Employee Guide

Troubleshooting & FAQ

The problems people hit most, and the quickest way past each. Most have a fuller guide behind them — follow the links.

I can't sign in

No welcome email? New accounts only get one once HR has formally hired you. Ask your HR team to resend it.
Reset or login link won't work? Reset links expire after 60 minutes — request a fresh one with Forgot Password?
Forgotten password? Use Forgot Password? on the login screen; there's no separate change-password screen once you're in.
Signed in but nothing's there? Your account may be set to No Access — your HR team controls that.

Full walkthrough: Signing In & Your Password.

The time clock won't let me punch

The most common cause is location. If your division requires it, TriblockHR checks where you are when you clock in:

"User coordinates are required" or a location error means your browser hasn't shared your location. Allow location access, or use the mobile app, which is more accurate.
If you're outside your work location, most companies refuse the punch and tell you how far away you are. Where your company allows off-site punching, it goes through flagged for review instead, and your manager and HR are notified. If you're legitimately off-site and being refused, ask your manager — whether off-site punches are accepted is an account setting.
Forgot to punch entirely? You can't edit it yourself — your manager or HR corrects it.

See Clocking In & Out and Fixing a Missed Punch.

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A clock-in refused for location

Screenshot from a demo account: the dashboard time clock showing a refused punch. Either case works now — no location shared at all, or (with Accept punches from outside the geofence? off, the default) a punch from outside the fence, which shows "Denied: You are currently … away from …". The second is the more useful shot since it names the distance. Annotate the error message and the clock-in control. App viewport only.

Save as: troubleshooting__index__shot1.png

My timesheet is stuck, or was sent back

Stuck on "Pending Approval"? It's waiting on your approver — your direct manager in the reporting line. There's no automatic timeout, so if it's been a while, remind your manager or ask HR to check.
Don't know who approves it? It's the manager on your employment record. If that's blank or wrong, that's usually why it's stuck.
It was denied? Open it to read the reason, fix the hours, and resubmit — a denied timesheet can be edited and sent again.

See Your Timesheet.

I can't see my payslip yet

Payslips only become visible once payroll has published the pay run — not when it's still being prepared or merely approved. If it's past payday and your payslip isn't there, ask payroll whether the run has been published. This is by design, not a fault.

See Getting Payslips & Tax Certificates.

My pay went to the wrong (old) bank account

Bank-account changes take effect immediately, but only for pay runs that haven't been sent to the bank yet. If a change was made too close to payday, that period's pay had already gone to the old account. Update it again with a few days' lead time before the next run. See Updating Your Bank Account.

My pay is different this month

Usually it's a deduction, an overtime change, unpaid leave, or a proration — and you can spot which on the payslip itself. Walk through it in Why Is My Pay Different This Month?

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When something's stuck waiting for approval (2 min)

Screen recording on a demo account: show a timesheet in Pending Approval, point to where the approver (the direct manager) is determined, then show a denied request with its reason and the resubmit step. Use seeded demo data only.

Save as: troubleshooting__index__vid1.mp4

For administrators

A spreadsheet import keeps failing? Almost always a template, email-match, or cell-format issue. Re-download the template, match people by their work email, and format number cells as Number (not Percentage). See Bulk Imports, All of Them.
Getting staff back into their accounts — resending welcome emails and password resets — is covered in Login & Account Security.

Still stuck? If none of the above fixes it, your own HR or payroll team is the fastest route — they can see your account and the records behind it. This help center explains how the system behaves; they can act on your specific case.

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