There can be a few things to check through if you have missing or incorrect activities. Follow through our guidance below to help diagnose issues when using the Access Care Planning app.
⚠️ Important: It is critical that all required activities are present on the device before booking on to a visit. If the activities are missing at the time of book on, they cannot be retrieved later, and the visit needs to be completed manually via the web console. If missing activities are identified before booking, users must perform a sync to ensure all necessary activities are available on the device before proceeding with the visit.
Self Support - Missing Activities
This tool performs many general checks regarding missing activities and offers suggestions to resolve the issue. It is the recommended starting point for all activity-related matters.
Click the three-line menu, then click Self-Support.
From the Issue Type drop-down list, select Missing Activities.
Enter the following details:
User: The employee experiencing issues with missing activities.
Service User: Name of the service user from whom the activities are missing.
Case: Respective case of the service user selected above.
Finally, click Submit.
The visit's linked care plan has activities
Ensure your visit is linked to a care plan with activities. Follow these simple steps to get started.
Click the three-line menu, then click Visit.
Use the search field to locate the visit, then take note of the Care Plan ID.
Click on the Associate Case, then from the left-hand panel, click Care Plans.
Find the Care Plan with the same ID that you noted earlier.
Ensure that there are activities present.
An incorrect care plan is linked to the visit
You can check if the care plan linked to the visit is correct by following these steps.
Click the three-line menu, then click Visit.
Use the search field to locate the visit, then take note of the Care Plan ID.
Click on the Associate Case, then from the left-hand panel, click Care Plans.
Find the care plan with the same ID that you noted earlier.
Ensure that this is the correct care plan for this visit.
Check your app version
Ensure your app is up to date.
Click the three-line menu, then click Configuration.
Click Employees, then select the relevant employee.
Under Recent requests from Devices, check the app version. This is the version of the app the user was running during their last successful sync.
If the app is outdated, please ask the user to update it and re-sync. The app can be found in the following locations:
Activities visible on desktop but not on the staff app
If an activity is visible on the web console but a carer cannot see it on the staff app, this is usually expected behaviour rather than a bug. The desktop and staff app display activities differently by design. Work through the checks below to identify the cause.
Admin activities are web-only
Activities with a type of Admin can only be viewed and completed on the web console. They do not appear on the staff app. This is by design.
To check whether an activity is set as Admin type:
Click the three-line menu, then click Configuration.
Click Tenant, then Standard Activities.
Locate the relevant activity and check the Type field.
If the type is set to Admin, the activity will not appear on the staff app. This cannot be changed without altering the activity type.
The app date filter is set to Today only
The staff app defaults to showing activities for the current day only. If the activity falls on a different date, the carer will not see it unless they adjust the date filter on their device.
Ask the carer to check their date filter in the app and widen the range to confirm whether the activity appears for a different date.
The case is not followed on the device
The staff app only downloads activities for cases that the carer is actively following on their device. If a carer is not following the relevant case, activities for that service user will not appear.
To follow a case on the app:
Open the app and tap Cases.
Tap the three dots in the top right, then tap Follow cases.
Search for and select the relevant service user to download their case to the device.
The device has not synced since the activity was added
If an activity was created or updated after the carer's last sync, it will not appear on the device until a new sync is completed. Ask the carer to perform a manual sync while remaining in the app, then check again.
📌 Note: For more information on syncing, see Device sync.
If you have checked all four points above and the activity is still not appearing, use the Self-Support - Missing Activities tool at the top of this article, or raise a support case via the Access Digital Assistant.
An activity appears to have disappeared or shows incomplete after a visit
If an activity was completed during a visit but now shows as incomplete or outstanding on the web console, or if a completed activity note is missing, use the following checks to determine whether this is a sync issue or genuine data loss.
This will self-correct after a sync if: The carer completed the activity on the app but the device has not yet synced. Activity completion status is transmitted to the server during the sync cycle. Ask the carer to perform a manual sync and then re-check the web console. The update should appear within a few minutes of a successful sync.
This requires a Support datafix if: The activity status is missing from the server despite the device having synced successfully. If the web console shows the activity as outstanding after confirmed sync, or if an activity note that was entered and saved by the carer cannot be found on the server, this is not self-correcting. Raise a support case immediately. Do not ask the carer to re-enter the notes from memory, as this creates a compliance and audit risk.
Check whether the visit was ended correctly. Activity completions are transmitted as part of the visit end process. If the carer did not fully end the visit on the app, completed activities may still show as outstanding on the server. Check the visit status on the web console. If the visit shows as Outstanding or In Progress, the carer needs to end it before the completions will be reflected.
⚠️ Important: There is a known open defect (under investigation) where in certain scenarios a visit can be ended on Android without all activities having been marked as completed. If this occurs, the activity will remain outstanding on the server. Raise a support case and reference the visit ID, service user name, and the carer's app version so the Support team can investigate.
📌 Note: If you need to raise a support case for missing activity data, include: the service user name, carer username, visit ID, the activity name, the date and time the visit took place, and whether the carer confirmed the activity was completed on their device.