FAQ and troubleshooting
Plan: All plans
Quick answers to the questions customers ask most. If your problem is not here, raise a ticket from Help & Support (see Plans, billing and support).
Punching and devices
An employee can't punch in from their phone
Check these in order:
- Mobile punch is on for them. In Organization → Employee List, open the employee's row menu and make sure mobile punch is turned on. If it is off, the app shows "Mobile punching disabled".
- Location is allowed. On the phone, location services must be on and the Staff Khata app must have location permission.
- They are inside the geo-fence. If the app says they are outside the allowed radius, they are too far from the office. Check the branch location and radius in Organization → Branch. See Mobile punch.
- Employee login is included in your plan. Employees sign in to the app with their own login. If your plan does not include employee login, they see "Employee login is locked".
A biometric device shows offline
Check that the machine has power and internet, and that its server address is set as shown under How to connect in Device Setup → Manage Devices. Restart the machine after any change. Punches stored while it was offline are not lost: use Data Download → Download data from Devices to pull them for any date range. See Biometric devices.
Tip: Turn on the WhatsApp alert for offline devices in Organization → Company → Notifications, so you hear about it straight away.
Which biometric devices are supported?
Only Realtime biometric devices. Other brands do not connect to Staff Khata.
An employee punched but the time is wrong or missing
Fix it in Time & Leave → Manual Punch, or approve the employee's correction request under Regularization. See Daily attendance.
Accounts and sign-in
I forgot my password
On the sign-in page, click Forgot password?, enter your work email, and follow the code sent to you. Full steps are in Sign up and first login.
An employee forgot their password
The Admin sets each employee's login when adding them. Edit the employee from Employee List to set a new one, or the employee can use Forgot password? with their own email.
I didn't get the sign-up code
Wait for the timer, then click Resend Code. Check your spam folder, and make sure the phone number can receive SMS.
How do I change the language?
Click your profile picture → Language, and pick from 55 languages. Before you sign in, use the language button in the top corner of the page.
Reports and data
An employee is missing from a report
- Check the branch switcher at the top. If one branch is selected, you only see that branch's staff. Choose All Branches.
- Check who you selected to include in the report's filters.
- Check the employee is Active in Employee List, and that their joining date is before the report period.
How do I export a report?
Open the report and use the Export menu to download it as Excel or PDF, or to print it. See Reports.
Why is a menu item locked?
A lock means your plan does not include that feature. Click the plan badge to see your plan, or see the table below.
What happens when the trial ends?
Your account moves to the entry plan. Your data stays. Features your new plan does not include are locked until you upgrade.
Who can do what
HR users sign in to the same admin screens as the Admin. Managers need the Pro HRMS add-on.
| Feature | Admin | HR | Manager | Employee |
|---|---|---|---|---|
| Dashboard | Whole company | Whole company | Own team | Own |
| Company, branches, departments | Yes | Yes | — | — |
| Attendance rules and office time | Yes | Yes | — | — |
| Add and edit employees | Yes | Yes | View own team | Own profile |
| Biometric devices | Yes | Yes | — | — |
| Shifts and roster | Yes | Yes | — | — |
| Daily attendance and manual punch | Yes | Yes | View own team | Own; request corrections |
| Punch in and out | — | — | Yes | Yes |
| Leave | Set up and approve | Set up and approve | Approve own team | Apply |
| Holidays | Yes | Yes | — | — |
| Payroll and salaries | Yes | Yes | — | Own payslips |
| Reports | Yes | Yes | — | — |
| WhatsApp alerts and integrations | Yes | Yes | — | — |
| Plan badge and upgrades | Yes | — | — | — |
| Help & Support tickets | Yes | Yes | — | — |
Which plan do I need
Every new company gets a 15-day trial with everything unlocked. After that:
| Feature | Plan needed |
|---|---|
| Attendance from phones and Realtime devices, daily report, branches, departments | All plans |
| Leave, holidays, overtime, multiple shifts | May need a higher plan |
| Employee login on web and mobile (employee self-service and app punch) | May need a higher plan |
| Weekly, Monthly and Yearly reports, other advanced reports, Access Control, Data Download | Paid plan with advanced reports |
| Payroll, salaries, reimbursements, payslips, government reports | Paid plan with payroll |
| Manager role, company feed, org tree, assets | Pro HRMS add-on |
| Live tracking of field staff | Journey Tracker add-on |
Plan needed: Plans and what they include can change. Click the plan badge → Browse Plans & Upgrade for the current list, and see Billing & Plan for current prices.
Still stuck? Raise a ticket from Help & Support inside the app, or contact us at staffkhata.com/contact.