There are a number of reasons why a scheduled visit might not display correctly in the Access Care Planning app.
Common causes include the visit being assigned to the wrong user account, visits appearing with a red outline, activities appearing missing after a schedule change, or a visit not yet integrating from the rostering system.
Visit showing with a red outline
If the visit is visible but shows a red border and a red warning triangle, this indicates that the employee is not part of the service user's role or that there are custom schedules on the medication, and the time has now passed.
Check the employee's group
First check which group the employee is a part of. This ensures that there is a match against the service user's roles.
Click the three-line menu.
Click Configuration, then click Employees.
Select the relevant employee record.
You'll see the groups under Employee Groups.
Check the group against the role
Next check the groups against the service user's roles.
Click the three-line menu.
Select the service that the service user is under.
Select the relevant service user record.
From the left-hand panel, select Roles.
Check the relevant employee is part of one of the groups or is added as an employee.
If the groups and roles don't add up, add the employee to the relevant group or add them directly to the roles.
Check the employee subscription
Finally, check if the employee is subscribed to the relevant service.
Click the three-line menu.
Click Configuration, then click Services.
Select the relevant service, then click Subscriptions.
Search for the relevant employee.
If it says subscribe, click Subscribe, then click OK.
🤓 Tip: If it says unsubscribe, this means they are already subscribed.
Visit is not showing on the app
If the visit is not showing on the app but it is allocated to the correct employee on your rostering system, this could mean that they have two usernames on Access Care Planning. This can happen if they were an applicant and are now an employee, or if they have a web login.
🤓 Tip: If the employee has two usernames, an email and a number such as 2-xx, ensure they use the number username as this is the one linked to the rostering system.
To check which employee username the visit is connected to, follow these steps.
Click the three-line menu.
Click Visits, then locate and open the relevant visit.
Click the employee name.
Ensure these are the correct login details that the employee is using to log in.
New visit added not showing
If you have created a new visit or amended an existing visit such as time or employee, it may be due to the integration times.
Visit start time | Integration time |
New visits that start within 72 hours | These take around 10 to 20 minutes to integrate across to Access Care Planning. |
New visits that start after 72 hours | These take 24 hours to integrate across. |
Changes have been made to the visit, such as the employee or time | These changes can take 24 hours to update. If a visit needs to be amended within 24 hours, it is advised to cancel and recreate it with the correct information. |
Care plan or activities disappear after a visit time change in People Planner
If a visit's scheduled time is changed in People Planner and the care plan or activities subsequently appear missing or blank in Access Care Planning, this is expected behaviour and not a data loss event.
When ACP receives a time change from People Planner, it reprocesses the workplan to generate the correct activities for the updated schedule. As part of this process, existing activities are removed and recreated based on the new timing. This means there is a window between the time change being applied and the activities being regenerated where the visit may appear to have no linked care plan or activities.
The activities will restore automatically once the integration cycle completes. No manual intervention is required in most cases.
What to do if activities have not restored after 24 hours:
Confirm the visit record in ACP shows the correct updated time from People Planner.
Check the service user's Care Plans tab to confirm the care plan is still active and contains the expected activities.
Check the visit record to confirm a workplan or care plan is linked. If the workplan link appears missing, check whether the service requirement in People Planner has the correct workplan assigned to it.
Ask the affected carer to sync their device to pick up the updated visit and activities.
⚠️ Important: If the care plan was linked to the visit before the time change, a missing workplan link after 24 hours indicates the integration has not reprocessed correctly. Raise a support case via the Access Digital Assistant. Include the visit ID, service user name, and the date and time the PP change was made.
Visit showing for the wrong employee
When a visit is reassigned to a different employee, the original employee retains access to the visit on their device until they sync. This is because ACP mobile uses a delta-sync model — the device only receives changes made since its last sync. Until the original carer's device syncs, they will still see the visit, and the newly assigned carer may not yet see it on theirs.
If the visit appears locked to the original carer and the reassignment is urgent, follow these steps in your rostering system.
Click Care Rostering Timeline.
Locate the relevant visit.
From the right-hand panel, click Cancel.
Refresh the right-hand panel.
From the right-hand panel, select Create new Visit.
Add the new visit details and select the new employee.
Click Save.
📌 Note: Make sure that the newly created visit starts in the future. Otherwise, it will not pull through to Access Care Planning.
A completed visit record or visit note appears to be missing
If a visit that was completed and ended by the carer is no longer visible, or if a visit note that appeared to be submitted is missing, use the checks below before concluding data has been lost.
Check whether the issue is a display or sync issue. Visit records are stored server-side. If a carer's device has not successfully synced since the visit was completed, the web console may not yet show the updated record. Check the service user's Visits tab on the web console. If the visit appears there with a status of Completed but without notes, the notes may not have reached the server yet and could resolve after the device syncs.
Check the carer completed the visit correctly on the app. A visit note is only saved to the server when the carer fully ends the visit and the app successfully syncs. If the carer closed the app or lost connectivity immediately after entering the note but before the sync completed, the note may not have been transmitted. Ask the carer to check their device for any pending sync items.
Check the visit status on the web console. If the visit shows as Outstanding or In Progress rather than Completed, the carer did not end the visit. The notes and activity completions entered during the visit may still be pending on the device until the visit is ended and the device syncs.
📌 Note: If the visit record appears to be genuinely missing from the server and the checks above have not resolved it, raise a support case via the Access Digital Assistant. Include the service user name, carer username, visit date and time, and the visit ID if available. This is not a self-correcting issue and requires investigation by the Support team.