Troubleshooting and frequently asked questions

Last reviewed: 2026-07-14

Answers to the questions that come up most often when getting started with Team Shift.

"Staff sync isn't available for this store"

This means your Shopify plan doesn't have access to the API Team Shift needs to pull your staff list automatically — it's limited to stores on Shopify Plus or Advanced, or stores where Shopify Support has specifically enabled it. It's not something Team Shift can turn on for you. Use Add manually on the Staff page instead — see Adding and importing staff.

"Staff member not found" on POS

This means Team Shift couldn't match the person currently logged into that POS device to a staff record. Check that they're assigned to that location, that they haven't been archived, and — if they were added manually rather than synced from Shopify — that they're not one of multiple manually-added staff sharing a location, which Team Shift can't disambiguate automatically. Full details in POS errors and offline mode.

What archiving a staff member does

Archiving is a soft-delete scoped entirely to Team Shift — it does not touch that person's actual Shopify or POS account. When you archive someone:

• Any timesheet they currently have active is immediately closed and marked complete.
• They disappear from active staff pickers used when building schedules or timesheets, though their historical timesheets remain intact.
• They can no longer clock in on POS — they'll hit "Staff member not found" if they try.

To bring someone back, open their staff detail page and use Reactivate staff.

Why a published-schedule email didn't send

Two things both need to be true:

1. "Email staff when a schedule is published" is turned on in Settings (it's off by default).
2. The staff member has an email address on file. Staff without one are silently skipped — no error, no email.

See Team Shift settings reference and Publishing schedules and notifying staff.

Why clock-in/out alert emails aren't arriving

Check that "Notify admin on clock-in/out events" is turned on, and that a valid Notification email address is set underneath it — both need to be configured for these alerts to send.

Locations showing the wrong or generic timezone

Team Shift applies a single timezone — your shop's account timezone — to every location, because Shopify's location API doesn't expose a truly separate timezone per location. If your locations are actually in different time zones, schedule and timesheet times will still be calculated using your shop's one timezone across all of them.

Next steps

• Team Shift settings reference
• POS errors and offline mode
• Adding and importing staff