Help & support
The questions agencies ask most, and how to reach a person when the answer is not here.
Talk to us
Email support@staffready.com.au and we reply within one business day on Growth and Pro, or within two business days on Starter. Business days are Monday to Friday, Melbourne time. Tell us what you expected and what happened instead; a screenshot helps.
Setting up? Send us your worker spreadsheet and we'll import it (hello@staffready.com.au). For a privacy request use privacy@staffready.com.au; to report a vulnerability use security@staffready.com.au.
A worker is missing from the eligible list for a shift. Why?
Open the shift and expand Ineligible. Every excluded worker is listed with the specific reason, so you never have to guess. The four causes are:
- Role mismatch — their role is not the one the shift asks for.
- A credential is expired or missing — the exact credential and its expiry date are named.
- Outside availability — their availability template does not cover the whole shift window. Edit it on their profile under Availability.
- Already on a shift — they overlap with another booking.
Workers who are not Active never appear.
A worker says they did not get their portal invite.
Open the worker, then Invite to portal, and check the email address on their profile first — a typo here is the usual cause. You can resend as often as you need; each invite supersedes the last.
If email is still not reaching them, use Set portal password on their profile. That lets you set a password directly and read it to them, which is the fastest fix when someone is standing in front of you.
The pay rate on a shift is not what I expected.
Rates resolve in a fixed order, and the shift detail page shows which one was used:
- A worker pay override for that role and day type, if one exists.
- The facility rate card for that role and day type.
- The agency default rate.
Pay rate resolves when a worker is attached to the shift, not when the shift is created, because no worker exists at that point. The bill rate is the facility's and never changes based on who works it, so the margin moves when an override applies. The badge under the rates says exactly which tier won.
How do I get my data out?
Settings → Agency → Export data. You get a complete bundle: workers, credentials, facilities, rate cards, shifts, timesheets, invoices, pay runs and the audit log, as CSV files plus a JSON copy.
This keeps working while your account is read-only after a trial ends, because your data is yours regardless of whether you are paying us. Individual screens also have their own CSV export buttons, and workers can download their own data from the portal.
What happens when my trial ends?
Your account becomes read-only. You can sign in, see everything and export it. You cannot create or change records until you choose a plan.
Nothing is deleted. Pick a plan under Settings → Subscription and everything is live again straight away, exactly as you left it.
Does a credential marked verified mean StaffReady checked it?
No, and this matters. "Verified" records that someone in your agency marked it verified after looking at the document. We do not connect to AHPRA or any police check provider, and we do not certify anyone.
StaffReady is the register and the reminder system. Confirming a registration against the source remains your agency's responsibility. This is set out in section 6 of the Terms.