When a new employee is created in People Planner or Access Care Rostering, the record is pushed to Access Care Planning via an integration process. You can work through the checks below to confirm whether the record has arrived and identify the most likely cause if it has not.
Check for the employee record in ACP
The first step is to confirm whether the employee record exists in ACP at all.
Click the three-line menu.
Click Configuration, then click Employees.
Search for the employee by name.
If the record is not present, the integration has either not yet completed or has not triggered successfully.
📌 Note: The integration is triggered by an event in the rostering system when the record is saved. There is no fixed timer. If the push succeeds, the employee record will appear in ACP Configuration. If it fails silently, the record will not arrive until the issue is resolved.
Check the employee can log in to the mobile app
If the employee record is present in ACP but the employee cannot log in to the mobile app, confirm their login details are correctly set.
Click the three-line menu.
Click Configuration, then click Employees.
Open the relevant employee record.
Confirm that a username and PIN are shown.
The username is generated automatically by the integration and cannot be amended. The employee must use this username to log in — not an email address.
Common reasons an employee does not arrive in ACP
The following are the most common causes of an employee record failing to appear after creation in the rostering system.
Missing fields in the rostering system. The employee record in People Planner or Access Care Rostering may be missing a required field such as first name, last name, or date of birth. Check the record in the rostering system and confirm all fields are complete before retrying.
Branch name does not match ACP. The branch or service the employee is assigned to in the rostering system must exist in ACP under the same name. Branch names must match exactly, including spacing and capitalisation. If the branch does not exist in ACP, the employee cannot be placed and the record will not arrive.
Duplicate or previously deactivated record. If the employee was previously in ACP and their record was deactivated or deleted, a conflict may prevent a new record being created. Raise a Support case if you believe this applies.
When to raise a Support case
If the employee record has not appeared in ACP after working through the checks above, raise a Support case via the Access Digital Assistant. Include the following information to help the Support team investigate:
The employee's full name as it appears in the rostering system.
The branch they are assigned to in the rostering system.
The date and time the record was created.
The rostering system being used (People Planner or Access Care Rostering).