My profile hasn't been validated yet!

The validation process is something your agency needs to do. They will validate your profile when they are ready to book you onto work. Don't worry, they can still see your name on the 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 by clicking on the hyperlinks.

For more info, click this link:


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.

1) 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.

2) Is your start time very different to 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.

3) 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.

4) 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 info, click this link:


Why has my shift been cancelled?

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

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

For more info, click this link:


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 will use a different tool to generate your payslips. We cannot help with this as its a different software to JoinedUp.

For more info, click this link:


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 our support team for you.

For more info, click this link:


I'm not receiving any emails at all

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

- If the e-mails have been marked as spam by your mailbox (junk/spam folder): the e-mail address we send notifications from is system@joinedup.com
- If your email address is validated

- If your contact preferences are set up correctly

- If 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, please contact the JoinedUp support team via the live chat button in the bottom right corner. Please provide as much information as you can. We would need to know:
- When did you receive the last email from JoinedUp?

- Which shift you've not been notified of?

For more info, click this link:


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, here is what you can check:

- Is your mobile number validated

- Are your contact preferences set up correctly

- 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, please contact the JoinedUp support team via the live chat button in the bottom right corner. Please provide as much information as you can. We would need to know:
- When did you receive the last SMS from JoinedUp?

- Which shift you've not been notified of?

For more info, click this link:


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

Your agency may just be very busy and didn't have a chance to reply to you. If there is anything urgent that you need to communicate with your agency try contacting them in another way, i.e by giving them a call on the phone number they provided.


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