Support

Help with the Staff & Roster app

Most questions about your shifts, pay or access are answered fastest by your manager or your company's Staff & Roster administrator, because they control rosters, stores and permissions. For problems with the app itself, email us.

Contact us

Help with the app: [email protected]
Privacy and your data: [email protected]

Please include the email address you sign in with, your company's name, whether you use Android, iPhone or a web browser, and what you were doing when the problem happened. Never send us your password.

We aim to reply within two business days (Hong Kong time).

Inside the app, the Help page has step-by-step guides for every feature.

Common questions

I can't clock in: it says I'm not at the store.

GPS clock-in checks that you are within the store's clock-in radius, which is 100 metres unless your company changed it. Try this:

Allow location for Staff & Roster "while using the app" in your phone's settings, and turn on precise location.
Step outside or near a window and wait a few seconds for a better GPS fix, then try again.
If you are definitely at the store and it still fails, ask your manager: they can check the store's address and radius (Stores → Edit), or record your time for you.

On Android you may also be able to clock in by scanning the store's QR poster or tapping its NFC tag, if your store has one. QR and NFC clock-in are not available on iPhone.

I forgot my password.

On the sign-in screen, tap Forgot password and enter your email address. We will email you a link to set a new one. If the email does not arrive within a few minutes, check your spam folder, and make sure you used the address your employer invited.

I'm a manager but I can't see a store.

You only see the stores you are assigned to. Ask your company's administrator to add you to that store's staff and mark you as a manager there (Stores → the store → Staff). Sign out and back in if it does not appear straight away.

My notifications aren't arriving.

Check that notifications are allowed for Staff & Roster in your phone's settings, and that Do Not Disturb or battery saving is not blocking them.
In the app, open Settings → Notification Preferences and check the ones you want are turned on.
Sign out and back in to register your device again.

How do I delete my account?

In the app, go to Profile → Delete account. Your employer keeps the shifts and time records you worked, shown as "Deleted user". Full details, and what to do if you can't sign in, are on the Delete your account page.

How do I see or correct my data?

You can edit your name and contact details on your Profile page. Your manager controls rosters, time records and pay details. For anything else, see our Privacy Policy or email [email protected].