Employee Worked but Attendance Shows "Absent"

Scenario

Customer reports:

"The employee worked today, but attendance says Absent."

Common cause

The employee may have been working through the desktop tracker while the customer is checking a mobile attendance view.

TeamTrace's January 2026 update specifically states that mobile attendance is intended for field employees and that a non-field employee running the tracker only on desktop can appear absent in the mobile app.

Troubleshooting

1. Identify whether the employee is a Field Employee.
2. Determine which device was used:
   • Mobile
   • Desktop
   • Both
3. Check Punch In/Out.
4. Check Field People Timesheet.
5. Check synchronization.
6. Check attendance thresholds.
7. Compare the raw work record with the calculated attendance status.

Resolution

If the employee worked through desktop tracking and the customer is viewing a mobile-specific attendance status, explain the product behavior.

If raw Punch In/Out records exist but the calculated attendance is incorrect, escalate.