Case files linked to a visit become accessible in the mobile app according to the pre‑download window set in Tenant Preferences. By default, this window is configured as a specific number of hours, for example, 48 hours before the scheduled visit.

Once the pre‑download window is reached, the case file downloads automatically, enabling users to view it and any associated case forms by opening the visit in the app.

The pre‑download window can be adjusted in Tenant Preferences to increase or decrease the number of hours before a visit when the case file becomes available.

Future‑dated visits may not appear straight away due to the system’s rolling window for data integration. The system processes and sends data for a configurable period, for example, seven days in a 24‑hour batch.

A visit scheduled at the edge of this rolling window may not appear until it falls fully within the window and is included in the next daily sync. Once the visit enters the rolling window and the daily file has been processed, it appears in the web console. After the carer completes their next sync, the visit also becomes visible in the mobile app.

This approach ensures that data remains accurate, up to date, and synchronised efficiently across systems.