Your Crew learn the NextCrew app from you, and they come to you when they're stuck. Here is how to launch the app to them and answer their questions in a minute, with a link.
Summary
NextCrew has a library of short, simple guides written for your Crew, and the app opens it from ☰ › Help & Support. Your part is three things: send one welcome message with the Crew quick start, name who on your team answers Crew questions, and answer each question with the guide that covers it. Your Crew always contact you, not NextCrew. You're their employer, and every Crew guide tells them to contact their agency. What goes wrong: Crew who never hear about the app keep calling the office, and an answer given over the phone gets asked again next week.
How to do it
- See the app the way your Crew do: watch the Crew app tour in Manage Your Crew: Start Here.
- Decide who on your team answers Crew questions, and how Crew reach them: app messages, phone or email.
- Send every Crew Member a welcome message with the link to Welcome to NextCrew: Get Started in 10 Minutes. Save it as a shared template.
- Before each new Crew Member's first job, remind them to set their availability and turn on notifications.
- When a Crew Member asks for help, send the guide that answers it. The table under "The questions you'll get" lists them.
- If something in NextCrew itself is broken, open a ticket with NextCrew support. Your Crew never need to.
▶ Watch a tour of the Crew app (5 minutes)
That's your Crew launched and your answers ready. The rest of this page is the answer sheet for when a Crew Member gets in touch.
On this page
Launch the app to your Crew
One clear message does most of the training. Send it to every Crew Member the day you start using NextCrew, and to each new hire after that.
Put four things in it:
- Why it helps them. They see open jobs, confirm them, clock in on their phone and check their hours, without calling the office.
- The link to Welcome to NextCrew: Get Started in 10 Minutes. It takes them from download to their first clock-in.
- Who to contact on your team, and how.
- What happens in NextCrew for your agency. Not every agency uses NextCrew for applications and onboarding documents. Say which steps they'll do in the app.
A message you can copy:
Hi [first name], we now use the NextCrew app for jobs, clock-in and hours. Download it and sign in with this email address. This short guide walks you through it in about 10 minutes: [link to Welcome to NextCrew]. Questions? Message us in the app (☰ › Messages) or call [name] at [number].
Send it from Messages with the first-name macro, and save it as a shared template so anyone on your team can send it the same way. See Create and Share Message Templates.
Your own branded app? Your Crew download your app instead. It's powered by NextCrew and works the same way, so every Crew guide still applies.
Train a new Crew Member: their first week
Crew learn best one step at a time, when they need it. Send the guide for each moment as it comes up, not all at once.
| Moment | What they do | Send them |
|---|---|---|
| Hired or invited | Download the app and sign in | Download the NextCrew App |
| Before their first job | Set their availability and choose their notifications | Set Your Availability · Choose Your Notifications |
| A job is offered | Find the job and confirm it | Find and Confirm Your Jobs |
| The day of the job | Check the details, get directions, clock in and out | Get Ready for Your Next Job · Clock In, Clock Out and Add Breaks |
| After the job | Check their hours and add expenses | Check and Fix Your Timesheet · Add Expenses and Receipts |
| Before payday | Set up how they get paid | Set Up How You Get Paid |
| A license is due | Add the new one in the app | Add and Renew Licenses and Certifications |
NextCrew helps here too. Crew get reminders when a job is assigned, 24 hours before it, and before clock-in and clock-out, so you don't have to send them yourself.
Running an event or a big site? Make one Crew Member the supervisor and send them Clock In Your Crew as a Supervisor.
The questions you'll get, and the guide that answers each
Most Crew questions are the same dozen. Check the one thing in the middle column, then send the link. The guide stays with them for next time.
| Your Crew Member says | Check this first | Send them |
|---|---|---|
| "I can't sign in." | Open their record. Under Account, check they aren't Locked or Disabled, then click Send Password Instructions. | I Can't Sign In to the NextCrew App · The Password Reset Link Doesn't Work |
| "It says there's no account with my email." | The email address on their record. | It Says There's No Account With My Email |
| "My account is disabled." | Your team disabled it. Only your agency can turn it back on. | My Account Is Locked, Disabled or Not Active |
| "I'm not getting any jobs." | Their positions, address and availability, and whether a client has them as Not Allowed. See when a Crew Member can't see a job. | Why Can't I See Any Jobs? |
| "I'm not getting texts or emails." | Their phone number and email on their record. | I'm Not Getting Texts or Emails |
| "I can't clock in." | That they're at the job location and the job is confirmed. | Why Can't I Clock In? |
| "My hours or pay are wrong." | The timesheet. Fix it before you approve it. See Add, Clone or Fix a Timesheet. | My Hours or Pay Are Wrong: Who to Contact |
| "Can I cancel a job?" | Your agency's cancellation rules. | Cancel a Job, and Why You Sometimes Can't |
| "I see the wrong agency." | Whether they work for more than one agency. | I Signed In to the Wrong Agency · Work for More Than One Agency |
| "The app isn't working." | Whether other Crew have the same problem. If they do, open a ticket with NextCrew support. | The App Isn't Working |
| "Is my information safe?" or "How do I close my account?" | Nothing. The guides answer both. | Is My Information Safe? · Close Your Account |
Save your most-sent answers as shared message templates, with the link inside, so anyone on your team answers the same way in seconds.
Who answers what
| The question is about | Who answers |
|---|---|
| Jobs, schedules and cancellations | Your agency |
| Hours, pay, timesheets and W-2s | Your agency |
| Their application, background checks, a locked or disabled account | Your agency |
| How to use the app | The Crew guides first, then your agency |
| Something broken in NextCrew itself | Your agency opens a ticket with NextCrew support |
Crew don't contact NextCrew. NextCrew makes the app; you employ your Crew, so they come to you. Who to Contact: Your Agency or NextCrew tells them this in plain words, and every Crew guide ends by pointing them back to you.
Make Crew support quick
- Name one person who owns Crew questions each day, so nothing waits.
- Answer with a link, not a long phone call. The guide shows the screens, and they keep it.
- Watch Daily Pulse after start times. A late clock-in is often an app question you can answer before it becomes a no-show. See See Today's Timesheets with Daily Pulse.
- Use Channels for event teams, so one answer reaches everyone working the event. See Channels.
- Message everyone at once when the same question keeps coming. See Send a Message to Crew, Clients or Your Team.
Why it's easier in NextCrew
| Without NextCrew | In NextCrew |
|---|---|
| Calls to the office for every job, time and address | Crew see their jobs, directions and hours in the app |
| Training each new hire by phone, the same way every time | One welcome message and a 10-minute quick start |
| Answers that live in one coordinator's head | A guide for every common question, the same for everyone |
| Chasing people to confirm and clock in | Reminders go out on their own before each job and each clock-in |
If something isn't working
| What you see | Check this first | Who fixes it |
|---|---|---|
| Crew still call for things the app shows | They have the app, are signed in and got the welcome message. | You |
| A Crew Member says they never got the welcome message | Their email and phone number on their record, then resend it. | You |
| Many Crew report the same app problem at once | That it isn't one phone or one setting. Then open a ticket. | NextCrew support |
| A Crew Member contacted NextCrew directly | That your welcome message names who on your team to contact. | You |
Questions people ask
Does NextCrew support our Crew directly?
No. You're their employer, so your Crew come to you. NextCrew gives you the guides to answer them, and supports your team through tickets.
Where do Crew find the guides themselves?
In the app: ☰ › Help & Support. You can also send any guide as a link.
Can Crew use the app in another language?
Yes. They change it from the app menu. See Find Your Way Around the App.
We have our own branded app. Do these guides still work?
Yes. Your app is powered by NextCrew and works the same way.
We don't use NextCrew for applications. What do we tell Crew?
Say so in your welcome message, and skip those steps when you send guides.
Other ways people ask this
- How do I train my Crew on the app?
- How do I roll out the NextCrew app to our employees?
- Who supports our Crew after go-live?
- What do I send a new Crew Member?
- Can our Crew call NextCrew for help?
Related guides
- Welcome to NextCrew: Get Started in 10 Minutes — the Crew quick start to send every Crew Member
- Manage Your Crew: Start Here — the Crew app tour and the calls you'll get
- Self-Service: Crew and Clients Do It Themselves — what your Crew and clients can do without calling
- Orient New Clients to Use NextCrew — the same idea for your client contacts
- Create and Share Message Templates — save the welcome message and your top answers
- Your NextCrew Implementation — where your team learns this before go-live
- Get Help With NextCrew — when your team needs NextCrew support
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