Support from people who know the product

Nine times out of ten they are outside the site's geofence, or location permission is switched off for the app on their phone. Ask them to move inside the boundary and check that Secure360 has permission to use location. If it still fails, they should carry on with the shift and call the control room — a manager can add and approve the clock time afterwards, and the record will show it was corrected.

Open the shift in the attendance approval screen, adjust the time and save. The original and the correction are both retained, so your audit trail stays intact and payroll uses the approved figure.

Add the contact against the client record and give them portal access. They will see attendance, activity logs and reports for their own sites only, and there is no extra charge for it.

Check that the guard has a valid email address on their record, that notifications are enabled for them, and that push permission is granted on their phone. If everything looks right, send us the guard's name and the shift date and we will trace the delivery for you.

Start with the timesheet for that period. It shows the hours, the overtime and the charge rate used on every shift, so you can see exactly which line is producing the difference. Usually it is a rate set at the wrong level — a client rate where a site rate was intended.

Yes, and it is included. Send us whatever export you can get out of it and we will map your guards, clients, sites and rates into Secure360 for you.