This article explains how the ACP mobile app syncs data with the server, what triggers different types of syncs, how visit data arrives from rostering systems, and what to expect when a device has been offline. It is aimed at Branch Administrators and Tenant Administrators who are fielding sync queries from carers.
How the sync process works
The ACP mobile app does not hold a permanent live connection to the server. Instead, it syncs at intervals — either manually triggered by the carer, or automatically on a schedule configured in tenant preferences.
During a sync, the app sends a timestamp to the server indicating the last time it successfully received data. The server then returns only the data that has changed since that timestamp. This is called a delta sync. It keeps sync times short by only transferring what is new or updated, rather than downloading everything each time.
The data transferred during a sync includes visits assigned to the carer, activities linked to those visits, case data and forms, workplans, and any updates to service user records the carer has access to.
Once the sync is complete, the server provides a new timestamp. The app saves this and uses it as the starting point for the next sync.
📌 Important: A "submitted" or "saved" message on the mobile app confirms the data was saved on the device. It does not confirm the data has reached the server. Data is transmitted to the server during the sync cycle. If a sync fails or is interrupted after the carer taps Submit, the data will be held on the device until the next successful sync.
The three sync types
Standard sync (delta sync). Downloads only data that has changed since the last successful sync. This is the sync carers perform at the start and end of each visit. It is fast but depends on the timestamp being accurate. If the timestamp is stale or the data was changed before the last timestamp was recorded, the new data may not come through.
Clean sync. Resets the timestamp to zero and downloads all current data from the server from scratch. This is slower but guarantees the device is fully up to date. Use a clean sync when new visits are not appearing after repeated standard syncs, or when a device has been offline or unused for an extended period. Do not perform a clean sync while logged in to an active visit — all unsent data on the device will be deleted. See the Mobile sync troubleshooting guide for when to use a clean sync.
Auto sync. Runs automatically in the background at intervals configured by a Tenant Administrator in tenant preferences. Auto sync runs as a standard delta sync. It does not replace the manual sync that carers perform at the start and end of visits, and it does not upload visit data — that requires a manual sync after the visit is completed.
How visit data flows from People Planner into ACP
If your organisation uses Access People Planner or another rostering system to schedule visits, those visits are integrated into ACP automatically. They do not appear instantly.
Visits scheduled to start within the next 72 hours take up to 20 minutes to appear in ACP after being created or updated in People Planner.
Visits scheduled to start more than 72 hours from now take up to 24 hours to appear in ACP.
Changes to existing visits — such as a different carer being assigned or a time change — follow the same timings. This means a carer's device may not immediately reflect a same-day schedule change.
Once a visit has arrived in ACP and is visible on the web console, it will appear on the carer's device on their next sync. If the visit is on the web console but not on the device, a clean sync will resolve it.
If a visit is not visible on the web console, the issue is upstream in the rostering system. Check the rostering system first before raising a support case with ACP.
What happens when a device has been offline
The ACP app works offline. Carers can view previously synced case data, complete forms, and record visits without a connection. All data entered offline is held on the device.
When the device reconnects to the internet, the next sync will upload any pending data and download any updates from the server. If the device has been offline for a long time, the delta sync timestamp may be significantly out of date. In this case, a clean sync is recommended to ensure the device has the most current data, including any visits or activities added during the offline period.
If a carer worked offline and then could not complete a sync — for example, because the app was closed or the device ran out of battery — any data completed during that session will still be on the device. Ask the carer to open the app and attempt a manual sync. If this does not succeed, raise a support case before asking the carer to re-enter data, as the original submissions may still be recoverable.
App versions and sync fixes
Some sync failures are caused by bugs fixed in later versions of the app. Always check that devices are running a current app version before investigating further.
Tenant Administrators can enforce a minimum app version across all devices by enabling the App Upgrade Policy in tenant preferences. When enabled, carers on older versions are prompted to update before they can use the app. This is the recommended approach for ensuring sync fixes reach all devices promptly.
To check which version a device is running, go to Configuration > Employees, open the employee record, and check the Recent requests from Devices section. The App version column shows the version currently installed on each device.