Get help with SmartRoster
Answers to the questions we're asked most, and a direct line to us for everything else — on the web portal or in the SmartRosterAI mobile app.
Contact us
Ask your administrator
Account approvals, password resets, roster changes and site settings are managed inside your own organisation — your manager or administrator can action these fastest.
Reporting a problem? Include your organisation's name and what you were doing when it happened. That's usually enough for us to reproduce it.
Common questions
I can't sign in
Your organisation's administrator approves accounts before the first sign-in, so a brand-new account may still be pending. If you've forgotten your password, your manager or administrator can reset it. Sign-in accepts either your email or your username.
My shifts aren't showing in the mobile app
The app shows published shifts only. An empty week usually means your manager hasn't published it yet. Pull down to refresh, and check the same week in the web portal to confirm.
Check-in says I'm outside the site area
Check-in compares your device location against your rostered site. Turn on location services for SmartRosterAI and check in once you're at the site. Your organisation decides whether an off-site check-in is blocked or allowed and flagged for your manager.
Trip tracking isn't recording distance
Trip tracking needs location permission and runs while the app is open. Start the trip after you check in, keep the app open while you travel, and stop the trip before you check out — the measured distance then lands on your timesheet.
I forgot to check out
SmartRoster closes forgotten shifts automatically and notifies your manager. Submit a timesheet correction from the shift screen with the time you actually finished; your manager approves it.
Policies
Read our Privacy Policy for what the platform collects and how location data is handled, and our Terms of Service for the rules of use.