Frequently asked questions

Quick solutions to common Wageloch questions about login, payroll exports, public holidays, staff management, leave, the mobile app, time kiosk, and award setup.

Login issues

Setting up your password

I've just received Wageloch admin access. How do I set my password?

If you can't remember your password or need to set one up for the first time:

1. Open your preferred web browser (Edge, Firefox, Chrome, Safari)
2. Visit https://app.wageloch.com.au
3. Enter your email address and click Forgot Password
4. Check your email for the password reset link
5. Click the link and set a password meeting the listed requirements
6. Log in with your new password

Standard login process

How do I access Wageloch to manage rosters and timesheets?

1. Open your web browser
2. Visit https://app.wageloch.com.au
3. Enter your email address and password
4. Click Log In

Multi-factor authentication (MFA) issues

I can't log in with my MFA code, my phone has no MFA code, or a previous user left MFA enabled. How do I reset it?

For all MFA-related issues:

1. Contact the Wageloch Helpdesk via email or phone (08) 7123 2993
2. Complete both verbal and email verification for security
3. Wait for Helpdesk confirmation before MFA is removed

Payroll

Export errors

I'm getting errors when exporting timesheets to my payroll system

For immediate payroll assistance:

1. Call the Wageloch Helpdesk immediately
2. If busy, leave a priority voicemail by pressing 2 when prompted
3. Provide your name, organisation, and contact number
4. Priority messages receive expedited response

Mapping and employee errors

I'm getting mapping errors or "employee doesn't exist" messages

Mapping errors

These occur when timesheet columns aren't linked to payroll categories:

1. Note the pay group and timesheet column name from the error
2. Click Settings (cog icon), then Payroll > Payroll Mappings
3. Select the affected pay group from the dropdown
4. Find the timesheet column in the list
5. Select the appropriate pay category for that column
6. Click Done to save
7. Repeat for all error messages
8. Try exporting again

Employee errors

Commonly caused by spacing or name-mismatch issues:

1. Check the employee's staff card in your payroll system
2. Click into the name field and press Home and End on your keyboard
3. Delete any extra spaces before or after the name
4. Save the changes

Other common causes

• Employee terminated in payroll before timesheet export
• Duplicate staff entries in Wageloch or payroll system

For duplicate staff issues, contact the Helpdesk to identify which record to keep.

Public holidays

Missing public holiday display

Public holidays aren't showing in my roster or timesheet

Your public holiday list likely needs updating:

1. Log into Wageloch
2. Click Settings (cog icon)
3. Select Public Holidays
4. Click Download Latest List
5. Choose your business location from the list
6. Review the liability prompt, then click OK
7. Check your rosters or timesheets to confirm the update

PHNoWork not available

I can't see PHNoWork for employees when the day shows as a public holiday

There are four possible reasons:

1. Outdated public holiday list - Update using the steps above
2. Casual employees - They're not eligible for PHNoWork
3. Salaried employees - They're paid for contracted hours regardless
4. Disabled pay group setting - Contact Wageloch to enable PHNoWork

For assistance with PHNoWork issues, contact the Helpdesk.

Staff management

Editing staff information

Why can't I edit employee information on staff cards?

If you can view but can't edit staff information (personal details, contact info, pay group, rates):

• Your payroll may be managed by a third-party provider
• Your internal payroll team has elevated access restrictions

I'm in payroll. Why can't I change details?

Check these common issues:

1. Site level access - Switch to Payroll level (top right)
2. Central Control settings - Check the Central Control/Overrides tab for email and phone controls

Adding new employees

How do I add an employee to Wageloch?

Choose one of two methods:

Import from integrated payroll

If the employee exists in your payroll system:

1. Log into Wageloch
2. Click Settings > Staff > Import > Staff
3. Ensure format matches your payroll system
4. Click Download Staff
5. Select the employee (they'll appear in blue)
6. Assign a Pay Group
7. Click Import Staff
8. Confirm prompts to complete

Manual staff card creation

For completely new employees:

1. Click Staff from the top menu
2. Click Create New (top right)
3. Complete all required sections, including personal details, pay group, and start date
4. Click Done to save

Terminating employees

How do I terminate an employee?

Termination archives employees rather than deleting them, preserving historical data:

Termination steps

1. Log into Wageloch
2. Click Staff from the top menu
3. Select the employee name
4. Click Other tab
5. Tick Terminate On and enter their last working date
6. Click Done to save

Troubleshooting termination issues

If Terminate On is greyed out:

• Check you're at the payroll level (not site level)
• Your payroll may be managed by someone else
• Contact the Helpdesk if issues persist

Leave management

Removing approved leave

There's a grey bar in my roster showing leave - how do I remove it?

Grey bars indicate pre-approved leave from the Leave Calendar. Only managers can cancel approved leave:

1. Log into Wageloch
2. Click the calendar icon (top right)
3. Select Staff Leave from the category tabs
4. Find the employee and click the arrow next to their name
5. Click the arrow next to the leave type to expand
6. Click Select on the request to delete
7. Edit specific days or use Clear All to remove entirely
8. Click Done to save

The grey bar should disappear and the roster becomes editable again.

Mobile app

Staff login issues

Staff can't log into the mobile app - "not registered" error

Recent staff additions

New staff access can take from 15 minutes to overnight to update:

1. Wait 15 minutes after staff creation
2. Have staff try password reset at: https://portal.wageloch.com.au/passwordreset.aspx
3. For immediate access, contact the Helpdesk to push server updates

Password reset process

If staff can set passwords but can't log in, they may be accessing the wrong portal:

1. Open the Wageloch Mobile App
2. Enter email address
3. Tap Reset Password (this sends an email)
4. Open email and click the link to set password
5. Close the browser window
6. Return to mobile app and sign in

For persistent issues, contact the Helpdesk.

Mobile app setup

How do I set up the mobile app for staff roster viewing and leave applications?

Setup overview

1. Log into Wageloch
2. Click Settings > Portal/Mobile App > Portal Setup
3. Progress through each section by clicking Next

Configuration sections

Security

• Set up Portal admin for additional mobile features.
• Confirm this setting is not linked to your actual admin user accounts.

Rosters

• Allow staff to view their own rosters.
• Allow staff to view other staff rosters.
• Disable roster viewing where required.

Leave

• Enable leave applications through the mobile app.
• Allow backdated requests if required.
• Set additional visibility options.

Availability

• Enable staff to submit work availability.
• Include specific timeframes.
• Use this especially for casual staff.

Emails

• Receive notifications for leave and availability requests.
• Set recipients by department.

Mobile App

• Enable shift replacement between staff.
• Add late clocking notifications.
• Configure other mobile features.

Site Information

• Business name and timezone
• Default day length for leave requests

Activate

• Review configuration summary
• Toggle YES and click Save Information

Staff will receive welcome emails with password setup instructions after activation.

Time kiosk

Removing employee credentials

How do I delete PIN/Password/Fingerprint/Face Scan from Time Kiosk?

Process is similar for tablets and computers:

Computer devices

1. Open Wageloch Time Kiosk
2. Click Settings (cog icon)
3. Log in with admin credentials when prompted
4. Click Delete Password/Pin/Fingerprint
5. Select the employee to deregister
6. Click Delete or Reset
7. Click Done to finish
8. Restart Time Kiosk if question mark doesn't appear

Tablet devices

1. Open Wageloch Time Kiosk
2. Click Settings (cog icon)
3. Select Delete Password/Pin/Fingerprint
4. Log in with admin credentials when prompted
5. Select the employee to deregister
6. Click Delete or Reset
7. Click Done to finish

Employees should show with a question mark (?) next to their name, ready for re-registration.

Facial recognition issues

Employee registration fails - "already registered" error

This usually occurs when someone accidentally registered as another person using "Facial Recognition with Name Selection":

Resolution steps

1. Have the affected employee stand with you
2. In Time Kiosk, tap Settings
3. Select Configuration and sign in with admin credentials
4. Change clocking method to Facial Recognition (touchless)
5. Click Save
6. Have employee attempt to clock in
7. If they registered as someone else, the incorrect name appears
8. Delete the accidental registration from the wrong employee
9. Re-register the employee correctly

Awards and pay rules

Creating new pay elements

I need a new pay group, pay rule, timesheet column, or right-click role

The Wageloch Helpdesk creates these elements for you based on your specifications.

Required information

Email the Wageloch Helpdesk with:

• Pay Group: Name or affected pay group
• Rule: What you need to add
• Behaviour: When it applies and payment calculation
• Exceptions: Special conditions (start/finish times, overtime rules)
• For Allowances: Frequency (always applied vs. conditional)

Rosters

Creating and managing rosters

How do I create a new roster?

1. Open Rosters from the main menu
2. Create or open the relevant roster period
3. Add and assign staff shifts as required
4. Save your changes

How do I delete a roster?

1. Open the roster you want to remove
2. Use the roster actions menu to delete
3. Confirm the deletion prompt

How do I add an existing employee to a roster?

1. Open the roster you want to modify
2. Add or locate the employee in the staff list
3. Assign the required shifts
4. Save changes

Timesheets

Understanding timesheets

I'm looking at my timesheet but don't understand what I'm seeing

Timesheets generally show employee hours, exceptions, and totals for the selected period.

If values look incorrect, review shift entries, leave entries, and payroll mappings before finalisation.

How do I finalise timesheets?

1. Review all employee timesheets for accuracy
2. Check for any exceptions or errors (highlighted in red)
3. Resolve any mapping issues or missing information
4. Click Finalise when ready to lock timesheets
5. Export to your payroll system if integrated

If your menu labels differ from this article, contact the Helpdesk and include screenshots so the team can guide you accurately.