This guide helps Tenant Administrators and Branch Administrators work through the most common causes of visit records, activities, and care notes appearing to be missing or lost. Many of these scenarios are display or sync issues that resolve without engineering intervention. This guide helps you identify which category you are dealing with before raising a support case.
Sync delay versus genuine data loss — what is the difference?
The most important distinction to make first is whether the data exists on the server but has not yet reached the web console, or whether the data never reached the server at all.
Sync delay — The data was created on the carer's device and is queued to be sent to the server. This is temporary and self-corrects once the device successfully syncs. Signs of a sync delay: the carer confirms they completed the activity or ended the visit; the device has not been synced recently; the visit status on the web console shows as Outstanding or In Progress rather than Completed.
Integration lag — Visit records created in a rostering system such as Access People Planner take time to appear in ACP. New visits starting within 72 hours take 10 to 20 minutes to integrate. Visits starting after 72 hours take up to 24 hours. Changes to existing visits such as employee or time can also take up to 24 hours to update.
Genuine data loss — The data was intended to reach the server but did not. This requires Support investigation. Signs: the device has synced successfully and the data is still absent on the web console; the carer's sync log shows no pending items; the visit status on the web console is Completed but notes or activity completions are absent.
📌 Note: A "submitted" or "saved" message on the mobile app confirms the data was saved to the device. It does not guarantee the data has reached the server. Data is transmitted to the server during the sync cycle, not at the point the carer taps Submit.
Visits not appearing on the web console or mobile app
Work through these checks in order.
1. Check the integration lag. If the visit was recently created or updated in your rostering system, allow the integration time to complete before investigating further. See the timings above.
2. Check the carer is using the correct username. If the visit is assigned to an employee in the rostering system but not showing on their device, they may have two usernames in ACP. The username linked to the rostering system is always a numeric format such as 2-xx. Ask the carer to confirm which username they are logging in with.
3. Check the permission scope. Carers only see visits assigned directly to them. Branch Administrators only see visits for service users within their assigned branch. If the visit is not showing for an admin user, check their branch assignment and role based access at the service level.
4. Check the visit status. Go to the service user's Visits tab on the web console. If the visit is listed there, it exists on the server. If it is showing as Outstanding rather than in progress or completed, the carer may not have started it on their device yet, or the visit was created after their last sync.
If a visit is confirmed as missing from the web console and none of the above explain it, see Visits not showing for additional checks or raise a support case.
Activities not appearing on the app or showing as incomplete
Work through these checks in order.
1. Run the Self-Support - Missing Activities tool. This is the recommended first step for all activity queries. Go to the three-line menu, click Self-Support, select Missing Activities, and enter the employee and service user details. The tool identifies the most common configuration causes automatically.
2. Check the care plan is linked to the visit and contains the activities. The visit must be linked to a care plan, and the care plan must contain the relevant activities. If the care plan is not linked or contains no activities, they will not appear.
3. Check the role permissions. Activity visibility on mobile is controlled by the carer's role permissions. If the carer's role does not have access to the relevant service, activities for service users in that service will not appear on their device.
4. Check whether the device has synced since the activity was added. Activities added or updated after the device's last sync will not appear until a new sync is performed. Ask the carer to sync manually and recheck.
5. Check the activity type. Admin-type activities are web-only and do not appear on the mobile app by design.
For a full guide see Missing or incorrect activities.
Care notes or activity notes appear to be missing after a visit
Work through these checks in order.
1. Check the visit status on the web console. Notes are transmitted when the visit is ended and the device syncs. If the visit shows as Outstanding or In Progress, the carer has not ended the visit on their device. The notes are still on the device and will reach the server once the visit is ended and the device syncs.
2. Confirm the device has synced since the visit was completed. Ask the carer to check their device and perform a manual sync if needed. Check the employee record in ACP under Configuration > Employees. The Recent requests from Devices section shows when the device last synced.
3. Check whether there was a connectivity issue during the visit. If the carer lost network connectivity immediately after tapping Submit but before the sync completed, the note may not have been transmitted to the server. The app may have shown a success message because the note was saved locally to the device, not because it reached the server. Ask the carer to check their device for any pending items or error messages.
When to escalate to Support: If the visit shows as Completed on the web console, the device has synced successfully, and the notes or activity completions are still absent, this is not a sync issue. Raise a support case via the Access Digital Assistant. Do not ask the carer to re-enter notes from memory, as this creates an audit and compliance risk. Include the service user name, carer username, visit ID, date and time of the visit, and a description of what is missing.
Known open issues
The following issues are currently under investigation and may affect visit and activity records. If your situation matches one of these, raise a support case and reference the issue description so the Support team can prioritise correctly.
Visit ended on Android without all activities completing. In certain scenarios, a visit can be ended on Android before all activities are marked as complete. Affected activities remain outstanding on the server. Reference: open defect, Android mobile app.
Form details erased after submission. In certain scenarios, data entered in a submitted form may not be retained on the server. This is under active investigation. If you observe this pattern, raise a support case immediately with the form name, service user name, and the approximate time of submission.
Paragraph field data not displaying fully on Android. A known display issue on Android may cause paragraph fields to show truncated or incomplete text when viewed from the visit page. This is an open defect affecting the Android app. If the full data is visible on the web console but not on the Android app, this is the likely cause. Raise a support case referencing the form name and visit ID.