How can we help?
Answers to the questions we're asked most, for TeamSure customers and anyone thinking of joining.
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Signing in and passwords
Where do I sign in?
Go to app.teamsure.co.uk and sign in with your email address and password. You can save it to your phone's home screen so it's one tap away.
I've forgotten my password
On the sign-in page, choose Forgot password and enter your email address. We'll email you a link to set a new one. If it doesn't arrive within a few minutes, check your spam or junk folder.
I've been invited but can't sign in
Open the invitation email and use its link to set your password first. If the link has run out, ask whoever looks after TeamSure at your workplace to resend your invitation from Users in System Settings.
How do I add two-step sign-in?
Open your preferences from your name at the top right of TeamSure. Under two-step sign-in you can use an authenticator app, which shows a 6-digit code each time you sign in on a new browser.
I've signed up but haven't had my email
When you sign up we email a link to confirm your address and set your password. It can take a few minutes. Check your spam or junk folder, and if it still hasn't arrived, send us a message.
Adding team members
How do I add someone?
Admins go to System Settings, then Users, and choose Add user. The person gets an email invitation to set their password. Their HR record is then under Team, Employees.
Can I choose what each person sees?
Yes. Each person has a role, and roles decide what they can see and do. You set roles up in Roles & Permissions in System Settings. Who manages whom is set in HR settings under job roles and hierarchy.
Someone has left. What do I do?
Open their record and mark them as a leaver with their leaving date. Their access stops, their records are kept, and they no longer count towards your plan.
Do managers and admins count towards my plan?
Yes. Everyone with an active TeamSure login counts, including you. People who have left, or whose access has been switched off, don't.
Holidays and absence
How does someone book time off?
They choose Request time off under Me in the menu, pick the dates and send it. Their manager is told and can approve or decline it.
Where do I approve requests?
Under Team, in Time off requests or HR approvals. Time off requests also has a calendar so you can see who else is off before you decide.
Where do I set holiday allowances and bank holidays?
In HR settings. When you first open HR, the "Set up HR" steps on the dashboard walk you through your holiday year, allowances and how bank holidays work.
How do people report sickness?
With Report absence under Me. Managers see absences under Team, in Absences & can't-dos.
Rotas and shifts
How do I make a rota?
Go to Team, then Rota, and choose New rota. Add shifts for each person, then publish it. Until it's published it stays a draft that only managers can see.
Where do staff see their shifts?
In My rota under Me. They can add their shifts to their phone's calendar so changes appear there by themselves.
Can people pick up spare shifts?
Yes. Shifts that need more people appear under open shifts on My rota, and people can claim them. Their manager is told.
How do hours get to payroll?
Hours worked feed into Timesheets under Hours & pay. Once approved, you can download them for your payroll provider.
Billing and plans
Where is billing?
In System Settings, under Subscription & Billing. You can see your plan, update your payment card and download invoices there.
How do I change my plan?
On the Billing page, choose a plan. You can move to a bigger plan, or switch between monthly and yearly, whenever you like. See our pricing for the plans.
When will I be charged?
Monthly plans start with 14 days free and the first payment is taken when the trial ends. Yearly plans are paid when you sign up. After that, your card is charged on each renewal date.
Is VAT added?
No. We're not VAT registered, so the price you see is the price you pay. If that changes we'll tell you at least 30 days before.
How do I cancel?
From the Billing page, at any time. Your plan stays active until the end of the period you've paid for. Your information is then kept for 90 days in case you change your mind.
Data and privacy
Where is our data kept?
On our own servers in the UK. Card details are handled by Stripe and never stored by us. Our privacy notice lists everyone who helps us run TeamSure.
Who is responsible for our staff records?
Your organisation is. You decide what's kept and who sees it, and we hold it for you and follow your instructions. Our terms include the data processing agreement.
Can we get a copy of our data, or have it deleted?
Yes. Email info@teamsure.co.uk from your account's email address and tell us what you need. When an account closes, we keep the information for 90 days, then it may be deleted.
What about old records and data breaches?
Data retention under Reports helps you see records you may no longer need to keep. If something goes wrong, record it in the Data breach log, which helps you decide whether it needs reporting to the ICO.
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Send us a message
Tell us what's happening and a real person will get back to you. If you're a customer, use the email address you sign in with so we can find your account.
- Or email info@teamsure.co.uk
- Never send passwords or card details by email or this form