Keep your documents and SIA licence current

Does the platform check your licence with the SIA?

No. It stores a number, a licence type and an expiry date, and it takes all three on trust.

When your details were entered, the only checks were on the shape of what was typed: the licence number has to be exactly sixteen digits, and the expiry date has to be a real date that is not already in the past. Nothing was looked up. There is no connection between ShiftTracker and the SIA's register, and nothing in the platform ever contacts it.

The one place the register appears at all is a card on your agency's own compliance report, headed Verify SIA Licenses, which explains that the numbers should be cross-referenced against the official register and offers a button — Open SIA Public Register — that opens the SIA site in a new tab. That is a link for a human to follow, not a check the platform runs.

So when a document on your record reads Verified, it means one specific thing: somebody at your agency with the Agency Admin role opened the row and pressed Verify. It is a human judgement recorded against the file, not confirmation from any register.

Where do you look?

Three screens, all reached from the Me tab of the app, and each showing something different.

Screen	What it shows	What you can do
Compliance	Four credentials — SIA Licence, DBS Check, First Aid, Right to Work — each marked Valid, Expiring, Expired or Missing	Read it
Documents	The actual files your agency has uploaded, each marked Verified, Pending or Expired	Read it, tap to open a file
Profile	Your SIA licence Number, Type and Expires date	Read it

Compliance is the summary. A card reads Valid until 14 Mar 2027, Expires in 12 days, Expired 3 days ago, On file or Not on file, with your reference number underneath where there is one. At the top, a banner counts anything wrong — 1 expiring soon. Renew before a shift is blocked. — or tells you All credentials valid.

Two things about that screen are easy to misread. DBS Check never shows an expiry, because a DBS certificate does not have one — the date on your record is when the check was done, so the card reads On file and stays there. And First Aid is displayed but is not one of the credentials that can stop you being rostered; only SIA and Right to Work do that.

Documents is the file cabinet. Tapping a row opens the file in your phone's browser through a link that expires after five minutes. The header says as much: Documents your agency holds for you. Tap one to open it. If it is empty you get Documents your agency uploads for you will appear here.

Profile ends with the line that governs this whole page: To change these details, contact your agency. It is accurate. The app lets you edit your phone, mobile, address, postcode, emergency contact and availability, and that is the entire list. Your SIA number, licence type and expiry date are shown but cannot be changed by you.

What do you need before you start?

• Your agency's contact route. Everything below runs through them; there is no upload button anywhere in the app or the web portal, and no endpoint behind one either.
• The renewed certificate itself, as a JPEG, PNG, WebP or PDF, under 25MB. Those are the formats and the size limit your agency's upload will accept, so a 40MB scan will bounce back to you.
• The reference number — your SIA licence number, or the share code for a Right to Work check. Your agency types it in beside the file.

How do you keep a credential current?

1. Open Me → Compliance and read the four cards. Anything showing Expiring, Expired or Missing needs action. Expiring means 30 days or fewer.
2. Cross-check Me → Documents. These two screens do not read the same records, and the difference matters — see below. A credential can read Valid on Compliance with no file behind it at all.
3. Renew with the body that issued it. The SIA, your DBS provider, your first-aid trainer. ShiftTracker plays no part in this and cannot start it for you.
4. Send the certificate to your agency and ask them to put it on your record. Only an Agency Admin or an Agency Coordinator can upload it.
5. Ask them to verify it too. Uploading alone leaves the row reading Pending, and a pending document does not count towards whether you can be rostered. Pressing Verify is a separate action, and only an Agency Admin can do it.
6. Go back to Documents and check. The row should read Verified with the correct expiry date. If it says Pending, step 5 has not happened yet.

Why do Compliance and Documents disagree?

Because they are built from two different records, and only one of them decides whether you can be given work.

Your Compliance screen reads the licence details typed onto your officer record and your agency's roster line for you. Your agency's deployability check reads a separate summary that is rebuilt only from documents that have been uploaded and verified.

The consequence is worth spelling out. If your agency created you by typing a licence number and expiry into a form and never uploaded the certificate, your Compliance screen will happily read Valid while the deployability summary has nothing in it at all — and a summary with nothing in it does not block anything, so you stay schedulable on unproven paperwork. The two only agree once a verified SIA Licence document exists on your record.

That is also why step 5 above is not optional busywork. Verification is the step that moves a credential from something typed about you to something the platform will act on.

What warnings will you actually get?

None, on your phone or in your inbox. This is the single most important thing on this page.

There are two daily expiry sweeps. The one that would tell a worker about their own expiring documents deliberately skips agency officers, because officer documents belong to an agency rather than to an organisation. The one that does cover agency officers sends only to the agency's own Agency Admin and Agency Coordinator users, with titles like Officer credential expires in ≤ 7 days and a message ending The officer cannot be deployed once expired. You are the subject of that notification, never a recipient of it.

Nor is there a badge or banner anywhere else in the app. Neither the officer dashboard nor the Me tab flags an expiring credential; the warning exists only on the Compliance screen itself, and only while you are looking at it.

Practical consequence: put a reminder in your own calendar for your SIA expiry. The platform will not chase you, and the people it does chase are not obliged to pass the message on.

What happens when something expires?

Nothing to a shift you are already on. Booking on, logging check calls and booking off run no compliance check at all — an officer whose licence lapsed last week can still accept a shift already on their roster and book on to it.

What stops is being given new work. Your agency is blocked from putting you on a roster shift, from including you in a bulk assignment, and from proposing or confirming you against a client's request. The block compares your SIA and Right to Work expiry dates against the shift's date rather than today's, so a licence that is valid now but lapses before next month's shift blocks that shift already. The refusal your agency sees names the date: SIA licence expired (2026-09-01) before the shift date — officer cannot be deployed. There is no override.

First Aid is not part of that check, and neither is DBS. Only SIA and Right to Work.

If it goes wrong

A card says Missing but I know my agency has the certificate. Missing means no reference and no expiry on your officer record. A file sitting in Documents does not populate the Compliance card by itself — the details have to be entered as well. Ask your agency to check both.

My document says Pending and has for weeks. Uploading and verifying are two separate actions by two different people: a coordinator can upload, but only an Agency Admin can verify. Chase the verification specifically, not the upload.

My licence expiry on Profile is wrong. You cannot correct it. The field is displayed but is not in the list of things the app will let you change, and there is no other officer-facing screen that edits it. It has to go through your agency.

I have been told I cannot be put on a shift, but my Compliance screen says everything is valid. This is the two-records problem above. The screen is reading your typed details; the block is reading verified documents. Ask your agency whether a verified SIA document actually exists on your record.

I renewed weeks ago and nothing has updated. Nothing updates on its own. The renewal reaches ShiftTracker only when a person at your agency uploads the new certificate and verifies it. Until then your record still holds the old expiry date.

I cannot find any of these screens in the web portal. The officer web portal has Compliance and Documents pages, both read-only in the same way, and signing in lands you on the officer portal with both in the menu.

Related

• Book on and off in the app
• Organisation, agency, client — who is who
• How a request becomes a rostered shift
• Glossary