ETimeSupport
Help with ETime
Contact support
Email support@gxsanchez.com about problems with the app. A real person reads every message. To help us fix it quickly, include:
- your device and operating-system version (for example, iPhone 15 with iOS 26, or Pixel 8 with Android 15),
- the ETime version, from the App Store or Google Play listing or your device's app settings,
- your organization's name, and what you were doing when the problem happened.
Please never send your password, and don't include pay details.
Questions about your hours, pay, leave or account access? Your organization manages those in its Hess System, so your HR, payroll or IT department is the right place to ask. We can't see or change your records.
1. Getting started
- Install ETime from the App Store (iPhone, iPad and Mac) or Google Play (Android).
- Open it and enter your work email address.
- ETime checks how your organization signs in, and shows a password field or your company's sign-in page.
You need a Hess System account from your employer. There's no way to sign up in the app or on this website.
ETime runs on iOS and iPadOS 18 or later, macOS 15 or later, and Android 8.0 or later.
2. Signing in: standard vs. SSO
Your organization chooses one of two ways to sign in. ETime picks the right one from your email address.
Standard credentials (Hess System email and password)
You type your password into ETime. It's the same password you use for your organization's Hess System on the web.
- "Incorrect email or password": check for typos and make sure Caps Lock is off. Try signing in to the Hess System on the web with the same details.
- Forgot your password, or your account is locked: ETime can't reset passwords. Use your organization's Hess System password reset, or ask your HR or IT department.
- You're asked for a password but your company uses SSO: check that you entered your work email, then tap "Use a different email" and try again.
Company SSO (single sign-on)
If your organization requires SSO, ETime opens your company's sign-in page (for example Microsoft, Google or your district's portal) in your device's secure system browser. You sign in there, sometimes with a code or approval on your phone, and you're returned to ETime automatically.
- The sign-in page doesn't open: make sure a web browser is installed and enabled (on Android, Chrome or another browser that supports Custom Tabs).
- You signed in but weren't returned to ETime: go back to ETime and tap "Sign in with your organization" again. For security, each sign-in link works once and only for about 10 minutes.
- No password field appears: that's expected. Your organization has turned off password sign-in, so use "Sign in with your organization".
- SSO errors on your company's page: these come from your organization's identity provider. Contact your IT department, since ETime can't change SSO settings.
3. Location permissions
Location is used only to clock in at a work site and, if you allow it, to clock you out automatically when you leave. ETime never tracks you while you're clocked out. See how ETime uses location.
Android
When you first open the clock screen, Android asks whether ETime may use your location. To change it later, open Settings → Apps → ETime → Permissions → Location. The exact names can vary slightly by phone maker.
| Setting | Clock-in location check | Automatic clock-out |
|---|---|---|
| Allow all the time | Works | Works, even when ETime is closed |
| Allow only while using the app | Works | Doesn't work. Remember to clock out yourself. |
| Ask every time | Works after you allow it | Doesn't work |
| Don't allow | Not available. Enter your time by hand, unless your organization requires on-site clock-in. | Doesn't work |
Also turn on Use precise location. With approximate location only, ETime may not be able to confirm you're inside a small work site. On Android 10 and later, "Allow all the time" can only be chosen in Settings, not from the first prompt.
If clock-in says "Location unavailable", make sure Location is on in your quick settings, step outside or near a window, and wait a few seconds for a better fix. The clock screen shows the current accuracy in meters.
iPhone, iPad and Mac
ETime on Apple devices doesn't use location, so you won't be asked for location permission. QR clock-in and automatic clock-out are currently available on Android. If location features come to Apple devices in a future version, iOS will offer While Using the App (clock-in checks only) and Always (needed for automatic clock-out), and this page will explain both.
4. Clocking in with a QR code Android
- Open ETime and go to Clock In/Out.
- Tap the QR code button and point your camera at the code posted at your work site.
- ETime checks that you're inside the site's area, then clocks you in.
The scanner is provided by Google Play services. It may download a small update the first time you use it, and ETime itself never gets camera access. If a code won't scan, make sure it's for your organization and well lit. If ETime says you're outside the area, move closer to the site and try again, or ask your supervisor to check the site's settings.
5. Automatic clock-out Android
When you clock in with location turned on, ETime sets a boundary around where you clocked in. If you leave it while clocked in, ETime ends your shift at that time. The boundary is removed as soon as you clock out.
- It needs location set to Allow all the time. See above.
- Battery savers can delay it. If your phone limits ETime in the background, allow it in Settings → Apps → ETime → Battery.
- It's a safety net, not a replacement for clocking out. Always check your timesheet, and correct anything that looks wrong.
6. Offline and pending transactions
If you clock out with no connection, your punch is saved on your phone and listed under Pending Transactions. ETime sends it automatically when you're back online. Each punch is sent with a unique key, so retrying can never record it twice.
- A pending transaction won't send: open it to see why. Some can't be accepted, for example when there's no roster for that location and date. Fix the issue or ask your supervisor, then retry or delete it.
- Before signing out, make sure nothing is pending. Signing out deletes unsent punches, and ETime warns you first.
7. Face ID, Touch ID and fingerprint
Turn on biometric unlock in Settings to open ETime with your face or fingerprint instead of signing in again. It uses your device's own biometric system, and ETime never receives your biometric data. If biometric unlock stops working, sign in again with your password or your company's SSO.
8. Signed-in devices and lost phones
Open Settings → Signed-in devices to see every device signed in to your account. If a phone is lost or stolen, tap Sign out everywhere from any other device. If you have no other device, ask your organization's IT department to end your sessions.
Getting a new phone? ETime's data doesn't transfer through backups for security, so just install ETime and sign in again.
9. Notifications
ETime can notify you about your time, for example when a timesheet is approved. Notifications never show your hours. On Android, allow notifications in Settings → Apps → ETime → Notifications. Notices currently arrive while ETime is open.
10. "Update required"
Occasionally an older version of ETime stops being supported, usually for security reasons. If you see this screen, update ETime from the App Store or Google Play and sign in again.
11. Deleting your data
Sign out in Settings or uninstall ETime to erase everything it stored on your device. Your records in the Hess System are managed by your organization. See Delete your ETime data for the full steps.