What to Do When a Check-In Goes Wrong on Teiro
What a support worker should do when a check-in goes wrong on Teiro: forgotten check-ins, wrong times, no signal at a client's home, checking into the wrong visit, and corrections after the fact.
When a check-in does not go to plan
Most check-ins are a single tap and nothing more needs to happen. This guide is for the times that is not what happened: a shift with no check-in recorded, a check-in against the wrong time, a check-in against the wrong visit, or a check-in that would not go through at all.
For the normal flow -- seeing the visit, checking in on arrival, what the visit screen offers, and checking out at the end -- see how to check in and out of a job as a support worker.
You forgot to check in
If you realise partway through or after a shift that you never tapped Check in, do not try to check in late to cover it. A late check-in records the wrong time against the visit, which is worse than no check-in at all.
Contact your coordinator as soon as you realise. They can add a manual attendance correction from the web platform with a note explaining what actually happened. The correction carries the real arrival and departure times, not the time you happened to open the app.
You checked in at the wrong time, or need a correction after the fact
The same fix applies whether you checked in too early, too late, or the recorded time does not match when you actually arrived: message your coordinator rather than trying to fix it yourself. Corrections are made from the web platform, the same way a missed check-in is corrected, and the change carries a note explaining the reason. That keeps a clear trail of what happened and why it changed, which matters for both payroll and NDIS record-keeping.
No signal at the client's home
Some addresses do not hold a GPS fix well -- basement units, some apartment blocks, and rural properties with weak reception are the usual cases.
If your phone cannot get a location when you tap Check in, the app will still record the check-in, with a note that location was unavailable, rather than blocking you from checking in at all. The time is still captured correctly even when the location is not.
If this happens regularly at a particular address, tell your coordinator. It is worth knowing about a property with a signal problem before the next worker arrives there too.
If check-in seems stuck rather than just missing GPS. Check that Location is set to "While using the app" for Teiro in your phone's Settings. If you previously denied location access, this is almost always the cause.
You checked in to the wrong visit
If you tap Check in on the wrong shift -- easy to do when two visits are close together on the schedule -- contact your coordinator straight away. They can correct the record from the web platform, with a note explaining the mix-up.
Do not check out of the wrong visit to try to undo it. Flag it to your coordinator instead and let them make the correction.
Why this matters beyond the shift itself
Check-in and check-out times are not just a record of when someone turned up. They are the attendance evidence a billing run reads later to work out what can be claimed, and part of what an NDIS audit looks for as proof a service was delivered. A wrong or missing time left uncorrected can hold up a claim well after the shift itself is forgotten, which is why every case above ends the same way: flag it to your coordinator rather than leaving it as it is.
Frequently asked questions
Can I edit a check-in or check-out time myself?
No. If a check-in or check-out time is wrong, tell your coordinator. They make the correction from the web platform, with a note recording why it changed.
Will a missing check-in stop me being paid for the shift?
Not if it is reported and corrected. The risk is in leaving it unreported, not in the mistake itself. Tell your coordinator as soon as you notice.
What if the app will not let me check in at all?
Confirm you have a phone signal or Wi-Fi connection, and that Location is enabled for Teiro in your phone's Settings. If the app still will not accept a check-in, contact your coordinator, who can add the attendance manually while the issue is resolved.
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