✨Overview
Day-of-gig issues can happen. What matters most is how quickly you act and how you document what happened.
This article explains what to do if you’re running late, can’t clock in, can’t find the manager, or experience app or location issues when you arrive at a gig.
🚧 What to Do Right Away
If you’re on-site and something isn’t working, take these steps (listed below) as soon as possible.
⏰ If You’re Running Late
Head to the location as soon as you can.
Use Team Chat to share your estimated arrival time.
Arriving more than 15 minutes late may result in a lateness infraction.
🚪 If You Arrive but Can’t Clock In or Can’t Find the Manager
Document your arrival
Take a time-stamped photo of:
The entrance
A sign-in sheet
A badge scan
Write down the name of any staff member who saw you arrive.
Use Team Chat
Example:
“I arrived at 2:45 PM for my 3:00 PM shift and am waiting to check in.”
Stay available
Remain near the check-in area.
Continue attempting to check in until instructed otherwise.
📱 If the App Freezes or Won’t Load
Report the issue to Talent Support through the Ideal Flex Work app chat or call our support team line at 212-235-1166.
Ask the on-site manager for help clocking in.
You may be asked to complete an Hours Reconciliation Form.
Quick documentation and communication are key to protecting your record.
⏳ Arriving On Time (and Why Early Matters)
Arriving early helps prevent avoidable issues.
Best practice: arrive 15–20 minutes early to allow time for:
Security or badge check-ins
Finding the correct entrance
Construction or relocated entrances
Getting fully into uniform before your scheduled start time
Arriving early gives you a buffer if something unexpected happens.
🧍 Backup or Standby Shifts
If you’re booked as backup or standby, you are still expected to arrive on time.
Document your arrival.
Use Team Chat to note that you’re on-site.
Be ready to share who you checked in with.
Wait for confirmation from the on-site manager.
If the client does not need you, they can mark you as an unused backup so you are not penalized.
If anything looks incorrect, you may submit an exception.
📍 Location or Schedule Confusion
Always rely on the Ideal Flex Work app for official shift details.
Follow the most recent instructions in the app or Team Chat.
If directions, start times, or locations seem incorrect, contact Talent Support so the issue can be corrected.
📝 If You Receive a Lateness Warning
If you arrived on time but later receive a lateness warning, you may request a review only if:
You arrived on time and have proof, or
There was a valid reason for your delay
Helpful documentation includes:
Time-stamped photos
Sign-in sheets
Badge scans
Manager-on-duty name
🤝 Help & Next Steps
If you’re unsure what to do in the moment:
Document everything
Communicate through Team Chat
Taking action right away helps resolve issues faster and protects your standing.