Frequently asked questions

Workers submit timesheets after completing shifts. Once an agency admin approves a timesheet (and the client approves it if client-side approval is enabled), the timesheet is marked as eligible for invoicing. The agency then goes to Invoices → Generate, selects the billing period, and Subshift pulls all approved, uninvoiced timesheets into one invoice per client. See Generating invoices.

Yes, if the agency has enabled client-side timesheet approval for that client account. When enabled, the client sees a Timesheets section in their portal and can approve or flag submissions before they reach the agency. If not enabled, the agency approves all timesheets on behalf of the client. Contact your agency to find out which mode is configured for your account.

Rates are taken from the rate card configured for the client at the time the timesheet was approved. If a rate card has been updated since then, the original approved rate applies. Contact your agency if you believe an incorrect rate has been used on an invoice.

If Subshift works through all eligible workers and none accept (all decline or time out), the shift moves to UNFILLED status. The agency is notified. From there, the agency can manually contact workers directly, recruit additional workers for the position, or cancel the shift. See Shifts overview.

Shift offers expire after approximately 15 minutes with no response. If the worker doesn't accept or decline within that window, the offer moves to the next eligible worker automatically. Workers should enable push notifications to avoid missing offers. See Notifications.

Your agency can configure preferred workers for specific clients or sites. When a shift is created, Subshift tries preferred workers first before widening the match to the full eligible pool. Speak to your agency about setting up preferred workers for your site.

Yes. You can cancel a shift at any point before it is completed. Workers who have accepted will be notified of the cancellation. Check your agency's cancellation policy — short-notice cancellations may incur a charge. See Shift detail.

The worker's compliance status changes to non-compliant for positions that require the expired document. They are automatically excluded from shift matching for those positions until the document is renewed and approved. The agency's compliance dashboard flags them. See Compliance overview.

The default warning window is 30 days before expiry. Agencies can configure a longer threshold per document type — for example, 60 or 90 days for critical documents like DBS checks. See Document types.

Currently, documents are uploaded one at a time per worker. Bulk document import is on the roadmap. For now, upload documents individually through the worker detail page or ask workers to upload their own documents through the worker app. See Managing documents.

The agency portal supports a worker import flow for adding multiple workers at once from a spreadsheet or CSV. Go to Workers → Import to access it. Individual workers can also be added one at a time or invited by email. See Adding a worker.

An agency admin can resend the invite email or copy the invite link from the worker's profile and send it via another channel (e.g. WhatsApp or SMS). See Adding a worker.

Yes — the worker app works in any modern browser, including on desktop. The mobile experience is optimised for phones, but all functionality is available on desktop. Push notifications, however, require the app to be installed as a PWA on a supported mobile browser.

Subshift is a Progressive Web App (PWA). This means your agency can update it instantly without waiting for app store approval, and workers never need to manually update. You install it from your browser in under 30 seconds. See Install on your phone.

Check that: (1) you've allowed notifications for the browser you used to install the app; (2) the app is installed to your home screen (not just a browser tab); (3) battery saver mode is off or Subshift/Chrome is excepted on Android; (4) Do Not Disturb is off or the app is allowed through. See Notifications troubleshooting.

Yes, on iOS 16.4 and later, PWAs support push notifications when installed to the home screen via Safari. On older iOS versions, SMS or email notifications are used as a fallback. See Notifications.