"This account is registered to another device"

A company can tie each person to one phone, so that nobody clocks in from a colleague's phone. An admin chooses this for the whole company. Where it is switched on, the first phone you use becomes yours without a question. The screens below appear when the phone changes. Where it is off, you never see them.

You have a new phone#

The app stops on New Device Detected: Your account is currently registered to your old phone, You are now signing in from this one.

What to do. Tap Switch to This Device. This phone takes the place of the old one and the app opens. The screen tells you how many changes you have left: you can switch 2 times in a calendar month, counted in your company's time zone.

You have used both changes#

The app shows Device Limit Reached and does not open on this phone.

What to do.

• Your registered phone keeps working. Use it if you still have it.
• The limit lifts when the next calendar month begins.
• To get in sooner, ask for your device to be released. An admin can do that for anyone. A manager can do it for an employee who shares a location with them.

After a release, the next phone you open the app on becomes yours without using up a change. Only an admin's release also gives back the month's 2 changes.

The phone belongs to a colleague#

The app shows Device already in use, names the colleague and offers Sign Out and a link to this page. One phone belongs to one person, so you cannot take it over yourself.

What to do. Ask an admin to release the phone from that colleague's profile. A manager can do it if the colleague is an employee who shares a location with them. Then open the app again.

The Time clock says this phone is not registered#

This phone isn't registered for your account. Open the app on your registered phone, or ask an administrator to reset it.

Why you see it. In its strictest setting, device binding refuses a clock-in, a break or a clock-out from any phone that is not your registered one.

What to do. Use your registered phone, or ask for a release as above.

If the message reads We couldn't verify this phone. Please try again., the app could not identify this phone. Try again. If it keeps coming back, tell your admin.

"Device verification required"#

The app shows Device verification required with Retry. This is a connection problem, not another phone. The app tries again by itself when the connection returns.

In the milder setting the app opens anyway and shows the banner Device verification failed; using cached approval. You have nothing to do.

Release a device (admins and managers)#

Devices are released on the web, not in the phone app.

1. 1

   Open the person's Personal tab

   Go to Employees, select the person, and open Personal. Find the Device Registration card. A manager sees it only for an employee who shares a location with them.

2. 2

   Release

   • As an admin, select Release & reset allowance. It releases the person's devices and gives back this month's 2 changes.
   • As a manager, select Release device. It frees the phone but does not give back the month's changes. You see Device released. They can register again on their next sign-in.

   The button is there only while the person has a device registered.

3. 3

   Tell the person to open the app

   The next phone they open the app on becomes theirs.

Admins have two more tools on the same card. The bin on a device's row removes that one device and does not give back the month's changes. Allow a second device is for someone who really works from two devices. It cannot be switched off while the person still has two registered: remove one first.