“Attendance is not working” tells support that something needs attention, but it leaves several questions unanswered. Is an employee unable to access an account? Is a QR scan failing? Is a report missing a particular date?
A precise support request helps the provider investigate the right problem. Use this checklist when asking about ScanAttendance, and keep sensitive account information out of ordinary messages.
Describe one problem and its scope
State the action affected and whether it concerns one employee, one device or a wider group. Include the date and approximate time, with the time zone, so the recipient can understand the period concerned.
Separate unrelated problems into clear descriptions. An access issue and a question about a CSV field may need different information even if the same administrator encounters both.
Explain expected and observed results
Describe what you tried, what you expected and what actually appeared. If there is an error message, copy its relevant wording after checking it does not include credentials or unnecessary employee details.
For example: “During the agreed pilot, the employee scanned the entrance code at the stated time. We expected an arrival record, but the employee did not see confirmation. The administrator has checked the relevant date and still needs clarification.” This explains a test without assuming what caused it.
Include the relevant environment
Where useful, identify the app or browser version, device platform and connection type. State the QR mode or report format involved if you know it. Avoid guessing configuration values you have not checked.
- The action being attempted.
- The affected date range or approximate occurrence time.
- The product screen or report involved.
- Whether another authorized pilot user can reproduce it.
- The limited steps already tried.
Do not repeatedly retry an uncertain attendance action without checking the record. Ask the administrator to review what was captured before requesting an additional entry or correction.
Share only information needed for investigation
Never send passwords, access tokens or complete employee exports as a routine first response. If a screenshot helps, inspect it and remove unrelated personal details before using the provider’s verified support channel.
Ask how to provide any additional information securely if support needs more context. Confirm the recipient and the purpose rather than treating a request for help as permission to share every account record.
Distinguish a product question from a policy question
Support may explain how a feature behaves. Your authorized company reviewer still decides whether a missed scan explanation should be accepted or how attendance affects pay under your policies.
If the question is about an incomplete entry, use your internal correction process. If it is about a report’s scope, clarify the report request before assuming the output is wrong.
Confirm the outcome with a focused retest
After receiving guidance, test the affected action under agreed conditions and check the resulting record or output. Note what changed and whether the issue is resolved. Do not make unrelated account changes simply to try something new.
Keep the resolution in your administrator instructions so the next person can recognize the same situation. A good support request becomes useful operational knowledge when its outcome is documented.
Start with ScanAttendance, review current plans and contact the team about your setup questions.