FAQs – Support

Who do I call for Support?
The RosterLive Support Team is here to help you.  The Team is available 8:30 - 17:30 Monday to Friday (except on public holidays).  You can call them on 1300 766 365 or (02) 8399 1688.  Their email address is support@RosterLive.com and you can also Skype them at 'RosterLive'.  They are waiting for your call and will help with queries, new requirements and new orders.

How long will it take to get a resolution?
This depends on the query.  Many queries are resolved immediately with you on the phone.  We can log in to your database and view your issue to provide you with a quick resolution.

I’ve forgotten my RosterLive/ESS password, how do I reset it?
Click on the Forgotten Password link on the login screen.  A new password will be automatically emailed to you.  If you do not receive the email then contact your company's RosterLive Client Administrator.

My RosterLive account has been locked.  How do I unlock it?
Contact your company's RosterLive Client Administrator who will be able to unlock it for you.

Why have no clockings have come through to RosterLive from the terminal?
This is usually because RosterLive has lost connection to the terminal.  Reboot the terminal and ensure you can connect to the terminal via its internal IP address.  Check to ensure that no networking changes have been made to your network that may have affected the terminal setup.  If you can connect to the terminal and nothing has changed on your network then contact the RosterLive Support Team.

How do I delete an employee from RosterLive?
You can't delete employees from RosterLive.  Instead inactivate an employee by going into Employee > Employee Details and unticking the Active tick box and clicking Save.  By inactivating employees you can keep all their history for audit purposes and re-activate them if ever required.

Why can't one of our RosterLive users view a particular area of the application?
The user will have different permission levels.  Review their user login under Configuration > User Access and compare it to the other user's set up.

How do I register employees on the biometric terminal ?

Here is a video on this process:

 

One of our employees cannot scan using their fingers on the Biometric Terminal.  What can we do?
If an employee can't scan on a biometric terminal and you have tried to register them on multiple fingers, instead set the employee up with a password.  When they want to clock, they will enter their employee reference number and then their private password. It’s important to note that there are a percentage of people that can't be read by biometrics.

Here is a video on this process:

 

I am a Client Administrator however I can't approve leave for employees at this particular site.
The Client Administrator permission does not allow you to approve leave.  You need to review your user permissions under Configuration > User Access and tick the box Leave Approved against the relevant sites you wish to approve leave for.  Once you do this then your name will appear in the Leave Approver drop down on the Leave Request screen.

I have created a Leave Request for an employee however I can't see these details in the Employee Timesheet.  Why is this?
There are two reasons you may not be able to see details in the Employee Timesheet:

1. Pay Details are missing for the Leave Request.  Go to Employee > Leave > Leave Requests and click on the Add button under Pay Details.
2. The Leave Request has not been Approved.  Go to Employee > Leave > Leave Requests and ensure that the Leave Request has been Submitted and Approved.

How do I change our interpretation rules?
Please review your "RosterLive - Configuration Sign Off" document and review how the rules are currently set up.  Review how the change you want may affect other rules already in place and then supply details on the change you require along with an example to the RosterLive Support Team.

What is RosterLive's uptime?
Our objective is to provide a continuously operating service that is beyond the minimum levels specified by RosterLive as being available not be less than 99.8% measured over any calendar month.