Troubleshooting
Common problems in Shiftly and the quickest fix for each, with links to the full troubleshooting guides.
Common problems and the quickest fix for each. For the bigger ones, the full troubleshooting guide walks through every cause.
Full troubleshooting guides
Pay looks wrong on a timesheet
$0 pay, the wrong hours, the wrong rate or unexpected overtime.
Staff member can't sign in
Help someone back into Shiftly Me or the venue kiosk.
Xero isn't syncing
Timesheets, leave or staff that won't reach Xero.
Can't clock in
For staff: when Shiftly Me won't let them start a shift.
Can't log in to Shiftly Me
For staff: codes, passwords and missing accounts.
My shift isn't showing
For staff: missing or out-of-date shifts.
My staff can't see their shifts
The roster probably isn't published yet, or you've changed it since you last published. Staff only see shifts once you publish them, and they see changes only when you publish again. See Publishing a roster, or share My shift isn't showing with them.
An employee's pay rate shows $0
They haven't been classified yet. Open their profile, classify them against their award or set a rate by hand, and the rate appears. See Classify staff and set their pay rate. If the rate is set but a timesheet still shows $0.00, see Pay looks wrong on a timesheet.
A staff member can't clock in
Most often it's location: they're outside the venue's clock-in boundary, or location is turned off for Shiftly Me. You can add their hours by hand in the meantime. Share Can't clock in with them for every message and fix. At a venue kiosk it's usually the PIN: see Forgot your kiosk PIN, or never set one.
I can't edit or delete a shift
A shift is locked while the person rostered on it is clocked in to it. Wait until they clock off, or end the shift from Time → Timesheets, and you'll be able to edit or delete it. See Creating & editing shifts and Fix times, breaks and pay on a timesheet.
I can't change an employee's employment details
While an employee has a pending leave request, or approved leave that hasn't finished yet, you can't change their employment type, income type, basis or ordinary hours. Resolve their leave first, then make the change. See Update an employee's details and sign-in.
A new starter hasn't received their onboarding request
Open the menu on their row on the People page and choose Send Reminder to send their onboarding email again. See Onboarding new staff.
Staff I imported show "Missing details"
Staff added from a file land without a pay classification, so they show as Missing details. Open each one, classify them and finish their profile. See Importing staff from a file and Classify staff and set their pay rate.
Shiftly won't let me add a staff member
If the email already belongs to someone on your team, that person can't be added to the business twice. Check whether they're already on your People page. See Add staff and invite them to Shiftly Me.
A manager can't see one of my locations
Manager access is limited to the locations you choose. Open Business settings → Manage access, edit the manager and tick the location they need. See Change or remove a manager's access.
Still stuck?
Check the FAQ or the Glossary, or reach out to support from Resources & Support in the app.