We can't see one of our members in our group that we know is performing punches

Scenario:  We have a member who doesn't show up in our group, yet we are confident they perform punches. What is happening?

Response: 

In all probability, the person is likely not even in your group. We affectionately like to say that these people "have gone rogue."

Indeed, what has usually occurred is that they've decided to go off and create a group of their own. This happens when invited users choose not to select the "I have an invitation code" when creating an XPunch account. And sometimes, existing users will create a brand-new account because they forgot which credentials they used to sign in to XPunch in the first place.

You can confirm for yourself that you and the member are in two separate groups by each of you going to the "Help" page and looking at your "groupId." You will probably discover that you have two different groupID's, which is the clue that you're in two different groups.

The solution is to "disconnect" your member (if they're connected to your group) and then "re-invite" your member into your group. Watch your worker as they join your group to make sure they do it properly.

As for the "rogue group" the worker created, there is no way to transfer their punches over to your group. You may also suggest that the worker rename their solo group to something like "do not use" or delete it entirely.