GPS & Mileage Tracking Troubleshooting Guide

An employee has started time but they are not showing on Who's Working or they do not have a timesheet:

Typically this is caused when a user starts time without a stable internet or data connection. Once they are in an area where they have service, their tracking information and timesheet will be updated to the web portal.

If you still do not see them after they have entered an area where they have service, have them try the following steps:

1. Make sure they are on the most current version of the app by going to the Apple App Store or Google Play Store and making sure there is not an update available. If they are, have them update the app from there.
2. Make sure that their Tracker Checklist is at 100%. They can find this in the app Settings menu.
3. Go to the app Settings and click Tap to manually sync, then wait a few minutes.
4. If you still do not see them on the Who's Working page, and you have confirmed they have started their time in, have them try clicking the Force Location button in the upper right corner of the Timeero app. 
   
   

The Who's Working page is showing that an employee hasn't moved their entire shift:

If an employee has clocked in but hasn’t moved, check that they started their time through the mobile app, not the web portal. Go to Time & Mileage, click the eye icon next to the timesheet, and ensure the "In Source" doesn’t say "Web App".

If their clock in time shows correctly from the mobile app, follow the troubleshooting steps above.

A timesheet is showing 0 miles after starting time and driving all day:

The easiest solution is to go to your Users page in the admin web portal and make sure that you have mileage tracking turned on for that employee. 

You can edit this by clicking the blue pencil icon to "Update User" then making sure Track User's Location and Track Mileage are both selected.

If you’re still not seeing mileage on an employee’s timesheet, try the following steps:

• If you’re using jobs, go to the Jobs & Tasks page and click the pencil icon next to the job they are starting time on to Update Job. Make sure Track Mileage is checked.

• Confirm the user is starting time from the Timeero app and not the web portal. We can only track mileage and location when the mobile app is used.

• You can block users from starting time on the web portal by going to Company Settings > General and toggling the setting on.

1. Check the speed threshold for mileage tracking in Company Settings > General. We recommend setting it to 4.47 mph as that is faster than the average walking speed, so it should only calculate speeds over that threshold.
2. Make sure that their Tracker Checklist is at 100%. They can find this in the app Settings menu.

An employee's route map shows a long gap between breadcrumbs:

GPS & Mileage tracking may be interrupted and show a long straight line between breadcrumbs if an employee does any of the following actions:

• Force closes the app, by swiping up and out of it.
• The user logs out of the mobile app while time is started. Time tracking will continue, but GPS will stop.
• The Tracker Checklist settings are not at 100%.
  • You can see if any of these settings have been changed in Company Settings > Tracker Checklist. A new entry will be made any time an employee changes the settings on their phone, with the most recent being towards the top. 
• The employee has started a break time
  
  

How can I make sure that my employees are set up to have the most accurate tracking?

Admins can access the Tracker Checklist Log in Company Settings > Tracker Checklist. It shows changes made on a user’s device and can help identify issues affecting location or mileage tracking.