Frequently Asked Questions

I forgot my user name and password. What can I do?
The default log in is User Name: Admin, Password: PTI. If you changed your user name and password and you don’t remember it, please call Customer Service 888.479.7264 Ext. 1.
Does my time clock need to be connected to my PC or network continuously for it to work?
No, it will record and store punches without being connected. You do need to have it connected during the initial set up and to download punches.
How do I assign a card to an employee in TimeTrax?
On the Employee Detail Screen, enter the card number in the Card #1 field and click save. If an employee loses their card, enter a second card number in the Card #2 field and click save.
How do I deactivate an employee in TimeTrax?
On the Employee Detail Screen, click edit, check the inactive box and save.
I have "No Recorders Found", what should I do?
Please visit our Tutorials section under "No Recorders Found".
I can’t pull up any archived reports. Why?
You must approve your payroll details after every pay period in order to archive reports.
I am unable to edit a punch. Why?
You can only edit a punch if you are editing an incorrect AM punch to a correct AM punch or an incorrect PM punch to a correct PM punch. If you need to edit AM to PM or PM to AM, please delete the incorrect punch and insert the correct punch.
Can I reuse swipe cards?
Yes, but not until the card has been unused for 3 full pay periods and there are no longer punches associated with that card in the Current, Previous and 2 Prior Pay Periods.
My employees are punching in, but I can’t see any punches. What can I do?
Check to be sure the punches have been downloaded and make sure the pay period hasn’t been approved on the payroll details screen.
Is the TimeTrax software multi user, because I would like to put it on more than one computer?
Our software is a single user software and should not be installed on multiple computers or a server.
Can I create custom reports in TimeTrax?
TimeTrax does not have the capability of creating custom reports.
If I unplug my time clock, will it lose time?
No. All of our clocks have an 8 day battery backup.
Does my clock come with a technical support contract.
Yes. Your clock comes with 90 days of free technical support from the date of purchase. Please call us 888.479.7264 to renew your technical support contract before your 90 days expires and save $50.
Does my clock have a warranty?
Yes. Your clock comes with a 1-year warranty from the date of purchase.
I lost the key for my time clock. How can I get another?
You can order the keys on our website, or by calling customer support at 888.479.7264 Ext.1.
The Pyramid 3500, 3550SS, 3600SS, 3700, 4000, 4000Pro, 4000HD, 5000, or 5000HD replacement key part number is 41479K. Click Here to purchase from website.
The Pyramid 2400, 2600, 2650, or 6200 replacement key part number is 2600K. Click Here to purchase from website.
The Pyramid 2500 or 2650Pro replacement key part number is 2500K. Click Here to purchase from website.
Keys are sold as a 2/pk for $10, including the price of shipping. Enter promo code KEYS into promo code area.
What ribbon does my time clock use?
The 2400 uses 42427 ribbon. Click Here to purchase from website.
The 2600 and 2650 (old model) use the 42416 ribbon. Click Here to purchase from website.
The 2500 and 2650Pro use the 43079 ribbon. Click Here to purchase from website.
The 3500, 3700, 4000 (old model) and 4000HD use the 4000R ribbon. Click Here to purchase from website.
The 3550SS, 3600SS, 4000Pro, 5000 and 5000HD use the 5000R ribbon. Click Here to purchase from website.
How do I install a ribbon on my Pyramid 4000?
To view our how to video on Youtube Click Here.
Do you sell ink ribbon cartridges in any colors other than black?
No.
Can the 4000, 5000 or 5000HD be set up for any pay cycles other than those listed in the user guide?
No. At this time, only the listed pay cycles are available.
If I unplug my time clock, will it lose time?
No. All of our clocks have an 8-day battery backup.