This guide is for Tenant Administrators and Branch Administrators who are investigating why a carer cannot see activities during a visit on the mobile app. Activities are linked to visits through care plans. If any part of the configuration chain is missing or the device has not synced, activities will not appear.
How activities appear during a visit
When a carer starts a visit on the mobile app, the activities shown on the visit screen are retrieved from the care plan linked to that visit. For activities to appear, the following must all be true at the time the device synced.
The visit must be linked to a service user record in ACP.
The service user must have an active care plan.
The care plan must contain the activities that should appear during the visit.
The visit must be linked to the care plan. In integrated systems (Access People Planner, Access Care Rostering), this link is created automatically when a workplan is assigned in the rostering system. In non-integrated systems, the care plan is linked manually when the visit is created.
The carer must be in a role with permission to view the service user's case file and the care plan section where activities are stored.
The carer's device must have synced after all of the above was in place on the server.
Step 1 — Use the Missing Activities self-support tool
Before working through manual checks, use the built-in Missing Activities tool. This is the recommended first step for all activity visibility queries and automatically identifies the most common configuration causes.
Click the three-line menu.
Click Self-Support.
Select Missing Activities.
Enter the employee and service user details.
Review the results and follow the recommended actions.
If the self-support tool identifies a configuration issue, resolve it and ask the carer to sync before checking again.
Step 2 — Check the care plan and visit link
If the self-support tool does not identify a cause, work through these checks.
Check 1 — Confirm the service user has an active care plan. Go to the service user's record and open the Care Plans tab. If no care plan is listed, or all plans are inactive, activities cannot appear on the visit. A care plan must be active and linked to the visit.
Check 2 — Confirm the care plan contains the expected activities. Open the care plan and review the activities listed. If the activities are not present in the care plan, they will not appear on the visit screen regardless of other settings.
Check 3 — Confirm the care plan is linked to the visit. Open the visit record in ACP (via the service user's Visits tab). Check whether a care plan or workplan is associated with the visit. If the visit has no linked care plan, activities will not appear on the carer's visit screen.
In integrated systems, the workplan link is created by the rostering system. If the link is missing, check whether the service requirement in the rostering system is correctly mapped to the service user and whether a workplan has been assigned.
Step 3 — Check role permissions
Activity visibility on mobile is controlled by the carer's role permissions at the service level. If the carer's role does not have View permission on the care plan section, activities stored in that section will not be included in the sync payload and will not appear on the device.
To check this, go to Configuration > Services, select the relevant service, and click Roles. Find the role assigned to the carer and check that View is enabled for the section where the activities are stored.
Also confirm the carer is subscribed to the service user's case. Without a subscription, the carer's device will not download the case data at all. This can be checked on the service user's record under the Roles tab — the carer or their group should be listed.
Step 4 — Check whether the activity is an admin-type activity
Admin-type activities are web-only and do not appear on the mobile app. This is by design. If a carer reports a specific activity is missing, check whether it is configured as an admin activity.
To check, go to the activity definition in Configuration (or the relevant setup area) and confirm its type. If it is set as admin-only, it will not appear for carers on mobile regardless of care plan or sync state.
Step 5 — Confirm the device has synced
Even if all configuration is correct, activities added or updated after the device's last sync will not appear until a new sync is performed.
Ask the carer to perform a manual sync and then check the visit screen again.
If the care plan or workplan was recently updated, or if role permissions were recently changed, a clean sync may be needed to ensure the device reflects the latest server state. See Device sync for instructions on when and how to perform a clean sync.
📌 Note: The Missing Activities self-support tool should be the first step for all activity visibility queries. It identifies the most common causes automatically and often resolves the issue without manual investigation.
When to raise a support case
If all five checks above are satisfied — active care plan, activities present, visit linked to care plan, correct role permissions, device synced — and activities are still not appearing on the mobile app, raise a support case via the Access Digital Assistant.
Include the following information: service user name, carer username, visit ID, date and time of the visit, care plan name, and confirmation of which of the five checks above you have completed and what each showed.