Support FAQs

Welcome to the uAttend FAQs

To make your experience as seamless as possible, we’ve put together answers to some commonly asked questions.

Don’t forget that uAttend also has extensive online help and a friendly UK helpdesk at the end of the phone or email. If you have any questions, just get in touch!

What happens if a clocking in terminal stops working?

All uAttend clocking in terminals come with a lifetime guarantee. If you have a problem with a terminal which can’t be fixed over the phone we’ll send you a replacement.

If a clocking in terminal stops working, first call our helpdesk on 01761 410084 and they’ll go through a troubleshooting routine with you.

If the problem can’t be rectified over the phone, we’ll ask you to send the terminal back to us. We’ll give you a Return Authorisation Number (RAN) and ask you to return it to us carriage paid to our main contact address.

We’ll either fix the terminal or send you out a replacement.

Terms & Conditions apply

Why doesn’t the fingerprint terminal work for some employees?
Is the terminal in bright sunlight at certain times of the day?

If there is direct light on the scanning plate you may need to shade the scanning area to obtain a reading.

Someone with very dry hands can also sometimes find it hard to clock in (you might be familiar with this if you use iPads and other types of swipe screens as well). It probably just needs a very small amount of moisture on the finger to get a clear reading – try breathing hard on the finger before putting it on the scanning screen.

Some employees may have problems at enrolment if their fingerprints are very worn, you can use a PIN code instead or perhaps consider facial recognition terminals if you have staff in very manual roles or around water or dirt a lot of the time.

Rest assured we’ve got thousands of employees clocking in successfully with biometric fingerprint terminals every day.

Any problems at all contact the helpdesk – they’re there to keep you clocking!

How secure are biometric fingerprint clocking in terminals?
The uAttend biometric clocking in terminals DO NOT store an image of an employees’ fingerprint.

Once the fingerprint has been recorded it’s encoded and stored in the terminal memory as a code. No two codes are the same. When the employee puts their finger into the terminal for scanning after the initial enrolment, their fingerprint is scanned and matched to the stored code.

It’s not possible to recreate anything from within the terminal or the system that could be used to provide an image of a fingerprint.

If you are considering introducing biometric clocking in we suggest you communicate to your staff that there are no privacy or security issues. Biometric clocking in is also fairer as it stops buddy clocking where one employee clocks in for another and it ensures accurate pay.

You can find out more about biometric privacy – here.

How do I update my credit/debit card payment details?
uAttend is a monthly pay-as-you-go service. Customers can pay monthly by debit or credit card (there’s no contract or tie-in period).

If your card details have changed here’s how to update your details:

  1. Log in to your uAttend account as an Administrator.
  2. Click on My Account at the top right of your screen.
  3. Click on the Bill-To tab, click the blue EDIT button under the Cardholder Payment Information window.
  4. Enter the new card details and then click on SAVE.

Note: Please remember to update the Invoicing Information if this has been changed.

You can use a bank card as well as a credit card, Mastercard or Visa are accepted.

IMPORTANT: Put in the card number without spaces.

Visit uAttend online help

How do I put my account on hold or cancel my account?
Some of our customers have seasonal requirements for clocking in. You can turn your uAttend account on and off as and when you need to. You can also change pricing plans if your workforce expands or contracts.

Click on My Account which appears top right on your screen by the uAttend logo (you may need to click on the little down facing arrow icon to view the options).

In the Overview column you’ll see CANCEL ACCOUNT. Click on the link.

You’ll see a pop-up box with a list of cancellation reasons. Click SUBMIT. You’ll get a message which tells you that your request will be processed as soon as possible.

When you want to reinstate your account contact us.

Displaying the smartphone app clocking location in clocking reports
You can view the location that the Employees are clocking in and out from by using the Clocking Report found in the Reports tab. On the In Location and the Out Location you will be able to see the locations of the Employees.

Setting location for uAttend smartphone clocking

These simple steps show you how to set the location

iPads / iPhones
Go to your iPhone/iPad’s Settings, tap Settings, tap Privacy > Location Services, turn it ON. Scroll down and tap uAttend, Allow Location Access While Using the App.

Android devices
On your Android device, tap Settings, tap Location. Depending on your device and version of the Android OS, make sure all options such as Location, Location Services, and Location Reporting are enabled. Select Highest Accuracy setting.

Data security overview

uAttend™ Secured Hosting Environment Overview

Workwell Technologies (formally ProcessingPoint, Inc.), the developers of the uAttend™ Employee Management Systems hosts all
time and attendance data on managed servers at a nationally recognised data centre with the
following qualifications and parameters.

Certifications and Design

  • SSAE16 certified.
  • Dual-city grid power feeds, plus battery backup with automated transfer switch and on-site
    diesel generator.
  • FM 200 server- safe fire suppression system with early pre-fire detection mechanism.
  • Automatic temperature and climate control system with humidity and temperature sensors
    located throughout the facility.
  • Biometric and key card security system including man-traps and rack level locking
    mechanism Staffed 24×7 by data centre technicians and engineers and monitored

Physical and Data Security for uAttend™ Servers

Information is housed in data centres with high levels of physical and data security through
detailed lists of authorised personnel, entrance logging, and restricted access protocols, proxy card
and biometric security measures, video recording of all activity on-premises by the facility
managers and RSA SecurID technology.

Data centre access is only granted to employees who need access as part of their on-going
duties with the company, not just for individual visits. All work visits, tours and individual visits are
escorted by Data Centre personnel and require photo identification. No visitor access cards are

A list of authorised and documented personnel is maintained internally with the Data Centre and
with each of the security teams in charge of the physical security at the different data centres.

Who gets access?
When an employee is deemed by management to require data centre access, their name and
information is provided to the security team of the data centre.

This security team, in turn, provides the employee with an RFID card and records their fingerprints for biometric entry verification and security purposes. Access is granted to all of the management, all account
executives, most technicians, and some software developers. Access can be restricted at any time remotely by the Data Centre management.

For an employee to enter into a data centre they must have been provided with the correct
credentials such as their previously provided RFID card, biometric readings, pin codes or

All of these measures are checked and then access is granted. Each instance of
entry and exit is logged in the security access database at each facility.

Document Revision Date: March 21, 2010
Document Control Number: 1X302-A7
uAttend™ is a registered trademark of ProcessingPoint, Inc.
ProcessingPoint, Inc. 2796 Loker Avenue West Suite 111 Carlsbad CA 92008

To gain access all employees use their RFID cards as well as biometric readings. These are in turn
logged for all entry and existing instances. To enter into each data centre, all employees must
also physically sign in and out; information includes entry and exit times, as well as retention of
their state-issued driver’s license or other government-issued photo-ID in some cases.

Video cameras record at all times entry and exit points at all data centres. Video cameras,
furthermore, record video in the aisles where equipment is stored.

All hardware, including firewalls, routers, and other key networking equipment in our data centres
are physically secured inside the data centre, the hardware is stored in rows of individual
cabinets, with each cabinet itself secured by a key-lock combination code.

Access to computer rooms is restricted by RFID proxy-card and/or biometric security measures. All visitors are escorted at all times and are unable to access any area without an escort. Video surveillance
provides an additional record for each visit.

Furthermore, for security purposes, all hardware in our data centre is only marked by barcode.
There are no external markings determining the company or client that is hosted on the server.
No hardware may be removed from any Data Centre without prior authorisation from Data Centre
Operations and management.

Data security
All databases, client information systems, customer relationship management systems and other
systems used to store customer information are secured using RSA SecurID technology, which is
a form of two-factor authentication.

Each authorised user is issued an access token with a time-locked
security code that changes every 60 seconds displayed on the token. This token code, in
combination with a security phrase, which is unique to each employee, and is selected by the
employee and never known to any other Data Centre staff; RSA technology enables us to
remotely restrict access to any employee and view detailed IN/OUT logs for each employee.

The Data Centre uses industry-standard SSL-based 128-bit encryption for all data
communications between our front-end systems and our back-end systems for additional

Furthermore, all changes made to our internal systems are logged in a detailed Event Logging
mechanism. This log database is stored on a secured server and only senior staff is able to
access the logging database servers.

All core documentation, client information, and customer relationship management systems are
meticulously backed up at least once per day, and in some particular pieces of data, up to six
times per day.

uAttend™ is a registered trademark of ProcessingPoint, Inc.
ProcessingPoint, Inc. 2796 Loker Avenue West Suite 111 Carlsbad CA 92008

The website is operated by Chronologic Ltd, a company registered in England & Wales (No. 3898806) with offices at Units 20 – 24 Fourth Avenue, Westfield Industrial Estate, Radstock, England, BA3 4XE.