Ask Better Questions First
Support Questions
30 common support questions with the first checks, evidence, and decision points needed to move an issue forward.
Showing 30 of 30 resources
Resource 01
Why can a manager see some employees but not others?
Visibility is normally controlled by People Access, organization groups, Hyperfind logic, transfers, and effective dates. Start by comparing one visible and one missing employee on the same date.
Resource 02
What is the difference between a Function Access Profile and a Display Profile?
Function Access controls what actions a user is permitted to perform. Display Profile controls which pages, tiles, and navigation experiences the user can see. A user may see a page but still lack permission to act.
Resource 03
Why is an employee showing as unscheduled when they have a shift?
The punch may not align to the schedule because of date, time, job, location, transfer, publication status, or tolerance settings. Compare the exact scheduled segment with the worked segment.
Resource 04
What should we check before editing a missed punch?
Confirm the employee attempted the punch, review audit and device evidence, validate date/time/location, and use the approved comment or reason code. The edit should solve the employee record without hiding a recurring device or access problem.
Resource 05
Why do timecard totals change after calculating?
Calculation applies work rules, rounding, deductions, overtime, paycode rules, and historical corrections. Unsaved edits or changed transfers can also change the result.
Resource 06
When should a manager mark an exception as reviewed?
Use review only when the exception is understood and no data change is required. Do not use it to clear a missed punch, incorrect schedule, or policy violation that still needs action.
Resource 07
Why did a meal deduction cancel automatically?
An attestation response, manager edit, configured rule, or transferred work rule may cancel the deduction. Review the shift detail and audit history before restoring it.
Resource 08
What is the difference between All Home and Transferred In Hyperfinds?
All Home focuses on employees assigned to the manager’s home population. Transferred-in searches add employees who worked or were scheduled into the manager’s authorized area during the selected timeframe.
Resource 09
Why is a transferred employee missing from a report?
The report may use home population only, an incorrect timeframe, or a filter that requires both location and labor-category transfer. Test with the standard transferred-in Hyperfind.
Resource 10
Why can an employee punch on mobile but not the web?
Mobile and web can use different access methods. Mobile commonly depends on GPS and geofencing; web may depend on browser support, network location, Known IPs, or a web-specific profile.
Resource 11
Why can an employee punch on the web but not mobile?
The user may lack mobile access, precise location may be disabled, the device may be outside the geofence, or the mobile tile/profile may differ from web.
Resource 12
How large should a geofence radius be?
Use the smallest radius that reliably covers legitimate work areas after onsite testing. Do not solve poor coordinates or multi-floor accuracy by expanding the radius without evaluating offsite punch risk.
Resource 13
What evidence is needed for a disputed location-based punch?
Capture employee, time, device, punch source, location response, Known Place, network state, and audit history. Avoid relying only on a screenshot from the employee.
Resource 14
Why is a timecard read-only?
Common causes are manager or employee approval, payroll sign-off, lockout dates, closed periods, missing edit access, or historical correction requirements.
Resource 15
What is a historical correction?
It is a controlled edit to a closed or signed-off period. The system retains the original and corrected result and may post the financial or hour impact into a later period depending on configuration.
Resource 16
Why can’t a manager remove approval?
The user may lack permission, the period may be signed off or locked, or the approval may belong to another role. Removing approval should be documented because it reopens previously accepted time.
Resource 17
Why is a paycode missing?
The paycode may be inactive, excluded from the employee profile, unavailable to the manager role, configured for another edit type, or restricted by date or context.
Resource 18
Why does an accrual balance not match the employee’s expectation?
The display may include grants, takings, pending requests, carryover, resets, or manual adjustments. Reconcile transaction history as of the same date the employee is viewing.
Resource 19
Should we manually adjust an accrual balance?
Only after identifying the incorrect transaction or rule. A manual balance fix without root-cause correction can create another discrepancy at the next grant, reset, or request.
Resource 20
Why is a time-off request not reaching the manager?
The request may be saved but not submitted, assigned to another manager, filtered from Control Center, outside the loaded timeframe, or blocked by an inactive delegation or profile.
Resource 21
Why is an open shift not available to an employee?
Eligibility may be limited by job, location, skills, certifications, schedule conflicts, rest rules, overtime rules, request windows, or publication status.
Resource 22
Why did a schedule change not appear immediately?
The manager may not have published it, the employee may be viewing another timeframe, the app may need refresh, or the shift may belong to another job/location context.
Resource 23
What causes attendance points to recalculate?
New or changed attendance events, manual adjustments, rule application, deleted events, policy changes, and effective-dated assignments can all change the balance.
Resource 24
What is the difference between an attendance event and an attendance action?
An event is the occurrence that affects attendance, such as an absence or tardy. An action is the formal response generated when balances or policy thresholds are met.
Resource 25
Why was an attendance action not generated?
The rule may not have been applied, the threshold may not be met, the employee may have the wrong policy, or an existing action may prevent another from being created.
Resource 26
Why is leave time not visible on the timecard?
Check approved case dates, frequency, duration, leave rules, schedule dependency, paycode mapping, and the integration or batch that posts leave time.
Resource 27
Who should be allowed to see leave documents?
Only roles with a legitimate case-management need. Access should be role-based, auditable, and limited because leave documents can contain sensitive medical or personal information.
Resource 28
Why does Control Center show old items?
Tasks may not have completed correctly, notifications may be filtered by state rather than age, or the underlying request may remain open. Review the source transaction before deleting or dismissing anything.
Resource 29
What should be tested after a UKG release?
At minimum: login, navigation, employee search, punches, calculations, approvals, scheduling, requests, accruals, leave, attendance, mobile, integrations, reports, and security for critical personas.
Resource 30
How do we know whether a UKG issue is configuration or data?
Reproduce the same workflow with a controlled test user. If the same profiles work with clean data, investigate employee assignments and effective dates. If multiple users fail consistently, investigate shared configuration or platform behavior.
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