Staff member can't sign in

When someone on your team can't get into Shiftly Me or the kiosk tablet, you can sort most of it out from their profile on the Shiftly web platform. Start by asking them exactly what message they see, then find it below.

Who this is for

Owners and managers using the Shiftly web platform.

Before you start

• Open People and select the staff member to open their profile. Most fixes are on the Access tab.
• The Sign-in code section needs the Sign-in code recovery permission. The PIN and Password sections need permission to edit people. If you can't see a section, ask your owner. See Change or remove a manager's access.
• Only the business owner can change how another manager signs in.

They see "We couldn't find an account associated with this email address"

Why: the email they're typing isn't the one on their profile. Staff sign in with the email you have for them.

Fix:

1. Open their Personal tab and check the Email.
2. If it's wrong, correct it and save. Shiftly asks you to confirm with Change login email?, because they'll sign in with the new email from then on.
3. If you see "Another account is already using" that email, a different Shiftly account already has it. Ask the staff member which email they want to use.

They see "Your account doesn't have access to Shiftly Me"

Why: their email belongs to a Shiftly account, but they aren't a staff member at any business. This happens when someone was only set up as a manager.

Fix: add them as an employee from People → Add new employee, using the same email. See Add staff and invite them to Shiftly Me.

Their sign-in code hasn't arrived or doesn't work

Open their Access tab and look at Sign-in code. The pill shows Active when they have a code that still works, or No active code.

• Email it sends their current code to their email. If they have no active code, it sends a new one.
• Text it does the same by text message. It only works with an Australian mobile number on their Personal tab. Hover over the button to see why it's unavailable.
• Create code makes a new code that isn't emailed or texted, so you read it out to them. It lasts 15 minutes, and any code they already had stops working.
• Show code reveals their current code, when they have one.

If you see Too many incorrect attempts, they've used up all 5 tries on their last code. Creating a new code resets that.

They've forgotten their password

A password is optional. Staff can always sign in with an emailed code instead, then set a new password in Shiftly Me under Account → Access → Password.

To send them a reset link, open the Password section of the Access tab and select Send reset link, then confirm. They get an email with a link to set a new password, and their current password keeps working until they use it.

If the button is greyed out, they haven't finished setting up their account yet. If you see "We don't have an email address for this employee", add their email on the Personal tab first.

They can't sign in at the kiosk

Staff sign in on a Shiftly Kiosk tablet with a 6-digit PIN.

• They've forgotten it, or never set one. At the tablet they can tap Don't know your PIN? (or, with no PIN yet, Send via text or Send via email) to get a temporary PIN. You can also set one for them: in the PIN section of the Access tab, enter it in New PIN and Confirm PIN, then save. Setting a new PIN replaces the old one, and the first time they use a PIN you set, the kiosk asks them to choose their own.
• The keypad says Too many incorrect attempts. The keypad locks for a short time after several wrong tries. Their PIN still works, and the keypad unlocks by itself.
• The Access tab says No PIN yet. They can't use a PIN until they finish setting up their account. Invite them to Shiftly Me first, then set a PIN.

PINs are stored encrypted, so nobody can look up an existing PIN. If Shiftly says "Choose a less predictable PIN", pick one without repeated or sequential digits.

See Set up a clock-in kiosk at your venue for the ways staff get a PIN, and share Forgot your kiosk PIN, or never set one with them for every message the tablet shows. If the tablet itself says it's been disconnected, see Disconnect, move or change a venue kiosk.

They see "You do not have access to any businesses"

Why: they signed in, but their account isn't linked to your business. They may have been removed from your team, or they're using a different email from the one on their profile.

Fix: check they're on your People page with the email they're signing in with. If they aren't, add them again. See Add staff and invite them to Shiftly Me.

They never got the Shiftly Me invite

Open the menu on their row on the People page and choose Invite to ShiftlyMe to email the invite again. To invite everyone at once, open Add new employee and choose Invite all staff to Shiftly Me. Anyone already invited gets another email.

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