How to Troubleshoot Purchased Users Not Appearing in Attendance

Issue description

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In the Attendance app, not all individual cards of the company members are being displayed.

Possible reasons

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• The purchased seats do not match the number of members in their company. For example, if a company has 15 members and they have the Startup package, but only purchased 2 Attendance seats.
• Attendance licenses have not been assigned to the members in Attendance.
• Users have not been enabled in User Management.
• Users have not been enabled in Work Schedule.
• If using Teams or Slack for attendance tracking, Attendance bots may not have been enabled or bot licenses have not been assigned to members yet.

How to resolve the issue

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1. Check if the purchased seats are sufficient

1. Log in to MSPbots as an admin.
2. Go to Settings > Billing.
   
   
   
   
3. Click Change.
   
   
   
   
4. Check if enough seats were purchased, for example Attendance Manager User.
   
   
   
   
   • If you have not purchased enough, submit a request to us to purchase.
   • If you have purchased enough but the issue still persists, proceed to the next step.

2. Check if Users are enabled in User Management

1. Go to Settings > User Management.
   
   
   
   
2. Check if the user's Status is Enabled, and if you are using bots, check if Message Switch is turned on. 
   
   
   
   
   • If either one is not enabled, 
     1. Click the Edit button on the user's row. 
        
        
        
        
     2. Turn on both Status and Message switches.
        
        
        
        
     3. Click Confirm and refresh the browser.
   • If both are enabled but the issue persists, proceed to the next step.

3. Check if Users are enabled in Work Schedule

1. Go to Settings > Work Schedule.
   
   
   
   
2. Check if the user's Attendance is enabled.
   
   
   
   
   • If it is not enabled, turn on the user's Attendance switch and refresh the browser.
   • If both are enabled but the issue persists, proceed to the next step.

4. Check if Attendance licenses are assigned to the members in Attendance

1. Go to Apps.
   
   
   
   
2. Click Attendance.
   
   
   
   
3.  Click Settings > Assign License.
   
   
   
   
4. Ensure the user is on the Paid Accounts list.
   If the user is not on the list,
   1. Click Add.
      
      
      
      
   2. Find and check the user.
      
      
      
      
   3. Click Save.

If the issue remains unresolved even when the user is already on the list, submit a Support request.