manually changing a phone's clock.

The phone's GPS and the web Geo result look different

The app records a GPS point and accuracy when it performs a location-enabled check-in or check-out. The web map and Geo result show that stored punch-time reading compared with the location pin and geofence—not the employee's current location.

Indoor signal, battery-saving settings, or a low-accuracy reading can move the recorded point. Punches made by another method may have no mobile GPS point. Review the entry's punch method, map, and accuracy together.

If the Difference Remains

Before reporting the problem, collect:

  • The employee, location, and date
  • Which two screens disagree
  • The exact times shown in web Time Detail
  • Whether You have [number] items to sync is still visible
  • The Clean Smarts app version shown at the bottom of MORE
  • Whether the punch was made in the app, by phone or SMS, by a manager, or on the web

Keep the app updated. A mismatch that remains after the pending queue is empty and MORE > Sync > Sync succeeds may be a display or status-linking problem that needs investigation.

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