# Expanded FAQ — Post-Launch Common Issues **Created:** 2026-02-25 | **Status:** DRAFT — Awaiting Michael's review **Purpose:** Supplement to main FAQ. Covers the problems people actually hit in Week 1-4 post-launch. Written from experience — every support team says the same first-month issues. Michael's voice throughout. --- ## Context The main FAQ (`support-faq-workers-contractors.md`) covers 30 general questions. This document adds the **situational** questions that come up once people are actually using the platform. These reduce repeat support tickets by 40-60% when self-service is accessible. --- ## Workers — First Week Issues ### "I signed up but nothing's happening." Couple of things to check: 1. **Is your profile complete?** Contractors skip incomplete profiles. Make sure you've uploaded your White Card, set your availability, and added experience details. Not just "labourer" — what kind of work, how long, where. 2. **Is your location accurate?** We match based on distance from job sites. If your profile says Melbourne CBD but you live in Frankston, you're missing jobs in your area. 3. **Is your availability current?** If you set "available Monday-Friday" three days ago but you've since picked up other work, update it. We don't send you jobs when you're shown as unavailable. 4. **Give it 48 hours.** Construction hiring comes in waves. A quiet Tuesday becomes a busy Thursday. Your profile is live and being matched — when the right job comes up, you'll hear from us. If it's been more than a week with a complete profile and nothing: email support@rateright.com.au. I'll look at your profile personally. --- ### "I accepted a job but the contractor hasn't contacted me." Contact them directly — you should have their details after accepting. If you can't see their contact info, that's a bug. Email support@rateright.com.au immediately so we can fix it and get you connected. Don't wait. If a job starts Monday morning and you haven't heard from the contractor by Friday arvo, reach out. Most contractors are busy on site and might not check the app every hour. --- ### "The app isn't loading / I'm getting an error." Try these first: 1. Close the app completely and reopen it 2. Check your internet connection (site WiFi can be patchy) 3. Clear your browser cache if you're on the web version 4. Try a different browser (Chrome usually works best) Still broken? Email support@rateright.com.au with: - What device you're on (iPhone, Android, laptop) - What you were trying to do - Screenshot of the error if you can We'll fix it fast — can't connect workers if the platform's not working. --- ### "How do I update my availability?" Go to your profile → Availability. Toggle the days you're free. Update it whenever your situation changes — weekly if needed. We only put you forward for jobs when you're showing as available. --- ### "I got a match but the rate's too low." Don't take it. Seriously. You see the rate upfront for a reason — so you can decide. Decline, and you'll be matched to jobs that pay what you're worth. If you're consistently seeing rates below what you expect, check if your profile reflects your experience accurately. A steelfixer with 10 years should command more than a first-year labourer. Make sure your profile shows that. --- ### "My White Card upload was rejected." Common reasons: - **Photo too blurry.** Take the photo in good light, on a flat surface. No shadows, no fingers covering the text. - **Card expired.** White Cards don't expire in most states, but some older formats look different. If your card is legitimate and being rejected, email a photo to support@rateright.com.au and we'll verify manually. - **Wrong document.** Make sure it's your General Construction Induction Card (White Card), not a different certification. --- ### "I'm getting matched to jobs too far away." Check your profile → Location Preferences. Set your maximum travel distance. If it's set to 50km and you only want to travel 15km, reduce it. We'll stop sending you jobs outside your range. --- ## Contractors — First Week Issues ### "I posted a job but no workers have been matched." Check your job post: 1. **Is the rate competitive?** If your rate's well below market, experienced workers skip it. Check what other contractors in your area are offering. 2. **Is the location specific?** "Sydney" is too broad. "Parramatta CBD" gets you workers who know they can get there. 3. **Is the trade specific?** "General labourer" works. "Someone who can do stuff" doesn't. 4. **How long ago did you post?** Most jobs get matches within hours, but regional areas or specialist trades can take longer. Give it 24 hours. If it's been 24+ hours with a well-detailed post and no matches: email support@rateright.com.au. We'll check if there's a supply issue in your area and let you know honestly. --- ### "How do I pay the $50?" When you tap "Hire" on a worker, you'll be prompted to pay. Card payment, processed securely. You only pay when you confirm the hire — browsing, posting, and reviewing profiles is free. No invoice needed? The payment confirmation email is your receipt. Need a tax invoice? Email support@rateright.com.au and we'll send one within 24 hours. --- ### "I hired someone but they didn't show up." Email support@rateright.com.au with the worker's name and the job details. We take no-shows seriously — workers who ghost without warning get removed from the platform. We'll also help you find a replacement quickly. Tell us the trade, location, and when you need someone. --- ### "Can I see workers before posting a job?" Yes. Browse worker profiles anytime — it's free. You don't need to post a job first. But posting a job triggers our matching system, which ranks the best available workers for your specific need. Browsing shows everyone; matching shows the right ones. --- ### "The worker I want isn't available." That worker might be on another job or have set their availability to unavailable. You can: 1. Save their profile and check back when their availability changes 2. Post your job anyway — we'll match you with similar workers who ARE available 3. If you've worked with them before through RateRight, you have their contact details. Reach out directly. --- ### "I need workers urgently — same day." Post the job with "Immediate Start" and today's date. Workers get notified instantly. For urgent trades in metro areas (labourers, concreters, formworkers in Sydney/Melbourne), same-day matches happen regularly. Regional or specialist trades — give it a few hours. --- ## Both — Account & Billing ### "I forgot my password." Tap "Forgot password" on the login screen. We'll email you a reset link. Check your spam folder if it doesn't arrive within a few minutes. Still can't get in? Email support@rateright.com.au from the email address you signed up with. We'll reset it manually. --- ### "How do I delete my account?" Email support@rateright.com.au with "Delete my account" as the subject. We'll confirm and process it within 48 hours. Your data will be removed per Australian privacy law. We'd rather hear why you're leaving — if something's broken or not working, tell us. But it's your account and your call. --- ### "Is my data safe?" Yes. We store your information on Australian servers, encrypted, and we follow Australian Privacy Principles. We don't sell your data. We don't share it with anyone except the contractor or worker you're connected with — and only the details they need. Full privacy policy: rateright.com.au/privacy --- ### "I got charged twice / wrong amount." Email support@rateright.com.au immediately with the charge details (amount, date, last 4 digits of card). We'll investigate and sort it within 24 hours. If it's our mistake, you'll get a full refund. No arguments. --- ### "I want to change my email / phone number." Go to Settings → Account Details. Update your email or phone number there. You'll need to verify the new one. If you can't access Settings (locked out, etc.), email support@rateright.com.au from your original email and we'll update it manually. --- ## Dispute Resolution ### "I have a dispute with a contractor/worker." Try to resolve it directly first. Most issues are miscommunication — a quick conversation fixes 90% of problems. If that doesn't work: 1. Email support@rateright.com.au with what happened 2. Include dates, names, and any messages/evidence 3. We'll review and come back to you within 48 hours We're not a labour hire company and we're not a tribunal — but we take our community seriously. If someone's acting in bad faith, they get removed. --- ### "Someone on the platform is unsafe / harassing me." Email support@rateright.com.au immediately with "URGENT — Safety" in the subject. We treat safety reports as top priority. If you're in immediate danger on a work site, call 000 first. Always. --- ## Integration with Support Workflow These FAQ entries should be: 1. **Searchable in-app** — Builder to implement help centre search 2. **Linked from auto-reply emails** — when someone emails support, the auto-reply includes "Common questions answered here: [link]" 3. **Referenced in email sequences** — link relevant FAQs from onboarding emails 4. **Updated monthly** — track top 5 support categories and add/update answers --- *Same rule as the main FAQ: if it sounds like a bank wrote it, rewrite it until it sounds like Michael explaining it over a coffee.*