When something is wrong

Your browser is running an older copy of Rostery than the server expects, so one request failed while the cached data stayed on screen. Reload the page bypassing the cache — Ctrl+Shift+R on Windows, Cmd+Shift+R on a Mac. If it keeps happening, sign out and back in.

A web session lasts twelve hours, and changing your password ends every session immediately, including the one you are using. The phone app is different: it stays signed in until you sign out of it yourself.

That is deliberate and it is not a permission you can be granted. Each organisation in Rostery is a separate company and no data crosses between them. Nobody — including platform support — can read your records from another organisation.

Three things block a save: the worker already has a shift that overlaps, the worker is marked unavailable at that time, or the shift has no service type. The message at the top of the form names which one it is. Overlap is a hard block; an unavailability can be overridden with a reason.

It has not been published. A shift stays a draft until you publish it, which is what lets you build a week before anyone sees it. Publish from the shift itself or in bulk from the scheduler.

The check compares the phone’s position with the client’s address. If the client address has never been geocoded there is nothing to compare against, and the app warns rather than blocks. Fix it by re-saving the client’s address and picking a suggestion from the list, which stores the coordinates.

That is the cancellation policy doing its job. Short-notice cancellations are usually still billable to the participant and still payable to the worker, because that is what the service agreement says. The policy that applied is shown on the cancelled shift.

Almost always the worker is not in a pay group, or the pay group exists but its rates are zero. Open the worker, check the pay group on their employment details, then open that pay group and confirm the rates are filled in.

The casual rates in Rostery already include the 25% casual loading, because that is how the SCHADS award publishes them. If a loading has also been added as an allowance it is being applied twice. Remove the allowance, not the rate.

The shift type is what selects the rate, and it is taken from when the shift actually runs — not from what was planned. A shift that ran into Sunday morning is paid at the Sunday rate for those hours. Check the shift’s recorded start and finish on the timesheet.

Nothing is invoiced until its timesheet is approved. An unapproved timesheet is invisible to invoicing, payroll and claiming alike. Approve it and re-generate.

Travel is charged from a price book item, so the service needs a kilometre item attached to it. Without one there is no rate to charge at, and the kilometres are recorded but not billed.

The usual causes are the registration number and the claim reference. The registration number must be the eleven-digit form with no spaces or hyphens, and the claim reference must contain no hyphens. Both are set in Plan Management settings, which override what is on your branding.

Approval requests are sent by SMS, so the participant needs a mobile number on one of their contacts. An email address alone is not enough. Add the mobile to the contact and re-send.

Live tracking uses Google Maps, and the key is set per organisation rather than shipped with the software. Add it in Settings; it is stored encrypted. Until it is set, the map falls back to an open map with no route detail.

This happens with files brought in by a bulk import, which arrive without a type recorded. Re-uploading the document from your computer fixes it, and the assistant can then read it.

The SCHADS rates come down from the platform for every organisation, so they are maintained centrally and you do not edit them. What you can set is your own variation on top, which is kept separately and survives a platform update.