Production Employee Helpdesk

01 Helpdesk

We’re here to support you.

Our Production Employee Helpdesk is here to serve your needs and answer your questions. For assistance, please call 888.570.4650 (in the U.S.) or 818.659.6455 (outside the U.S.). Our hours of operation are Monday through Friday, 7:00 a.m. PT to 6:00 p.m. PT.

The quickest way to get in touch is to send us an email to employeehelpdesk@castandcrew.com or filling out the contact form below. A member of our team will get back to you as soon as possible. If you are a production employee paid by CAPS, please visit www.capspayroll.com/support/.

Want even quicker answers? Please see our frequently asked questions below.

How do I access my W-2?

All 2019 W-2 forms will be available on or before Jan. 31, 2020 and may be accessed by registering at my.castandcrew.com/register. Your W-2 from a prior year may also be accessed at my.castandcrew.com. To get started, we’ll first need to verify you have been paid by Cast & Crew. Please follow these steps:

    1. Enter your first and last name, social security number and date of birth
    2. Choose a correct associated mailing address
    3. Enter your email and phone number
    4. Once we confirm your identity, you will receive an email with instructions. If you do not receive an email within 48 hours, or experience any other issues, please contact us at employeehelpdesk@castandcrew.com or 888.570.4650.

Please note that MyCast&Crew access is available for employees paid in the U.S. only, at this time.

Once registered, you will have access to:

  1. Reprint a copy of your W-2
  2. Request a W-2-C (change to your W-2)
  3. Consent to receive your W-2 via email the following year

If you experience any problems with this process, please call 800.511.8087.

How do I update my address?

To update your address record, please visit my.castandcrew.com.

Can I get my pay stub?

Beginning Jan. 31, 2019, you can now access your 2019 pay stubs by registering at my.castandcrew.com/register. To get started, we’ll first need to verify you have been paid by Cast & Crew. Please follow these steps:

  1. Enter your first and last name, social security number and date of birth
  2. Choose a correct associated mailing address
  3. Enter your email and phone number
  4. Once we confirm your identity, you will receive an email with instructions. If you do not receive an email within 48 hours, or experience any other issues, please contact us at employeehelpdesk@castandcrew.com or 888.570.4650.

Please note that MyCast&Crew access is available for employees paid in the U.S. only, at this time.

Alternatively, or if you need pay stubs dated prior to 2019, you can email us at employeehelpdesk@castandcrew.com with the following information:

  1. Your full legal first and last name
  2. The last four digits of your SSN
  3. A legible copy or photograph of your driver’s license/photo ID
  4. An indication of which check stubs you are requesting:
    1. If known, which week ending(s)?
    2. If you only know the net amount of the payment, what is the amount?
    3. If you need all stubs for a particular project, please indicate the project title
    4. If you need all stubs for a particular time frame, what are the dates?
  5. A phone number where you can be contacted if additional information is needed.

Once we have received this information, we will be able to send you the requested pay stubs.

How do I update my name?

In order for us to update your name, please email us at employeehelpdesk@castandcrew.com with the following information:

  1. The first and last name we have on file
  2. The last four digits of the SSN
  3. Government-issued ID showing the new name
  4. A phone number where you can be contacted if additional information is needed

Once we have received this information, we will update your name.

How do I update my W-4 information or status?

As of Dec. 19, 2019, you can complete the new 2020 Federal W-4 Form on my.castandcrew.com, along with certain State W-4s.

How do I sign up for direct deposit?

Cast & Crew can set up credit union deductions for the following credit unions:

  1. First Entertainment
  2. Twentieth Century Fox
  3. Universal
  4. Technicolor FCU
  5. Premier America
  6. Aftra/SAG
  7. Local 48 Topass

Please fill out the deduction form found here, and return to employeehelpdesk@castandcrew.com. For all other banks, please reach out to the accounting team on production and inquire if they offer direct deposit.

I have a question about residuals, what should I do?

For all residuals questions, please send us an email to residuals@castandcrew.com.

Questions about contributions or MPI?

For MPIP questions only, please send us an email to apmpip@castandcrew.com. For all other contribution questions, please send an email to apcontributions@castandcrew.com with the following information:
  1. The first and last name we have on file
  2. The last four digits of the SSN
  3. The preferred email address
  4. The title of the project
  5. The week ending dates of the project
  6. A detailed message outlining the inquiry

How do I confirm or verify my employment?

Cast & Crew has selected The Work Number®service from Equifax to provide automated income and employment verifications. This service is used when you apply for a loan, need a reference check, lease an apartment or any other instance where proof of employment or income is needed.

To get started, provide the following information to the person requesting proof of employment or proof of employment plus income:
1.) Access to The Work Number via the web or telephone.
2.) Employer name or code:

  • Viacom PBE: 17162
  • Cast & Crew or BTL Payroll LLC or BTL Production Services LLC: 13481

For additional information or assistance, click here.

Can I get more information on paid family and medical leave?

Various state employers are required to offer paid family leave to eligible employees. Paid family leave provides wage replacement and job protection for employees who take time off work to bond with a new child, care for a family member with a serious health condition or assist when a family member is deployed abroad on active military duty.

For more information on individual states’ paid family and medical leave laws, visit our Forms & Resources page here.

How do employees fill out NYPFL waivers?

Employees should select a customized waiver form that corresponds to the payroll company under which their payroll is processed. Employees should fill in the Employee Information Section and the Employee Affirmation section, sign and date the form and submit it to employeehelpdesk@castandcrew.com for processing. We will fill out the Employment Information section, sign and date the form and input the form into our payroll system to take effect, if valid.

I am a production employee paid by CAPS. Where do I find support-related information?

If you are a production employee paid by CAPS, please visit www.capspayroll.com/support/.

Why have you added multi-factor authentication to the MyCast&Crew login?

At Cast & Crew, we are serious about protecting your personal information like your Social Security number, pay rate and other private information. This new signon process is security that relies on more than just your password, and is similar to what most financial institutions employ to protect your personally identifiable information. In short, MFA is a better way to secure your account, your access to Cast & Crew products, as well as your payroll information such as W-2s and pay stubs. 

What is MFA?

MFA offers security that relies upon additional methods beyond just your password to allow access to your account. It can use two or more factors to authenticate a user. In this case, MFA includes two steps to verify you are who you say you are like your password and a code sent to your mobile phone.  

Do I have to use MFA to access my information?

Yes, MFA is an important part of the Cast & Crew commitment to security and protection of your documents and is required to access your account beginning January 1, 2020. MFA adds the additional necessary security that is necessary to protect your account against today’s sophisticated cyber threats.  

What methods of multi-factor authentication can I use to log in?

There are three easy methods of authentication you can create for your account: 

  • Okta Verify
  • SMS Authentication 
  • Voice Call Authentication 

Do I have to authenticate every time I log in?

Yes, you must use MFA each time you log in. You may choose to check the box to suspend MFA for 24 hours 

How do I set up multi-factor authentication with Okta Verify?

To use Okta Verify, you must download the app on your iPhone or Android device. For Apple, go to the App Store; for Android, go to Google Play. On the setup screen under Okta Verify, click Setup. 

Select your device. In this example, we are choosing iPhone. 

Now on your device, go to the App Store and install Okta Verify. 

When you are ready, return to your desktop and click  Next. 

When the QR code appears, open Okta Verify on your device. When you are ready, use your camera to scan the code. 

If successful, the app begins displaying numeric codes. On your desktop, click Next. 

Enter the code and click Verify to log in. 

How do I set up multi-factor authentication with SMS Authentication?

When you choose SMS Authentication, you are telling Okta you want to receive a one-time code via text message. Click Setup to begin.

Enter your mobile number. Then, click Send code. 

If you decide to use a different method, click Return to factor list.

Otherwise, enter the code and click Verify to log in.

Note that, as a convenience, you can also click the checkbox to suspend MFA for 24 hours.

How do I set up multi-factor authentication with Voice Call Authentication?

When you choose Voice Call Authentication, you are telling Okta you want to receive your code via a phone call. Click Setup to begin.

Enter the phone number. Then, click Call. 

If you were unable to get the code, you can always click Redial.

Otherwise, enter the code and click Verify.

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