We understand that sometimes things happen during a shift that are not within your control. If this happens, it's important that you let us know while you're still in the shift instead of after the shift to make sure you get paid for the time you worked.
Several in-shift issues can be resolved by sending us a message through our virtual support agent. You can access it by taking the following steps:
- Select Send us a message from the support page, shift details, or under the Help tab in the task list.
- Next, select Start a conversation
- When prompted, select My shifts and schedule
- Finally, select Report a shift issue and choose the options that best describe your issue
In-shift issues
Check-in or check-out issues
Please send us a message in the support chat if any of the following occur:
- Manager turned you away
- Codes are unavailable or don’t work
- Manager not present or doesn’t know the codes
- Accidentally checked out early
On-site work issues
For onsite shifts with no tasks in the app, the Store Manager will guide you on what’s needed. If you have questions about your duties, ask the Store Manager.
If requested to perform tasks outside your role (e.g., cleaning or merchandising), please complete them as requested. Check the shift description in the app for more details. If you feel uncomfortable completing the tasks, please send us a message in the support chat to let us know.
In-shift tasks issues
If your shift requires that you complete an In-Shift Task List but you don't know how to do the tasks:
- Click the 'Instructions' tab at the top of the in-shift task list screen
- Choose the task you're having trouble with
- Read the steps and review all tips
You can also access these instructions on your task list by tapping the arrow next to the task.
App issues
If your shift requires that you complete an in-shift task list and the app isn't working for you:
- Check your wifi connection
- Update your app
- If you're still having trouble, keep trying for up to 30 minutes after your shift.
If the in-shift task list in your app still doesn’t work, please send us a message in the support chat to let us know.
Store or manager issues
Sometimes there might be an issue at the store that is preventing you from doing your shift correctly. This could include:
- Store is closed
- Necessary equipment is broken
- Manager asked you to do work not in your shift description or In-Shift Tasks
Please send us a message in the support chat to let us know about the issue. Our team will validate the issue with the store manager and confirm your location and time of the report.