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Two things have to happen: an account has to exist, and the client has to be on their machine. They can happen in either order, because the client retries until the account appears.

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1. Create the account

Workforce, then + New User.
If Single Sign-On is not ticked, the backend will not return the account and the client will report the person as not provisioned, however correct everything else is. This is the single most common cause of a new starter who never appears.

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2. Get the client onto the machine

If your build or image already includes ReclaimTime, skip this. Otherwise see Installation. For a machine the person cannot elevate on, use the non-admin installer.

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3. Confirm it worked

Wait five minutes, then open Versions and search for their name. Activity itself takes a little longer than sign-in: the client uploads a session after about a minute of use, and the dashboard hides rows younger than 15 minutes. Allow 20 minutes before worrying.

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4. If they never appear

Ask the person to open ReclaimTime from the Start menu. On a locked client this shows a status dialog rather than an interface. Ask for a screenshot of it. That dialog names the exact Windows username and email the machine is sending. Compare it with the account:
  1. Is Single Sign-On ticked?
  2. Does the account’s email, login or Windows Username match what the dialog showed?
  3. Does the account have an organisation and the Standard role?
Correct whatever is wrong and wait five minutes. The client retries on its own. There is no need to reinstall, restart the machine or touch the client at all. The full detail, including what each message means, is on First login and SSO.
Checked against ReclaimTime client 8.0.0.9 and dashboard V3 on 5 September 2026.