# Support Macros

Use these as starting points. Personalize them with the user name, shift, country, or provider.

## Worker Cannot See Shifts

Hi {{name}}, I can help. ZiloShift shows workers shifts in their saved city and matching roles. Please check that your country, city, town, and roles are saved under Profile. If those are correct and you still cannot see same-city shifts, send us the role and city you expect to see and we will investigate.

## Worker Verification Pending

Hi {{name}}, your verification may still be syncing. Ghana workers must complete front card, back card, liveness, and name match checks. Non-Ghana workers complete Didit verification. If you completed everything and still see pending, send us the time you verified and the account email so we can review the verification record.

## Ghana Card Name Mismatch

Hi {{name}}, the name on your ZiloShift account must match the name on your Ghana Card. This protects workers and venues from identity misuse. If your account name was entered incorrectly, we need to escalate it for review instead of changing it directly.

## Venue Billing Failed

Hi {{name}}, billing setup did not complete. I’ll check the payment provider connection for your country and the exact error returned. Ghana venues use Hubtel checkout, so if the checkout page did not open or returned an upstream error, we may need engineering to review the gateway logs.

## Venue Cannot See Applicants

Hi {{name}}, I’ll check whether the shift is open, whether workers have applied, and whether the applicant matching finished loading. If the applicant page stays blank for more than a few seconds, we’ll treat it as a loading issue and escalate it.

## Worker Accepted For Shift

Hi {{name}}, congratulations on being accepted. Please open the shift details and Messages to coordinate with the venue. On the day of the shift, clock in using the venue QR code or the available clock-in button, then clock out when finished.

## SMS Campaign Test Failed

The test SMS reached the gateway but Hubtel rejected it. Please check the returned details for phone format, sender ID length, SMS account credit, recipient blacklist status, or credential issues.

## Payment Delay

Hi {{name}}, I can check the payment status. Payout depends on the shift being completed, the venue/payment provider confirming funds, and your payout details being valid. Please send the shift date, venue/company name, and the payout method you selected.

## Dispute Received

Hi {{name}}, thanks for explaining. We’ll review the shift timeline, messages, clock-in/out records, and payment status before making a decision. Please send any screenshots or details that show what happened.