Troubleshooting

Start from what you can see. Each row says the most likely cause first.

Somebody is not reporting

Symptom	Most likely cause
A new starter never appears at all	Single Sign-On is not ticked on their account. Everything else can be perfect and the backend still will not return it. See Add a new starter.
They appear on Versions as Never seen	The client has never signed in. Ask for a screenshot of the sign-on dialog. See First login and SSO.
They signed in but there is no activity	Not enough time has passed, or their working schedule is wrong, or tracking is off on the account.
Everything stopped for one person on one day	Machine off, on leave, or the client was removed. Check last seen on Versions.
A whole group stopped at once	Almost never a coincidence. Check the allow-list. See Domains and URLs.

Allow 20 minutes before treating anything as missing. The client uploads a session after about a minute of use and refreshes it every couple of minutes, and the dashboard hides rows younger than 15 minutes.

The numbers look wrong

Symptom	Explanation
Active time is lower than hours worked	Focused time is not attendance. Reading, thinking and phone calls away from the keyboard are not focused time. See How tracking works.
A team on the phone all day shows no meeting time	Meeting detection covers Microsoft Teams and Skype only. A softphone counts as ordinary focused time.
Averages look too high or too low	They are per active user. Check the Active users count against your headcount first.
A lot of time is unattributed	A work tool is probably missing from the corporate list, so it is being recorded anonymously. See Targets.
Two admins see different daily figures	Different personal timezones. See Impersonation and the access log.
A team name appears twice in one report	The group was renamed part way through the period. See Groups and hierarchy.

Access and accounts

Symptom	Cause
A supervisor sees no users at all	More than one group on their account. The filter requires all of them. Assign the common parent. See Roles and permissions.
A supervisor is missing a team	Group assignment. Use simulate to see their exact view.
”Account already exists” but you cannot find the user	The account exists without an organisation, so it is invisible to organisation-scoped admins. Ask us.
An account cannot sign in to the dashboard	Standard users cannot. They need a second account. See Supervisors who need two accounts.

On the machine

Symptom	Cause
”Single Sign-On Failed”	The account does not match, or SSO is not enabled on it. The dialog names the exact username being sent.
”No license assigned”	The account is fine. The organisation has no licence key. Only we can fix it.
”This account is not associated with an Organization”	The account has no organisation set.
The client will not update	The download is blocked, or nothing has been published to your channel. See Chase old versions.
The client comes back after being closed	Correct behaviour. It is designed to restart itself. See Code signing and tamper resistance.
The client cannot be uninstalled	Uninstall protection. See Uninstall.

Blocking

Symptom	Cause
A plan was created and nothing is blocked	The plan is not Active, or it is not assigned to a group, or Enable Plans is off on the accounts. All three are required. See Plans.

When to come to us

Most of the above is fixable from the dashboard. These are not:

An organisation with no licence key
Accounts saved without an organisation
Anything that needs a change to your update channel
Security questionnaire answers, and anything about retention

Contact support@reclaimtime.com. For a client problem, a screenshot of the sign-on dialog answers most of what we would otherwise ask.

Checked against ReclaimTime client 8.0.0.9 and dashboard V3 on 5 September 2026.

For supervisors

Administrator tasks

Somebody is not reporting

The numbers look wrong

Access and accounts

On the machine

Blocking

When to come to us

​Somebody is not reporting

​The numbers look wrong

​Access and accounts

​On the machine

​Blocking

​When to come to us

Somebody is not reporting

The numbers look wrong

Access and accounts

On the machine

Blocking

When to come to us