How it works
After each shift, the hours go on a timesheet (paper, app or portal). The client approves it, the agency processes it before its payroll cut-off, and you're paid in the next pay run, often a week or more later.
Why shifts go missing
- The timesheet wasn't submitted or signed
- The client didn't approve it before the cut-off
- The wrong hours or rate were entered
- The shift was booked under a different assignment
Stop it happening
Know your agency's cut-off day and pay date. Keep your own record of every shift, check it against each payslip, and chase anything missing straight away with the date, hours and client.
A typical week
You work Monday to Thursday. The client approves timesheets on Friday, the agency's cut-off is Monday at noon, and you're paid the following Friday. A shift approved on Tuesday instead of Friday misses the cut-off and is paid a week later. That's not a missing shift yet, but it is one to chase if it's not on the next payslip.
Your own record is your backup
Agencies work from what was approved, not from what you worked. If the client approved 10 hours for a 12-hour shift, that's what you'll be paid unless you challenge it. Note the real start, finish and break for each shift as soon as it ends.
Keep your own record
With Shiftaan you can mark each shift paid, part-paid or disputed, and see what every employer still owes you. It's free for up to 3 companies.
Common questions
Why wasn't my agency shift paid this week?
Usually because the timesheet wasn't approved before the payroll cut-off. Check its status with your agency; it should then appear in the next pay run.
Who do I chase about a missing agency shift?
The agency, or the umbrella company if that's who pays you. The client approves the hours but doesn't pay you.