Troubleshooting FAQ
Quick fixes for the problems people run into most. Each answer links to the full guide.
I can't sign in to Tip Sheet. What should I do?
Check you're using the email address your invitation was sent to, then choose Forgot your password? on the Sign in screen to set a new password. After five wrong passwords in an hour, sign-ins from that connection are paused for 15 minutes, so wait before trying again. If your account was never set up, ask whoever manages users in your business to invite you. See Your login and security.
I've lost my phone and can't get a two-step verification code. How do I get in?
If you set up a second method, choose Use a different method on the code screen. If you didn't, email Tip Sheet support at support@tipsheet.com.au and ask them to reset your two-step verification. Your manager can't reset it for you. See Locked out of two-step verification?.
Why does Tip Sheet keep asking me for a code?
Tip Sheet asks for a code on a device or browser it doesn't recognise. Once you've passed the check, that browser is trusted for 30 days. Clearing your browser's data, using a private window, or Sign out everywhere makes it ask again. See Two-step verification.
Why was I signed out?
Tip Sheet signs you out after about a day without using it, to protect your account. Sign in again and carry on; nothing you saved is lost.
Why can't I see a venue, a menu item or a button?
What you can see depends on your role at each venue. If a venue is missing, you haven't been given a role there; if a button is missing or greyed out, your role doesn't include that permission. Dependent venues also have no Dashboard. Ask whoever manages users in your business. See What each permission controls.
Why can't I change anything on the tip sheet?
The week is locked or paid, or your role doesn't include the permission for that change. A locked week has to be unlocked before anything changes. See When you can't change anything.
Card tips from the POS aren't showing. What should I check?
Open Tip Collection and check you're on the right venue and week; card tips arrive on their own, with nothing to import. If a whole day is missing, the POS connection may have stopped. Tip Sheet support is alerted automatically when a connection fails, but email support@tipsheet.com.au with the venue and dates too. See Card tips from your POS.
Shifts from our timesheet system aren't showing. What should I check?
Check the shift is approved in your timesheet system, then choose Import Timesheets on the tip sheet to fetch the latest shifts straight away. If a person is missing entirely, look on the Incoming tab in Staff Management. See Missing staff and late shift changes.
The tip sheet looks out of date. How do I refresh it?
Tip Sheet recalculates on its own, and Last calculated at the top shows when. If a banner says Live updates have stopped, choose Refresh in it. For a week more than 30 days old, select the round arrow icon beside Last calculated to recalculate it. To pick up changed shifts, choose Import Timesheets. See When it was last worked out.
Amounts changed after I changed a setting or a staff member. Why?
Changes to venue settings or to staff recalculate every week that isn't locked, so their amounts can move. Locked and paid weeks don't change. For example, marking someone Inactive takes them off unlocked weeks, and switching a venue between daily and weekly removes changes made by hand on unlocked weeks. Lock a week before changing settings that shouldn't affect it. See When someone leaves.
Where do Tip Sheet announcements appear?
Announcements from Tip Sheet appear in the notifications bell at the top right of the screen, beside your name. A red dot on the bell means there's something new. Open it to read them, and choose View all notifications for older ones. See Notifications.
How do I contact Tip Sheet support?
Email support@tipsheet.com.au. Support is by email only. Include your business and venue name, the week or date, and what you were trying to do; a screenshot helps.