Question 1

I can't log in

Accepted Answer

Check the login path and your account status. Make sure you are using the correct login link for your organisation. If your organisation uses Microsoft single sign-on, use the Microsoft option. Open the BondiByte login page and confirm your email address. Use 'forgot password' if you sign in with a password. If your organisation uses SSO, sign in with Microsoft. Ask an owner or admin to confirm your account is active and has a role.

Question 2

I'm in the wrong workspace or can't see a site

Accepted Answer

Confirm the workspace and site links. Your organisation has its own workspace. Sites must exist and be linked before staff and clients appear against them. Confirm you signed in to the correct organisation workspace. Ask an admin to confirm the site exists and is active. Check that staff and clients are linked to the site.

Question 3

A staff member can't access the Staff Portal

Accepted Answer

Portal access needs a role plus a linked, active staff profile. Staff Portal access requires the right role and an active linked staff profile. New staff need their login set up. Confirm the staff profile is active. Confirm the login account is linked to the staff profile. Send the staff member their login setup details. Confirm their role allows Staff Portal access.

Question 4

Documents are missing or expiry isn't showing

Accepted Answer

Check the owner record and document details. Documents are attached to a staff, client, or site record. Expiry visibility needs issue and expiry dates on the document. Open the staff, client, or site the document belongs to. Confirm the document was uploaded to the right record. Add issue and expiry dates so expiry visibility works.

Question 5

No Smart Rostering recommendations appear

Accepted Answer

Smart Rostering needs clean setup to suggest staff. Smart Rostering works best when staff, sites, capabilities, availability, and roster patterns are set up cleanly. If key data is missing, suggestions may not appear. Confirm the site has staff linked. Add staff capabilities and availability. Confirm a roster period and base shifts exist. Review site and roster settings, then try again.

Question 6

A shift isn't showing

Accepted Answer

Check the roster period and shift status. Shifts belong to a roster period and have a status. Draft or unpublished shifts may not appear to staff yet. Confirm the shift is in the current roster period. Check the shift status and whether it is published. Confirm the staff member is assigned and linked to the site.

Question 7

A timesheet wasn't generated

Accepted Answer

Timesheets draft from rostered shifts. Timesheet drafts come from rostered shifts. If a shift was not rostered or published, a draft may not be created. Confirm the shift was rostered and completed. Check the timesheet status: draft, submitted, or approved. Ask the staff member to review and submit where required.

Question 8

An invoice draft wasn't generated

Accepted Answer

Invoice drafts depend on billing details. Invoice drafts come from shift billing line items and client billing details. A missing service agreement or billing detail can prevent a clean draft. Confirm the client billing profile and service agreement are set up. Confirm shifts have billing line items. Review the invoice draft and edit before sending.

Question 9

I have a billing or subscription issue

Accepted Answer

Check subscription status and the billing portal. Subscription billing is separate from the NDIS invoices you raise. Trials are intended for new organisations, and repeat trials may be restricted. After signing in, open Profile, then Billing, to check status. Use the secure billing portal to manage payment or cancellation. For Enterprise or commercial questions, contact sales.

Question 10

I still need help

Accepted Answer

Contact BondiByte. If a problem persists after these checks, contact BondiByte with a short description of what you expected and what happened. Never share your sign-in details or access codes. Note the area: login, rostering, timesheets, invoices, or billing. Note what you expected and what actually happened. Contact BondiByte through the contact page.

Fix common issues quickly.

Getting Started

SIL / Automated Rostering

Staff Portal

Need help applying this setup path?

Related guides

Getting Started

SIL / Automated Rostering

Staff Portal

Need help applying this setup path?