Staff and access FAQ
Quick answers about who earns tips at a venue and who can sign in to Tip Sheet. Each answer links to the full guide.
A new starter isn't showing up. Where are they?
People arrive from your timesheet system after their first shift. Look on the Incoming tab of Staff Management first, then search the Inactive tab in case someone declined them. If they're in neither, check they're set up in your timesheet system at the location connected to this venue. See Approve new starters.
A new starter worked all week but got no tips. Why?
They were probably still on the Incoming tab, or in the waiting room, when the tips were calculated. Only Active staff earn, from their activation date. If the week isn't locked yet, configure them as Active and Tip Sheet recalculates it. If it's already locked, it has to be unlocked first, which changes other people's amounts too. See Approve new starters.
Why is a staff member sitting in the waiting room?
Your venue makes new starters wait a set number of days before they earn tips. The Days to auto approve column shows how long is left, and Tip Sheet makes them Active overnight when it reaches zero. To bring them in sooner, choose Approve Now; they then earn from today. See The waiting room.
How do I remove someone who has left?
Once the last week they worked is locked, open their row menu in Staff Management and choose Mark As Inactive. Don't do it before that week is locked, or their tips for it go to everyone else. You can't delete staff; Inactive keeps their history. See When someone leaves.
If they also had a Tip Sheet login, that's separate: see Give someone access.
Can I add a staff member myself?
Only at a dependent venue with no timesheet system. Everywhere else, staff come from your timesheet system, so add them there. See Add staff by hand.
I changed someone's name or email in our timesheet system. Why hasn't it changed here?
Tip Sheet takes a person's name, email and phone number from your timesheet system only once, when they first arrive. Change them in Tip Sheet too, with Edit details on their profile.
What does the red ! beside a name mean?
In Staff Management, a red ! beside a name means the person has no email address or no mobile number; point at it to see which. You need both to send them the bank details invitation. People who worked but aren't Active, so they aren't earning, show differently: as a yellow message at the top of the tip sheet. See Staff Management.
Why can't I produce the bank file?
Most often, someone owed money has no bank details. Tip Sheet names them. Get their details in, then try again. See Bank details.
A staff member says their bank details are wrong. What do I do?
Send them the bank details invitation so they can correct the details themselves, and their status becomes Verified. Avoid Import Banking Info for them unless your timesheet system definitely has the right account: it can overwrite what they confirmed. See Bank details.
Why can't I change this setting?
Your role doesn't include the permission for it. Each kind of staff change is its own permission: status, tip points and departments, contact details, bank details, and so on. Ask whoever manages users in your business. See What each permission controls.
How do I give someone access to only one venue?
Give them a role at that venue and no others. Access is set venue by venue, so a person only reaches the venues listed against them. See Give someone access.