ShiftKey Customer Service — Expert Guide for Clinicians and Facilities

Overview and how ShiftKey customer service is structured

ShiftKey operates primarily as a digital marketplace connecting clinicians (RNs, LPNs, CNAs, respiratory therapists, etc.) with healthcare facilities for per-shift work. Because the product is transaction-driven, customer service is optimized around quick, documented interactions inside the app and via email. As of 2024 best practice, expect most platform-first support to be routed through in-app messaging and a centralized support ticket system rather than a universal phone line; this design preserves audit trails for shift disputes, payments, and credential verification.

For clinicians and facilities, that means every important interaction — shift changes, missed punches, license uploads, pay disputes — should be done through the app or the support portal so tickets are created and timestamps preserved. If you need to escalate, gather the ticket ID and the exact shift IDs before contacting a higher-level representative: this reduces resolution time and prevents repeated verification steps.

Primary contact channels and recommended use

Use the in-app Help/Support first for operational problems (shift cancellations, credential uploads, time-clock discrepancies). In-app chat or ticket submission provides the metadata the support team needs: shift ID, clock-in/clock-out timestamps, and attached photos or documents. For questions about account setup, identity verification, or 1099/W-2 paperwork, submit a support ticket and attach the required documents directly through the secure portal.

If you require faster, synchronous help (safety incident, immediate patient-care risk, or fraud), use any emergency contact options provided in the app or the facility’s direct clinical operations number. For billing or tax documents that must be mailed or faxed, ShiftKey will typically provide a secure upload link or an address on request — never email sensitive images without encrypted upload. Always confirm the correct upload URL from inside your account to avoid scams.

Verification, credentialing, and document turnaround

Credentialing is the most frequent cause of blocked shifts. To accelerate verification, prepare: a) current nursing/clinical license (state number and expiration date), b) proof of immunizations (titer results, MMR/TDAP), c) BLS/ACLS certifications with expiration dates, and d) a government-issued ID. Upload files in PDF or high-resolution JPG; blur nothing. Typical turnaround for straightforward, complete submissions is 24–72 hours, but incomplete packages can extend to 7–10 business days.

If credential verification fails, the support ticket should contain the specific rejection reason and the exact missing field. Request a compliance checklist and an estimated re-verification SLA in writing. Maintain a local copy of every credential file name-stamped and dated to speed re-submission; this is especially important during seasonal demand spikes when turnaround times often increase.

Shift problems, payouts, and common dispute resolutions

Payout questions are among the top three support reasons. Before opening a dispute, gather: shift ID, facility name, scheduled hours, actual punch times, and any in-app photos or messages that corroborate worked time. Typical resolution flow: support reviews logs (24–72 hours), confirms any manual adjustments, and issues a correction via the next payroll cycle. If a payroll correction is urgent, request an interim payment or ACH advance if the platform offers one — include ticket IDs and any employer confirmation to expedite approval.

For missed shifts or no-shows, expect a dual investigation: facility-side incident report and clinician statement. Keep communication factual and time-stamped. Repeated no-shows or repeated billing disputes can trigger account review; if you rely on ShiftKey for regular income, document every resolution and ask support to annotate your account with final decisions to prevent recurring penalties.

Escalation matrix and SLA expectations (practical checklist)

• First 0–15 minutes: Use in-app urgent/flag feature for active clinical safety issues; follow facility emergency protocol simultaneously.
• First 24 hours: Submit support ticket for operational problems; expect initial reply within 4–24 hours depending on severity.
• 72 hours–7 days: Typical window for credential re-verification or payroll adjustments; request interim status updates every 48 hours if unresolved.
• Beyond 7 days: Escalate with ticket ID to a named supervisor or compliance manager; request a written remediation plan and an expected resolution date.

Practical templates, prevention steps, and record-keeping

Use short, factual templates to reduce back-and-forth. Example subject: “Ticket #12345 — Payroll discrepancy for Shift ID 98765 on 2024-08-12.” Body: list scheduled vs. actual times, attach screenshots of time-clock and any messages, and request a payroll correction amount. Keeping attachments organized speeds resolution dramatically.

Prevent most customer-service incidents by doing three things consistently: (1) maintain up-to-date credentials in the app with expiration reminders set 30–60 days before expiry, (2) keep a local folder (cloud or encrypted drive) of all submitted documents with dates, and (3) always work through the app for scheduling/communications so the system records consent and shift acceptance timestamps. These simple controls cut dispute time by more than half in practice.

Where to find official resources and next steps

Always verify contact details inside your ShiftKey account. The corporate website is https://shiftkey.com and app stores list region-specific support links in the app pages. If you cannot find a phone number in-app, prefer the official support ticket route to prevent misdirected calls or fraud. For facility administrators, request vendor contact and escalation lists be shared with clinical leadership and payroll teams to reduce coordination friction.

If you need a tailored escalation letter or step-by-step checklist based on a specific dispute, provide the shift details and ticket IDs and the recommended next step will be a drafted, sign-ready message to support or facility administration. That targeted documentation is what resolves the remaining 10–15% of difficult cases quickly and cleanly.

How do you contact Shiftmed?

Contacts. If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this web site, you can contact [email protected] or call 800-485-9002.

How do I contact ShiftKey by phone?

If your ShiftKey Card is damaged, you can reorder a new card directly through the ShiftKey Wallet app, or call Branch’s 24/7 card support line at 1-833-994-0430.

How much does ShiftKey pay per hour?

As of Jun 16, 2025, the average annual pay for a Shiftkey Cna in the United States is $47,516 a year. Just in case you need a simple salary calculator, that works out to be approximately $22.84 an hour. This is the equivalent of $913/week or $3,959/month.

How to provide 24-7 customer service?

Providing 24/7 support can be a learning process, but here are six steps you can follow to be as successful as possible.

1. Embrace AI and automation.
2. Adopt a customer-first mindset.
3. Train your team.
4. Optimize your self-service resources.
5. Develop internal processes.
6. Match queries and channels to appropriate response times.

Is ShiftKey legit?

ShiftKey, LLC is BBB Accredited.

How do I contact customer service for Shiftsmart?

Log into the app and go to the home screen. Click on Earnings in the main menu at the bottom of the screen. Find the shift or shop in question. Click “Contact us” to send us a message.