If your organization uses auto-release, Kadence cancels a booking when nobody checks in within the allowed time. If you rely on the Kadence Agent to check you in automatically, the Agent has to recognize that you're in the office before that time runs out. If it can't, your booking is released, even though you're sitting at your desk.

This article explains why that happens, how admins can fix it, and what employees can do in the meantime.

How auto-release and automatic check-in work together

Auto-release is set per resource type in Settings → Resources, under Check in / Check out. See Global Resource Settings.

The Kadence Agent checks someone in automatically only when all of these are true:

The Agent is installed, running and signed in on their device.
The device is on a network Kadence recognizes as the office. That means the building's public IP and, if Enhanced Network Detection is on, an internal IP range or WiFi access point (BSSID) you've configured.
Automatic Check-in is turned on for the building.
The booking is a desk, private office or onsite booking in the same building the person was detected in.

If any of these fails, no check-in happens, and auto-release cancels the booking when the window closes. For the full detection flow, see How Kadence Agent Works.

The Agent doesn't check in to meeting rooms, pods, parking or lockers. These bookings need a manual check-in (or an API integration), or auto-release will cancel them.

Common causes

Cause	What happens	How to fix it
Agent not signed in	The Agent is installed but can't act for the user. This is the most common cause after a new rollout.	Ask the user to sign in, or set up Kadence Agent Auto Login so people are signed in automatically.
Outdated Agent version	Older versions can't send internal network signals, and some users dismiss update prompts.	Ask the user to choose Restart to update from the Agent menu. Enhanced Network Detection needs version 26.29 or later (26.33 or later on ChromeOS).
Office public IP missing or changed	Kadence doesn't recognize the office network.	Check the building's public IPs in Buildings → Edit Building → Kadence Agent.
VPN, Cloudflare WARP or a secure web gateway	Traffic leaves through the same gateway at home and in the office, so the public IP alone can't confirm someone is on site.	Whitelist the Kadence endpoints and set up Enhanced Network Detection with your office's internal IP ranges.
Internal IP ranges or BSSIDs missing or incorrect	With Enhanced Network Detection on, a device that doesn't match a configured signal isn't checked in.	Add every office subnet, not just one. Use the BSSIDs of the staff WiFi network for each band, not the access point's hardware address or the guest network. Add a wired range for people who dock on ethernet.
Booking type not supported	The Agent never checks in to rooms, pods, parking or lockers.	Users need to check in manually for these.
Booking in a different building	Check-in only applies to bookings at the building where the person was detected.	Confirm the booking is for the building the user is actually in.
Agent not running checks	The Agent can occasionally stop checking after a screen lock or a docking change.	Ask the user to quit and reopen the Agent. It checks again straight away.

Admin checklist

Work through these steps for an affected user:

Confirm what happened to the booking. See How to see why and when a booking was canceled.
Check the user's Agent. Confirm it's installed, open and signed in, and on the latest version.
Check the building's Agent settings. Go to Buildings, click the three dots (⋮) next to the building, then Edit Building → Kadence Agent. Make sure Automatic Check-in is on and the public IPs are current. See the Kadence Agent Setup & Management Guide.
Check for a VPN or secure gateway. If staff laptops use a VPN, Cloudflare WARP or similar, set up Enhanced Network Detection so Kadence can use internal network details instead.
Review Floor connections (if Enhanced Network Detection is on). Check the floor coverage indicator and any Signal conflicts detected banner. Make sure each office subnet is listed. Enter ranges in CIDR format (for example 10.41.16.0/24), not as a start and end address.
Add a building-level safety net. A building-level internal IP range keeps people checking in even if a floor's signals are missing or wrong.
Review your auto-release window. While you're rolling out the Agent, a longer window gives more room to recover. Make sure Manual check-in stays on so users have a fallback.
Test. Ask the user to quit and reopen the Agent while in the office, then confirm their booking shows as checked in.

How to see why and when a booking was canceled

Booking activity: Open the booking and check its Activity section for when it was canceled and why. With Enhanced Network Detection on, Global Admins also see the detected floor and a last seen time.
Booking export: Use Export booking data CSV to see check-in status and how each booking was checked in (for example, Agent, web or mobile).
Insights: Auto-released bookings count as no-shows in Insights, so a spike in no-shows at one office can point to a detection problem.

What to send to Kadence Support

To help us investigate quickly, include:

The affected user's email address
The booking link, or the date, time and space booked
The time the user arrived and which building and floor they were on
The user's Agent log file, operating system and Agent version
Whether a VPN, Cloudflare WARP or secure web gateway is in use
Your office's internal IP ranges and staff WiFi BSSIDs, from your IT or network team

Frequently Asked Questions

Does the Agent check me in to meeting rooms?

No. The Agent only checks in to desk, private office and onsite bookings. Check in to rooms manually or from a Room Display.

I'm connected to the VPN in the office. Why wasn't I checked in?

With Enhanced Network Detection on, Kadence uses your internal IP to tell the office apart from home. If your VPN assigns you an address outside the office ranges, you won't be recognized. Ask your admin to check the configured ranges.

Can we turn off auto-release?

Yes. It's set per resource type in Settings → Resources. See Global Resource Settings.

Will turning off manual check-in stop auto-release?

Without an API integration, yes. Turning off manual check-in also turns off auto-release for that resource type. We don't recommend this, because users then have no fallback.

Need Help?

For support, reach out to:
📩 [email protected]

For more helpful articles see:
📚 Kadence Help Center

Troubleshooting Kadence Agent Automatic Check-In and Auto-Release