A shift only appears in the support worker app when it’s published, the worker is assigned and their sign-in is linked to their worker record. This walks through each check.
Before you begin
- Access to Roster → Roster board and the worker’s profile in Team → Staff directory.
Check the shift is published and assigned
- Open the shift on Roster → Roster board. Draft shifts never show in the app.
- If it’s a draft, select Publish roster (N) and confirm with Publish, or publish the single shift with Publish shift.
- If the branch needs approval, the roster publishes only after a manager approves it.
- Check the worker is assigned (not just offered the shift as an open shift).
Roster board with the Publish roster button and the Publish roster confirmation dialog
Check the worker’s app access
- Go to Team → Staff directory and open the worker. A No app access badge means they have no sign-in yet.
- Open the Employment and access tab and find App access.
- If Status is No access or Invited, select Invite by email, Invite by SMS or Copy a link.
- If Status is Suspended, an administrator must reactivate the person in Settings → Users and roles.
Refresh and check the dates in the app
- In the app, open Today or Roster and pull down to refresh.
- On Roster, switch between This week, Next week and Fortnight to find the date.
- If the app shows “Offline copy”, reconnect to mobile data or Wi-Fi and refresh.
- Cancelled shifts still show, marked Cancelled.
Support worker app Roster tab with This week, Next week and Fortnight
Check the worker received the notice
- Workers are notified (in-app and push) when a published shift is added, changed or removed.
- If the worker turned off push notifications on their phone, they won’t get the alert but the shift still appears after a refresh.
- Changes within 24 hours of the start are also sent by SMS.
Tips
- The shift address appears in the app from 24 hours before the start, if your organisation shares addresses with workers.
If something goes wrong
The app shows no worker or “No worker record”
The user account isn’t linked to the worker record. An administrator sets Linked worker on the person in Settings → Users and roles.
“Rostering is paused for your organisation.”
CompanionAxis has paused rostering for your organisation, for example over billing. Contact your administrator.
The worker is signed in to another organisation
The app asks which organisation to use when you sign in. Sign out (More, then your profile, then Sign out), sign in again and choose the right organisation.