How to fix NoahFace clock events not flowing through into Employment Hero Payroll?

This article takes a look at troubleshooting some common issues when using NoahFace with Employment Hero Payroll

Why aren’t my timesheets flowing through to Employment Hero Payroll?

Most issues with NoahFace events not being sent into Employment Hero Payroll can be traced to one of two causes:

• Employees not being granted kiosk access, and
• Manually entered timesheets

Below we explain how to identify and address each issue, as well as how to stop them from happening in the future.

Employees missing kiosk access

Cause

Employees who haven’t been granted kiosk access in Employment Hero Payroll won’t have any clocking events sent into Employment Hero Payroll from NoahFace.

Indicators

This issue can be identified by opening Employment Hero Payroll, navigating to Payroll Settings > Time and Attendance and selecting Employee Access. Any employees that are shown as Not Enabled won’t have their timesheets pushed through from NoahFace.

How to fix it

This issue can be addressed by granting each employee access to the time and attendance kiosk (tick the employee and select Grant Access).

Note that at this point the employee will receive an email containing a PIN. This PIN is not needed (as it applies toEmployment Hero Payroll rather than NoahFace) and can be ignored.

Once access has been granted, the previous clocking events can be sent into Employment Hero Payroll by opening the NoahFace dashboard, navigating to Access points > Notifications, clicking the 3 dots next to the notification and selecting Retry.

How to stop it from happening again

To prevent the issue from occuring in the future, kiosk access should be granted when onboarding new employees.

Manually entered timesheets

Cause

Employment Hero Payroll doesn’t allow employees to clock out when they already have a timesheet dated after their “clock in” time. This could occur during the setup process, when NoahFace is being used at the same time as manual timesheets, or when employees forget to clock out and timesheets are manually added to Employment Hero Payroll for them.

Indicators

This issue can be identified by checking Employment Hero Payroll’s Live View report (Reports > Live View) for any employees that are stuck in the “clocked in” state. These employees will appear at the bottom of the Attendance section, with a red message that they have been “Employee is still clocked in after X days”.

How to fix it

First the “clock in” in Employment Hero Payroll needs to be discarded. This is done from the Live View report, by selecting the employee under Attendance then clicking Discard Shift.

Next, any events in NoahFace that were affected by the error and are prior to the most recent timesheet in Employment Hero Payroll must be deleted. This is done by opening the NoahFace dashboard, navigating to Events, selecting Filter and changing Show to Events with notification errors (you may also need to change the Date range depending on how long the issue has persisted for). You’ll then see a list of events with errors.

Delete any events for the affected employees that precede the most recent timesheet in Employment Hero Payroll, by clicking the image of the relevant event, then pressing the delete icon.

If the employee also has clock events in NoahFace that took place after their last timesheet in Employment Hero Payroll, you can resend them (after performing the above fix), by navigating to Access points > Notifications, clicking the 3 dots next to the notification and selecting Retry.

How to stop it from happening again

Instead of adding timesheets directly in Employment Hero Payroll, the clock in/out events should be added through NoahFace. This can be done by opening the NoahFace dashboard, navigating to Events, selecting Add Event.

Enter the relevant details and pressing Add.

Below is a full list of the error codes that may be shown: