FAQs for Agency Workers

The most common questions agency workers ask

Written by Iwona Jakobczyk

My profile hasn't been validated yet!

Your profile gets validated by your agency. They will validate your profile when they are ready to book you into shifts. Don't worry, they can still see your name on their planner even if your profile is not validated!

If your profile is at 100%, there is nothing else you need to do. If your profile is not at 100%, please fill in the missing information on your profile list. You can click each position on the list and you will be taken to the section of the profile where the information needs to be added.

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For more information, click the link below:

My profile hasn’t been validated yet!

How do I enter my start and stop times?

There are a number of things to check if you are unable to add your start or stop times to shifts that you have confirmed.

♦ Is the shift missing from your calendar? If you worked a shift but you don't have one showing in your Work Calendar, please contact your agency immediately—or you may not be paid properly.

♦ Is your start time very different from the planned one? It's not a problem that you started at a different time, you just need to speak to your agency and get them to update the time for you.

♦ Is there no clock icon showing on your shift? If you can't see a clock icon next to your shift, please contact your agency and ask them to turn on the feature which allows you to add your own times.

♦ Is your employment status correct? If you change your employment status without being told to by your agency, you will invalidate your profile. If you pay PAYE it should be PAYE, not self-employed.

For more information, click the link below:

I can't enter my start or stop times

Why has my shift been cancelled?

If your shift gets cancelled, you'll receive an email notification (as long as you have your contact preferences switched on!). Shifts might be cancelled for a number of reasons. Your agency consultant can usually provide this reason which should also show in the email. You can also check on your Work Calendar—the shift will show a status of (cancelled) next to it.

Occasionally, there might have been a mistake. If you think your shift has been cancelled wrongfully, please contact your agency directly. It's especially important to do this if you have already worked the shift and then see that your shift has been cancelled.

For more information, click the link below:

Why has my shift been cancelled?

Can I access my payslips on JoinedUp?

PAYE workers CANNOT see their payslips on JoinedUp.

Please contact your agency to resolve all pay issues. Your agency uses a different tool to generate your payslips. We cannot help with this as it's a different software from JoinedUp.

For more information, click the link below:

Can I access my payslips?

I'm not receiving emails about available shifts

Some agencies regularly send emails to their workers informing them about available shifts. If you're not receiving these emails please check:

• If your email address is validated

• If your contact preferences are set up correctly

• If your home address is saved correctly

If all of the above are ok, please report it to your agency so they can check if you were included in their mailing list. If your agency sees any technical issues, they will report it to the JoinedUp Support team for you.

For more information, click the link below:

I'm not receiving emails about available shifts

I'm not receiving any emails at all

If you are receiving NO emails from JoinedUp, there are a few things you can check:

• Have the emails been marked as spam by your mailbox? Check your junk/spam folder. The email address we send notifications from is:

• Has your email address been validated by JoinedUp? This is part of your initial registration process. The validation link is located in your invitation email.

• Are your contact preferences set up correctly? Check the Settings section under your profile.

• Do you see any shifts in your Work Calendar? If there are no shifts in your work calendar it means that your agency hasn't allocated you to any shifts yet. You can wait for one, or contact them directly.
  
  If there are shifts in your work calendar, and all of the above is set up correctly, contact us through the JoinedUp Users Portal. Please provide as much information as you can. We will need to know:

For more information, click the link below:

I’m not receiving any emails at all

I'm not receiving text messages (SMS)

Some agencies prefer to contact their workers via email only. If you don't receive SMS about available shifts but receive emails, this could be the reason. You can check that with your agency.

If you don't receive any text messages, including SMS about shifts being allocated to you, then you need to check:

• Is your mobile number validated?

• Do you have SMS notifications enabled in your Contact Preferences?

• Is our JoinedUp number +447418310045 on the list of blocked numbers on your device?

• Can you see any shifts in your Work Calendar?

If there are no shifts in your Work Calendar it means that your agency hasn't allocated you to any shifts yet. You can wait for one, or contact them directly.

If there are shifts in your Work Calendar, and all of the above is set up correctly, contact us through the JoinedUp Users Portal. Please provide as much information as you can. We will need to know:

For more information, click the link below:

I’m not receiving any text messages

I've been trying to contact my agency via JoinedUp but have received no response

Your agency may just be very busy and hasn't had a chance to reply to you yet. If there is anything urgent that you need to contact your agency about you can try another way, i.e., by giving them a call on the phone number they provided to you.

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