Troubleshoot a Team Member Not Seeing Their Shift

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At a glance

A team member messages saying they cannot see their shift on today's lineup, or their OneClick account shows no upcoming shifts at all. This is almost always one of five causes: the HotSchedules sync has not completed, their OneClick account was auto-archived, their HotSchedules email does not match their OneClick login, they are looking at the wrong FOH/BOH area, or the shift itself was never created. This article walks through each in order; work the list top to bottom.

Before you start

1. Confirm what the team member is actually seeing. "I do not see my shift" can mean the app shows no shift for today, the app shows the wrong shift time, or the team member is on the lineup but not assigned to a position. Each has a different fix.
2. Have your store number and the team member's name and email ready.
3. Know whether your store uses HotSchedules. The diagnostic path differs meaningfully.
4. Estimated time: two to ten minutes, depending on which cause applies.

Diagnostic sequence

Step 1: Confirm the shift exists in the source of truth

If your store uses HotSchedules: open HotSchedules and confirm the team member has a scheduled shift for the date in question. If there is no shift in HotSchedules, there will be no shift in OneClick either. Create the shift in HotSchedules or use Create Shifts in OneClick for today-only coverage. Skip to Step 6.

If your store does not use HotSchedules: open the Shifts screen on your own device and look at the full roster for the date in question. If the team member is not in the roster at all, the shift was never created. See Create and Edit a Shift to create one.

Step 2: Check HotSchedules sync timing

If the shift exists in HotSchedules but not in OneClick, and you recently added or edited it, check the timing. HotSchedules sync runs roughly every ten minutes. If the edit was under ten minutes ago, wait and refresh. If twenty minutes have passed and the shift still has not appeared in OneClick, the sync itself may have an issue. Skip to Step 5 for account-level checks; if those pass, submit a support ticket (the sync is not self-serve recoverable).

Step 3: Check whether the team member's account is archived

OneClick auto-archives team member accounts when they have no scheduled shifts. If the team member has been off-schedule for a while and is just being scheduled again, their account may still be in the archived state until the next sync restores access.

On the team member's profile in OneClick, look for an archived status indicator. [VERIFY: exact label for archived status on the profile.] If archived, wait for the next HotSchedules sync (ten minutes) to auto-restore access. If the team member is someone who frequently has scheduling gaps (for example, a GM who rarely has coded shifts), apply the Longterm Employee permission so the account stays active regardless of current scheduling.

Step 4: Check the HotSchedules email to OneClick login match

OneClick logs team members in using the email address connected to their HotSchedules profile. If the HotSchedules email and the email the team member uses to log in to OneClick do not match, the two systems do not connect for that person.

Confirm by asking the team member what email they use for OneClick, then checking what email is on file for them in HotSchedules. If there is a mismatch, the fix is in HotSchedules: update the HotSchedules email to match the OneClick login email. Wait ten minutes for sync.

Step 5: Check the FOH and BOH toggle

If the team member can see today's date but says their position is not there, check whether they are looking at the wrong area. The FOH/BOH toggle applies across features, and a BOH team member looking at the FOH view will see the date but not their own position.

Ask the team member to toggle FOH/BOH on their device. For leaders assigned to both, this is easy to miss because their name appears in both views.

Step 6: Confirm the shift has an area set

In the Edit shift dialog, if both FOH and BOH are unchecked, the shift is effectively deleted (the OneClick Create and Edit a Shift article notes this explicitly as a delete mechanism). If a team member reports their shift disappeared, check whether someone cleared both area checkboxes during an edit. Re-check FOH or BOH and Save All to restore.

Step 7: Submit a support ticket

If none of the above resolves the issue, submit a support ticket. Include:

1. Your store number.
2. The team member's name, email, and the date of the missing shift.
3. Whether the store uses HotSchedules.
4. Screenshots of the shift in HotSchedules (if applicable) and what the team member sees in OneClick.
5. The results of each diagnostic step above (shift exists in HotSchedules, account not archived, email matches, correct FOH/BOH view, area checked on the shift).

The more of the diagnostic path you document, the faster support can resolve the ticket.

Common gotchas

The team member says their shift time in OneClick is wrong by an hour.

Usually a time-zone issue on their device, not a shift-data issue. Have them check their device time zone and OneClick account settings for a time-zone mismatch with the store's time zone. If both are correct and the shift time still shows wrong, submit a support ticket with screenshots.

The team member is on the lineup but not assigned to any position.

This is a different problem from "cannot see my shift." They are visible in the lineup, meaning the shift synced correctly; they just have not been placed on the layout yet. A leader needs to drag them onto a position, run Auto-Scheduler, or use Copy from a previous layout.

The shift is there but the team member cannot open their own profile.

Account-access issue, not a shift issue. Have the team member log out and back in. If that does not resolve, their account may be archived despite appearing on the lineup (edge case where the sync picked up the shift but has not fully reactivated the account). Wait ten minutes, try again. If still stuck, submit a support ticket.

A leader is missing from their own Shifts view even though they have a shift.

Check whether their HotSchedules job code is area-specific (FOH Leader or BOH Leader) and whether the Shifts view they are looking at matches. A BOH Leader looking at the FOH view will not see themselves. Flip the toggle.

The team member says their shift appeared yesterday and then disappeared.

Two likely causes. First, someone edited the shift in HotSchedules and the sync removed it on the next cycle. Second, someone edited the shift in OneClick's Edit dialog and unchecked both FOH and BOH (which deletes the shift). Check the HotSchedules history for yesterday's scheduled shift and the OneClick shift state today; whichever one is blank shows where the change happened.

Related articles

1. Understand the Shifts Screen (Reference). Covers FOH/BOH toggle behavior and HotSchedules sync cadence.
2. Create and Edit a Shift (How-To Guides). Covers creating or repairing a shift directly in OneClick.
3. Use Auto-Scheduler (How-To Guides). Use after a shift is confirmed present but not placed on a position.
4. Understand Job Codes (Reference). Covers HotSchedules job codes to OneClick area mapping.
5. Request a Permission Change (How-To Guides). Use this if Longterm Employee permission is needed for a specific team member.

Still stuck

If the diagnostic sequence above did not identify the cause, submit a support ticket with all the diagnostic results from Step 7 above. Support typically responds within one business day.

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Pre-publish checklist status

11 e5f5b2ad-6bac-440e-bdf7-1d060eabd2ee complete Seven sections filled, adapted for Troubleshooting category (Steps section becomes Diagnostic Sequence with numbered troubleshooting steps).

12 4287bd5c-cadf-466c-8645-ec3596767290 complete No em dashes, no hedge words, permission-based role references.

13 10085d35-e07d-4f20-825e-694e26ad11e8 complete No real identifying data.

14 07810d3c-a57f-44ef-b8f6-4f15a846167d complete Troubleshooting diagnostic sequence is ordered from most common to least common cause, then escalates to support ticket.

15 75bb74da-d720-4b8a-90f0-080d4eccf1dc incomplete UI verified against Production.

16 88756102-bad7-4daf-9c2c-5e89f9d1cc65 incomplete VERIFY block on archived status profile indicator label.

17 05d2ae96-c815-4dcc-b08a-7b619dbcaf9d incomplete Screenshots where applicable (archived status indicator; Edit shift dialog with FOH/BOH checkboxes; mismatched email scenario).

18 e3b054dd-7766-4de7-b974-36ab85d6579f incomplete Related article links activated.

19 812f9c2a-7b9f-4568-b0bd-e28963c4dfff incomplete Primary search term tested (likely "cannot see my shift," "shift missing," or "shift not showing").

20 9cca6511-1e13-4775-8087-22af0287787e incomplete Reviewed by Jared and Kevin.

Template observation

This is the second Troubleshooting article in Phase 2 (joining Troubleshoot a Moola Redemption Issue). The diagnostic sequence shape, ordered from most common to escalation, mirrors the Phase 1 Troubleshooting articles (Why a Checklist Is Not Appearing, Why a Passport Will Not Stamp, Why a Rating Prompt Will Not Clear). Propose folding this diagnostic-sequence shape into Template Spec v0.5 as the canonical Troubleshooting pattern.

Source

Synthesized from existing kb.oneclickapp.com Shifts Overview article (HotSchedules sync, Longterm Employee permission, FOH/BOH toggle, Create Shifts, Edit shift FOH/BOH delete behavior) plus reasonable inference from the HotSchedules email-to-login match and account archival behavior described in the FAQs.