FREQUENTLY ASKED QUESTIONS
FAQ: TIMETRAX™ - SOFTWARE BASED TIME CLOCKS
I forgot my user name and password. What can I do?
If you have software version 5.3.61.12 or above and you are the ADMIN, you can click on Forgot Password, right on the login page.
For all other users- The default login is User Name ADMIN, Password is PTI. If you changed your password and don’t remember it, please call Customer Service 888 479-7264, ext. 800.
Does my clock need to be continuously connected to my Network or PC in order to function?
During your initial setup, your clock must be connected to your Network or PC in order to push settings and time. Once that is done, your clock will continue to take and store punches when connected to power only.
When you want to download punches or change some settings, you will need to connect it to the Network or PC.
If you have an Elite Clock with firmware that starts with a 5, you can download your punches on to a flash drive via the USB port on the side of your Elite Clock.
How do I assign a card to an employee in TimeTrax™?
Version 4– Go to the Employee Detail Screen and enter a card number in the CARD #1 field and click SAVE. If an Employee lost their original card and you are giving them a new card #, enter that in the CARD #2 field and click SAVE.
Version 5– Go to Employee Profiles and click on the small edit icon on the right of the employees name. Click ADD CARD. Add the number and click SAVE AND CLOSE. Then click SAVE AND CLOSE on the Employee Profile Screen as well.
How do I make an employee inactive in TimeTrax™?
Version 4– On the Employee Detail Screen, click edit. Check the inactive box and click SAVE.
Version 5– Go to the Employee Profiles and find the employee you would like to make inactive. Click on the small edit icon to the right. Under Employment Status, make the employee inactive. If the employee will not be returning at a later date, fill out the Termination Date and Reason as well.
I have “ No Recorders Found “ in my Version 4 Ethernet software. What should I do?
Please follow THESE INSTRUCTIONS for your Ethernet Clock. If these instructions don’t work for you, please call Customer Service at 888 479-7264 ext. 800.
My Version 5 clock is offline.
Please follow THESE K64 OFFLINE INSTRUCTIONS for your Ethernet Clock.
I can’t pull up any archived reports. Why?
If you haven’t been approving your pay periods, the information doesn’t archive. Call about an upgrade to Version 5 at 888 479-7264 ext. 800.
I am unable to edit a punch. Why?
If timecards are approved, you can’t make any changes. Unapprove the timecard and try again.
You can only edit an AM punch to an AM punch or a PM punch to a PM punch. You cannot edit an AM punch to a PM punch or a PM punch to an AM punch.
You must delete the incorrect punch and add the correct punch.
Can I reuse swipe cards?
Yes, but not until the card has been unused for 3 full pay periods, so that there are no punches associated with that card in the Current, Previous, or 2 Prior Pay Periods.
The employee who was previously using that time card must be made inactive and you must remove that card number from their employee profile.
My employees are punching in, but I can’t see any punches. What can I do?
V4. Make sure the recorder is found when you log in to your software. Make sure your timecards are not approved on the Payroll Details Tab.
Try rebooting the clock and download punches again.
V5. Version 5.3.1.49 and above:
Make sure you clock is online and marked as active on the hardware manger screen. Make sure your timecards are unapproved. Try unplugging the clock from power for a minute or two.
When you plug it back in, check again to see if it is online and active. If it is, check to see if your punches came in. If they didn’t, press F2 on your PC keyboard to do an emergency download.
If your clock is offline, please see our V5 Offline instructions.
V5. Versions below 5.3.1.49:
Make sure you clock is online on the hardware manager screen. Make sure your time cards are unapproved. Click on punch download. If you still don’t have punches, unplug your clock for a minute or two.
When you plug it back in, check again to see if it is still online. If it is, check to see if your punches came in. If they didn’t, press F2 on your PC keyboard to do an emergency download.
If your clock is offline, please see our V5 Offline instructions.
If I unplug my time clock, will it lose time?
No, all of Pyramid’s clocks have a battery backup that will hold the time while it is unplugged for a few days.
Do I have software support for my clock?
All Pyramid clocks come with 90 days of technical support from the date of purchase. If you need support or would like to extend your support, please call 888 479-7264, ext. 800.
Pyramid no longer offers support for Version 4. Call about an upgrade to Version 5 at 888 479-7264, ext. 800.
Does my clock have a warranty?
Yes, all clocks come with a 1 year hardware warranty against manufacturer defects. Warranty starts with the date of purchase.
Can I create custom reports in TimeTrax™?
TimeTrax™ is not equipment to customize reports.
Is the TimeTrax™ software multi user?
TimeTrax™ is a single user application and cannot be installed on a server. If someone else needs access to the software, they would have to log in to the PC with the software or have remote access to that PC.
FAQ: MANUAL PUNCH CLOCKS
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.800.
The Pyramid 3500, 3500SS, 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, 2650Pro, or 3800 replacement key part number is 2500K. Click Here to purchase from website.
What ribbon does my time clock use?
42427 Ribbon: used for 2400 model. (View all re-order options.)
42416 Ribbon: used on 2600 and 2650 models. (View all re-order options.)
43079 Ribbon: used on 2500, 2650Pro, and 3800 models. (View all re-order options.)
4000R Ribbon: used on 3500, 3700, and 4000 models (not the 4000PRO). (View all re-order options.)
5000R Ribbon: used on 3500SS, 3550SS, 3600SS, 3700SS, 4000Pro, 5000, and 5000HD models. (View all re-order options.)
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 3800, 4000, 4000PRO, 5000, or 5000HD be set up for any pay cycles other than those listed in the user guide?
No, the pay periods in the user guide are the only ones available.
If I unplug my time clock, will it lose time?
No. All of Pyramid’s clocks have an 8-day battery backup.
