What to send

The more of this you include, the faster it gets fixed. None of it identifies you, and none of it is collected automatically.

What you expected to see, and what you saw instead.
For anything about a number: the breakdown from the “where the money comes from” screen. It contains the hours, the rates and the rules, which is everything needed to reproduce it.
Your phone and its OS version, and the app version from Settings.
Please do not send a pay stub unless we ask, and if we do, cover up anything with your social security number, bank details or address on it.

Things that come up

A number looks wrong

Tap the number. Every figure opens to the arithmetic behind it — the hours, the rate, and which rule priced them.

Check your pay rules first: which overtime method your employer uses, when your workweek starts, and whether your break is deducted automatically.

If the working still looks wrong, send us the breakdown from that screen along with what you expected. A wrong number is treated as a bug, not a support question.

Restoring a purchase

Settings → Restore purchases. It talks to the store, not to us.

Make sure the phone is signed in to the same App Store or Google Play account that bought it. A lifetime purchase restores on any device on that account.

If the store says you own it and the app disagrees, send us the date of purchase and which store — we can look at the entitlement without needing anything else from you.

Moving to a new phone

Same platform: restore the phone from its own backup and your record comes with it. Check Settings → Backup shows a recent date before you wipe the old one.

iPhone to Android, or the other way: use the encrypted export file. Settings → Export, save the file somewhere you can reach it, then import it on the new phone. It is free and it works in both directions.

Do the export before you factory-reset anything.

Backup and restore

Backup is automatic and free, and it is never behind the paywall. Settings shows when it last ran.

On iPhone it uses iCloud; on Android, Auto Backup. Both need the platform’s own backup switched on for the phone.

If the status has not updated in a while, the usual causes are a full iCloud account or a device that has not been on Wi-Fi and charging.

The clock kept running

A clock left running for days is flagged and never paid automatically — the app will not invent hours for you.

Open the shift and set the real out-time. The edit is recorded with a timestamp, and the original is kept.

A schedule photo would not read

The app tells you when the reading was poor rather than guessing. Nothing is imported without you confirming it.

A flatter, brighter photo of just the grid usually works. If your portal exports an .ics file, that path is exact.

Failing that, paint the week by hand — a normal week takes under a minute.

Reporting a wrong number

This is the one that matters most. ShiftStub exists because every rival's reviews say the same two things — the math was wrong, and my data disappeared. Every report of a wrong number becomes a test case in the pay engine before the next release, whether the fault turns out to be ours or a rule that was set up wrong.

Accessibility problems

Anything that makes the app or this site hard to use goes to the same address, and there is a fuller statement on the accessibility page.

What we cannot do

Recover data with no backup and no export. There is no account and no copy on our side. That is the trade for your record not being on somebody's server.
Tell you what you are legally owed. We can show you how a figure was worked out. Whether you are owed it is a question for your employer, your union or your state labour agency.
Issue refunds. Apple and Google handle those under their own policies.