Troubleshooting

Most problems in WeRoster come down to one of a few things: an unverified email address, a roster that hasn't been published, a locked roster, or a subscription that has ended. Find your problem below. If it isn't here, click Ask Ros at the bottom right of any page, or email [email protected] and we'll help.

A staff member isn't getting roster emails

1. Is their email verified? On the store's Staff tab, Email not verified under someone's name means they haven't confirmed their address, so they won't get roster emails. Ask them to click the link in the Please verify your email address email, or to log in, open Settings from the account menu and click Send it again under their email.
2. Is the email address right? On the Staff tab, open the person's row menu and choose Edit details to fix it. They'll need to verify the new address.
3. Did you notify? Publishing on its own doesn't always email staff. On a draft roster, the main button is Publish & notify. On a published roster, use Notify staff to send it again. See Publishing, notifying and locking rosters.
4. Check spam. Ask them to look in their junk or spam folder and mark WeRoster as safe.

Staff can't see the roster

Employees only see a roster once it's published. Open the week from the store's Rosters tab and check the badge next to the week: Draft means staff can't see it yet. Also check they've been added to the right store on the Staff tab.

Employees see their shifts on their Timetable, and the whole team's shifts with Full roster. See Your Timetable.

I can't open a store page

Store pages (Rosters, Staff, Leave, Shifts and Settings) are for the store's owner and managers. Employees are sent back to their Timetable, which has their shifts, leave and the full roster. If you should be managing the store, ask the owner to make you a manager.

I can't edit the roster

• Locked: a banner says This roster is locked, so shifts can't be changed. Click Unlock in the banner, or choose More, then Unlock roster.
• Your role: only owners and managers can edit rosters. Employees see a read-only roster. Ask the owner to make you a manager.
• Changes not saving: each day shows Saving… while it saves and Saved when it's done. If it stays on Saving…, check your internet connection and reload the page.

Someone is missing from the roster

Only people in the store's employee list appear on the roster. A manager who also works shifts needs adding as an employee: on the Staff tab, open their row menu in the managers list and choose Add to the roster as an employee. People who've been removed are under Past employees; click Restore to put them back. See Removing or restoring staff.

The roster doesn't show the hours I need

Open the day's menu (the ⋯ button on the day) and choose Change hours…. See Using the roster editor.

Wages show as $0

Your staff don't have pay rates yet. Add an hourly wage for each person on the Staff tab. See Changing wages and contracted hours.

If you're a manager and can't see wages at all, the owner needs to turn on Managers can see wages in the store's Settings tab. Only the owner can change that switch.

I can't log in

• Click Forgot password? on the log in page to get a reset link. See Resetting your password.
• New staff: look for the Choose your WeRoster password email. If the link has expired, use Forgot password? to get a new one, or ask your manager to send one.
• Make sure you're using the email address your manager added you with.

I keep landing on the Subscription page

Your free trial or subscription has ended, and a banner says You don't have an active subscription right now. Nothing has been lost. Choose Monthly or Annual, add your card and click Start subscription. See Starting or changing your subscription.

It says the store's subscription has ended

If you're a manager or employee and see ...'s subscription has ended. Ask ... to restart it, the store owner's subscription has lapsed. Publishing rosters and notifying staff are paused until the owner restarts it. Everything else still works. Only the owner can fix this.

Rosters also can't be published at an archived store. See Archiving a store.

The terminal keeps asking for a PIN

• The store PIN: a terminal needs the store's Terminal PIN once to unlock. An owner or manager sets it in the store's Settings tab, under shift tracking. Changing the Terminal PIN locks every terminal until the new PIN is entered. A terminal also locks if someone taps Lock, or if it isn't used for 30 days.
• Staff PINs: each person needs their own 4-digit clock-in PIN, set in Settings from the account menu, under Clock-in PIN.
• Too many wrong PINs: after five wrong tries, the terminal says Too many incorrect PINs and asks you to wait 15 minutes. A manager can give someone a new PIN with Reset clock-in PIN in their row menu on the Staff tab.

See Setting up the clock-in terminal.

I don't see Stores

Stores shows in the top bar (or the bottom bar on a phone) for owners and for managers. Employees see Timetable and Availability.

My plan changed on its own

That's expected. Your plan follows your staff count across all your stores. See Plans and pricing.

Things WeRoster doesn't do

• Reminders before each shift: WeRoster doesn't send them. Add your shifts to your phone's calendar with your calendar feed and let your calendar remind you. See Adding your shifts to your calendar.
• Leave balances: WeRoster records leave requests and decisions, but doesn't track how much leave someone has left.
• Payroll: there's no direct payroll connection. Download worked hours with Download CSV on the store's Shifts tab. See Reviewing and editing shifts.
• Spreadsheet rosters: rosters download as PDFs. See Downloading and printing rosters.

Still stuck?

Ask Ros, or email [email protected] with your store name and what you were trying to do. See Asking Ros for help and Contacting support and sending feedback.