Quick Answer: These scores determine shift access. Based on your last 50 shifts. Late arrivals, no-shows, and late cancellations lower scores. The ONLY way to improve is working shifts on time. Support cannot manually adjust scores.
Details: Reliability score: Measures consistency — shows up, cancellations, no-shows. Higher \= first access to shifts. Lower \= fewer shifts. Very low \= potential suspension.
On-time score: Within 10 minutes of start \= on time. 10+ minutes late \= penalty. 20+ minutes \= no-show.
Improving: Work available shifts and arrive on time. Every on-time completion improves your rolling 50-shift average. No shortcuts.
Score adjustments: ONLY for documented system errors (app incorrectly marked you late due to server issue) reported in-app within 30 minutes. Adjustments take 24-72 hours. NOT adjusted for: traffic, personal reasons, car trouble, negative manager feedback, or leaving early.
When to Submit a Ticket: Do not submit asking for adjustment due to personal circumstances. Only if a documented app/system error (reported within 30 minutes) incorrectly affected your score. Include shift date, error, and confirmation you reported during the shift.