> ## Documentation Index
> Fetch the complete documentation index at: https://support.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Deleting, archiving and restoring records

Some records you can delete yourself, some can only be removed by the Visualcare support team, and some can't be brought back once they're gone. Use this page to check before you delete anything.

> [!WARNING]
>
> Deleting is usually permanent. If a client or worker has simply stopped receiving or delivering services, end or close their records instead. This keeps their history for reporting, claiming and audits.

## Quick reference

| Record | Can you delete it yourself? | Can it be restored? |
| - | - | - |
| Shifts | Yes, from the roster | Yes, using **Deleted Shifts** on the roster |
| Client rosters | Yes, using **Delete Roster** | The support team can reinstate it |
| Timesheets | Yes, with the **Delete Timesheets** permission | No. Linked travel and shift notes are deleted too |
| Client profiles | Yes, once there's no active roster | The support team can reinstate it |
| Worker profiles | Yes, from profile using **Delete this Profile** | The support team can reinstate it |
| Agreements | Close or transfer instead of deleting | Not applicable |
| Client notes and progress notes | Yes, with the **Ability to delete note** permission | The support team can reinstate it |
| Client and worker documents | Yes, from the **documents table** | Contact the support team |
| Incidents | No, the support team deletes these on request | Not applicable |
| Shift reports and form submissions | Yes, from the **Forms table** | Contact the support team |
| Group chat messages and photos | No, the support team removes these on request | Not applicable |
| CRM leads and enquiries | Enquiry- Yes, with the **permissions** to do so. Lead- Yes, if the lead is **not converted** yet | Contact the support team |
| Expenses | Yes, **client profile** and delete from **Expense tab**. Once the expense is placed into a claim (draft, submitted, claimed) the expense cannot be deleted. If you need expenses deleted in bulk, due to a failed import contact the support team | Contact the support team |
| Draft SAH statement batches | Yes, using **Delete Statement** while the batch is in Draft | Not applicable |
| Services, roles, areas, divisions, groups and contact types | Yes, from **Maintenance** | The support team can reinstate them |
| Users | See [Suspending and deleting users](https://support.visualcare.com.au/getting-started/suspending-deleting-users.md) | The support team can reinstate them |

## Shifts and rosters

To delete a single shift or a series, right-click the shift on the roster and choose **Delete a single shift** or **Delete series from here forward**.

To bring back shifts you deleted, open the roster and click **Deleted Shifts** in the top left corner, then select the shifts to reinstate.

> [!TIP]
>
> If a client has stopped receiving services, mark their roster as **Completed** rather than deleting it. Deleting a roster removes it permanently from your view.

If a shift has already been sent to timesheets, deleting it will not  be an option. The timesheet will need to be deleted, then the shift becomes editable.

## Client profiles

### Deleting a client profile created in error

A client profile can't be deleted while it has an active roster.

**1. Remove the roster items**

Open the **Client Profile** and go to the **Roster** tab. Double-click the active roster, click **Delete Roster** and use **Delete shifts from date** to remove the roster items.

**2. Delete the roster**

Tick **Delete this roster?** in the confirmation popup and click **Delete**.

**3. Delete the profile**

Return to the **Client Profile** screen, tick **Delete this profile** and click **Save**.

### A client who has left

Don't delete the profile. Follow [Offboarding a client](https://support.visualcare.com.au/client-management/offboarding-generic.md) to end their agreements and roster, and change their **Service Status** to something other than **Current**.

### A client who is returning

Change their **Service Status** back to **Current** on the **Details** tab, then set up a new agreement and roster.

### Duplicate client profiles

If you accidentally duplicate a client profile, you should manually convert information to the profile you wish to keep sing and then delete the duplicated record.

> [!TIP]
>
> When creating a new client profile, enter the DOB as this is used as a check for duplicate records.

For Support at Home participants, the Aged Care API link can only sit on one profile. If it's on the wrong profile, contact the support team with both client IDs and they'll move it.

## Worker profiles

Follow these steps to make a worker inactive  [Offboarding a worker](https://support.visualcare.com.au/worker-management/offboarding.md)

Follow these steps to delete a worker profile

**1. Remove the worker from any shifts**

Open the **Worker Profile** and go to the **Engagement Details** tab. Use the Engagement Ended section to remove them from any shifts

![Image](https://mintcdn.com/visualcare/b93DH9rn4_CPMGBu/images/image-7.png?fit=max\&auto=format\&n=b93DH9rn4_CPMGBu\&q=85\&s=93e31d657fb1aecf169c2ba20869f6e8)

**2. Delete the Profile**

Tick **Delete this profile** and click **Save**

If a form has been added to a worker profile more than once, select which form is a duplicate and click **Delete**

## Agreements

Agreements shouldn't be deleted unless it is a **duplicate in error**. If no services have been used on a roster or to an expense, open agreement and select **Delete**. The Clone feature should be used. Close an agreement when it ends, or clone it and transfer the roster items to the new one. See [Cloning, transferring and closing agreements](https://support.visualcare.com.au/client-management/creating-agreements-for-rostering.md#cloning-transferring-and-closing-agreements).

A service can be removed from an agreement only if it isn't active on the client's roster.

> [!WARNING]
>
> If a service in an agreement has only ever been used against an expense, you will be able to delete it from the agreement. This will cause downstream impacts when trying to create invoices and exporting. Users should always use Clone feature.

## Notes

To delete a client note or progress note, your user group needs the **Ability to delete note** permission under **Clients** in [User group security](https://support.visualcare.com.au/getting-started/user-group-security.md).

1. Open the notes table and click **Column Chooser**
2. Drag in the **Delete** column
3. Click **Delete** on the note you want to remove

If you don't have the permission, ask someone in the Administration user group to delete the note or enable the permission for you.

## Documents

Delete a client or worker document from the documents table. If there's no delete option, the document is locked: unlock it under **Manage** first. See [Document storage](https://support.visualcare.com.au/client-management/document-storage.md).

## Timesheets

Deleting timesheets needs the **Delete Timesheets** permission on your user group.

> [!WARNING]
>
> Deleting a timesheet also permanently deletes any linked travel and shift notes. Record anything you need before deleting. Timesheets that have been claimed, exported or invoiced can't be deleted.

## Records only the support team can remove or restore

Contact the support team to:

* Delete an incident report created in error, duplicated or raised under the wrong client
* Remove photos or messages from a group chat
* Delete a note you can't remove yourself
* Reinstate a deleted roster, user, service, role, area, division, group or contact type

When you contact us, include:

* What kind of record it is and the IDs or numbers (incident number, roster item ID, form number)
* The client or worker it belongs to
* The date and time it was created or deleted
* Why it needs to change

See [Getting support](https://support.visualcare.com.au/getting-started/getting-support.md).

## Related articles

> **[Offboarding a client](https://support.visualcare.com.au/client-management/offboarding-generic.md)**
>
> End agreements and rosters when a client leaves

> **[Editing shifts](https://support.visualcare.com.au/scheduling/editing-shifts.md)**
>
> Edit, delete and recover shifts

> **[Notes and tasks](https://support.visualcare.com.au/client-management/notes-and-tasks.md)**
>
> Manage client notes and tasks

> **[Suspending and deleting users](https://support.visualcare.com.au/getting-started/suspending-deleting-users.md)**
>
> Remove access for users who have left