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FAQ’s

How do I use the app? 

When you arrive at your shift you must log in to the app, select your shift, and press ‘Start Shift.’ The app can detect your location. Once you have completed your shift, press ‘Finish Shift.’ This will ensure there is no delay in your payment.

When do I get paid? 

You are paid 48 hours after the shift has been completed. 

  • Monday Shifts – Wednesday before 5pm 
  • Tuesday Shifts – Thursday before 5pm 
  • Wednesday & Thursday Shifts – Friday before 5pm 
  • Friday & Saturday Shifts – Monday before 5pm 
  • Sunday Shifts – Tuesday before 5pm

How do I cancel my shift? 

Please call 0330 094 5922. You must inform us so that we can try to recover the shift. Ensuring the care home has cover is essential. We will not accept cancellations via email, text or Smartsupp. Please, do not contact the care home directly. 

When will I be accepted for a shift? 

All shifts are allocated by the care home management team. Care homes aim to assign the shifts as soon as possible.

What happens if I cancel my shift with less than 24 hours’ notice?

You will be liable for an admin fee and your reliability score will decrease.

How do I ensure I pass compliance? 

It’s your responsibility to update your compliance documentation on the app. These include:

  • Right to work documents
  • SSSC (Scotland) 
  • DBS (England)
  • PVG
  • Training

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