What is this message?
When you start or end a visit, you may see a message on your screen that says:
"Retrieving your location"
"This may take up to 20 seconds in areas with a weak GPS signal"
This is completely normal. The app is checking your current location as part of the visit verification process.
Why does the app need my location?
Access Care Planning uses your location to:
Confirm that you are at or near the correct visit address (geofence check)
Record any distance variation between your location and the scheduled visit location (variance check)
These checks help ensure visit records are accurate and compliant.
How long does it take?
In most cases, your location is retrieved within a few seconds. However, in areas with a weak or limited GPS signal — such as indoors, in basements, or in rural areas — it may take up to 20 seconds.
The app will automatically continue once your location has been confirmed. You do not need to do anything.
What if it takes longer than 20 seconds?
If the location retrieval seems to be taking a very long time, try the following:
Stay still — moving around can make it harder for the device to get a GPS fix
Move closer to a window or step outside if you are indoors
Check that Location Services are enabled on your device for the Access Care Planning app (see below)
If the issue persists, close and reopen the app and try again
How do I make sure Location Services are turned on?
On Android | On iOS (iPhone/iPad) |
Go to Settings → Apps → Access Care Planning → Permissions → Location and ensure it is set to "Allow only while using the app" or "Allow all the time". | Go to Settings → Privacy & Security → Location Services → Access Care Planning and ensure it is set to "While Using the App" or "Always". |
💡 If Location Services are turned off entirely on your device, the app will not be able to retrieve your location. Make sure Location Services are enabled at the device level too:
Android: Settings → Location → turn on
iOS: Settings → Privacy & Security → Location Services → turn on
Still having issues?
If you are regularly experiencing problems with location retrieval, please contact your system administrator or reach out to our support team.