Face clock-in troubleshooting
If KredEYE won't recognize a face at clock-in, it's almost always lighting, camera angle, enrollment quality, or a permissions issue — rarely a fault with the feature itself.
Quick fixes (try in order)
- Improve lighting. Face the light source rather than having it behind you — strong backlight is the most common cause of failed matches.
- Hold the camera steady and at face level. Extreme angles or a shaky frame make matching harder.
- Remove obstructions — sunglasses, masks, or a hat brim covering the forehead or eyes.
- Check camera permissions are allowed for Kredily in your device/browser settings.
- Force-close and reopen the app (or refresh the browser tab) and try again.
Still failing after the basics
If lighting and angle are fine and it still won't match, the enrolled reference photo may be the problem — ask your admin to re-enroll you with a fresh capture. See Enroll faces for KredEYE.
If geo-fencing or selfie validation is also enabled
A failed clock-in isn't always a face-match problem. If your attendance rule combines KredEYE with geo-fencing or selfie validation, check those conditions too: - Are you within the office's geo-fence radius? - Is the selfie validation step completing (not just the primary face match)?
See Geo-fencing and selfie validation for that side of it.
Admin checks
- Is the employee actually enrolled, and was the enrollment capture done in good lighting?
- Is the KredEYE option still enabled on their assigned attendance rule?
- Are multiple employees affected at once (points to a device/camera issue) or just one (points to enrollment or personal device settings)?
When to contact support
If clock-in fails for multiple employees despite good lighting, correct enrollment, and permissions granted, raise a ticket with the affected employee IDs and roughly when it started.
Related: Enroll faces for KredEYE, Set up KredEYE face-recognition attendance