⏱️Troubleshooting TM Access or Clock In Issues

⏱️Troubleshooting TM Clock-In or Access Issues in Pulse

This article shows how to handle situations where a Team Member (TM) cannot clock in or has incorrect access in Pulse.

⚠️TM Cannot Clock In
⚠️TM Has Incorrect Access in Pulse (Manager Verification)
🚧If the Issue Persists
✅Summary

⚠️TM Cannot Clock In

1) From the Pulse Menu Toolbar, click Back Office and select Management from the drop-down submenu.

2) Log in to the Management app using your Pulse credentials.

3) From the top menu bar, select Daily, then choose Team Member Checkout from the submenu.

4) Locate the Team Member in the list and double-click their name to open the pop-up Time Clock window.

5) If the Clock In button is greyed out, click the Statistics button to review potential issues.

6) If any lines appear highlighted red (Expired) or purple (Missing), a Driver Compliance Form (DCF) must be completed before HR can unlock the driver.

7) If nothing is expired or missing but the Clock In button remains greyed out:

Return to the Pulse Menu Toolbar.
Select Order Entry and wait for it to load.
Click the Time Clock button to display the time clock pop-up window (slightly different than the Management version).
Enter the TM’s login ID, then click OK or press Enter.

8) If the Clock In button is still greyed out, confirm that the proper Position is selected in the top-right corner of the window.

9) If the correct position is selected, no dates are expired or missing, and the Clock In button is still unavailable, the District Manager (DM) must escalate to the IT team.

⚠️TM Has Incorrect Access in Pulse (Manager Verification)

1) From the Pulse Menu Toolbar, click Back Office and select Management from the drop-down submenu.

2) Log in to the Management app using your Pulse credentials.

3) From the top menu bar, select Team Members.

4) Highlight the Team Member in the list, then select the System Access tab.

5) Click the Open Folder icon on the left side of the window to view access levels and details.

6) Use the Employee Class drop-down menu to select the correct access level for the TM.

7) After selection, click the Save (diskette) icon next to the folder icon to apply the change.

8) If an error message appears stating:

then the Team Member making the change does not have a high enough security level. The DM must make the change, or if the access level is DM or higher, the DM must escalate to IT.

🚧 If the Issue Persists

If none of the above steps resolve the issue, continue troubleshooting using related resources or escalate as outlined below.

1) Double-Check Key Points

Confirm the correct Team Member profile is active and assigned to the proper store.
Ensure no red (Expired) or purple (Missing) compliance indicators remain.
Verify the correct position is selected in the clock-in screen.
Confirm the TM’s access level matches their job role under System Access.

2) Escalation Instructions

For Store Team Members:

If the issue remains after completing all steps, contact your District Manager (DM) for further guidance.
Tell your DM you completed all troubleshooting steps and describe the exact Pulse behavior observed.

For District Managers:

1. Review the information provided by the store and confirm all steps were completed.

2. If you cannot triage or the issue is critical/system-wide, follow the Emergency HELP Line Protocol (opens in a new tab) to contact the On-Call Tech.

✅ Summary

Log in to the Management app through Back Office → Management.
For clock-in issues: confirm no expired or missing compliance items and ensure the correct position is selected.
For access issues: update Employee Class under System Access or escalate if restricted.
Store Team Members escalate to their DM after completing all steps.
If the DM cannot triage or the issue is system-wide, they follow the Emergency HELP Line Protocol (not the store Team Members).