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Visualcare connects to Services Australia’s Aged Care Web API to verify Support at Home (SAH) participant records and keep budget and balance data flowing into vCore. Setting this up involves registering a device with PRODA, registering that device with Services Australia, and confirming the connection in Visualcare.
Most connection failures come down to incorrect PRODA setup, a device that hasn’t been activated correctly, or a missing Aged Care Service Provider link. Work through each step below in order rather than jumping ahead.

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Before you start

You’ll need:
  • Organisation Manager permissions in PRODA for your organisation
  • A PRODA B2B device set up for SAH claiming (device name, RA number, and activation code)
  • The Aged Care Service Provider added to your PRODA organisation

Registering an organisation

Services Australia guide

Adding service providers

Services Australia guide

Managing B2B devices

Services Australia guide

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Connecting Visualcare to the API

1

Set up your PRODA B2B device

In PRODA, go to Organisation → Device and create a new B2B device for SAH claiming. Record the Device Name and RA Number, then click Generate Activation Code.
The activation code is only valid for 1 hour and isn’t stored anywhere by PRODA or Visualcare, so have Visualcare open and ready before you generate it.
2

Confirm the Aged Care Service Provider is added

Still in PRODA, add the Aged Care Service Provider to your organisation if it isn’t already there. Services Australia requires this link, and API access will fail without it.
3

Install the integration in Visualcare

In Visualcare, go to Settings → Integrations → Services Australia (Aged Care Web API) and click Install.
4

Enter your device credentials

Enter the Device Name, RA Number, and Activation Code exactly as they appear in PRODA (the activation code is case sensitive), then click Save. Status should now show Pending.
“Pending” means the device is correctly created and linked. Don’t edit or delete the device, and don’t create a second device, once it’s showing Pending.
5

Download and complete the AC027 form

Click Manage and download the AC027 – Aged Care Web API Registration Form. When completing it:
6

Submit the form to Services Australia

Email the completed form to developerliaison@servicesaustralia.gov.au and wait for a confirmation email back from Services Australia.
7

Finalise the connection in Visualcare

Once you’ve received confirmation, allow a full 48 hours to pass before proceeding, then:
  1. Save the approved form as “Visualcare AC027 - Support at Home”
  2. Go to Settings → Integrations → Services Australia (Aged Care Web API) → Manage
  3. Upload the completed form
  4. Click Test Connection
Status should now show Connected.
If you upload the form before the 48-hour wait has passed, the integration can become locked. If Visualcare can’t connect to the API using the details provided, the uploaded form isn’t saved and you’ll see an error.

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If the connection still fails

Check the following before contacting support:
  • A full 48 hours has passed since the Services Australia confirmation email
  • The Aged Care Service Provider is added in PRODA
  • The device details in PRODA match what’s entered in Visualcare and on the AC027 form
  • The correct activation code was used
  • A screenshot of the PRODA device with activation enabled
  • A screenshot showing the Aged Care Service Provider in PRODA
  • The AC027 confirmation email from Services Australia

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Claiming settings

Once connected, configure how SAH claims are processed. Go to Settings → Integrations → Services Australia (Aged Care Web API) → Manage.

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Accounting software

Select the accounting software and export format you want to use for SAH invoicing. Supported platforms:

Xero

API or CSV

MYOB

API or CSV

MYOB Advanced

API or CSV

Other

QBO, Attache CSV, Microsoft Dynamics, Microsoft Dynamics F&O, TechOne, Magiq

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Rounding threshold

Some SAH service types claim in hours rather than minutes, in increments of 0.25 hours. The rounding threshold controls how Visualcare rounds actual time to the nearest 15-minute increment. Set a threshold between 1 and 15 minutes. Minutes below the threshold round down; minutes at or above it round up.
If the threshold is set to 1, Care Management Time will always round up regardless of the amount entered.
For example, with a threshold of 8 minutes:
Example 1: Actual time is 13 minutes, threshold is 8. This rounds up to 0.25 hours.Example 2 - Care Management activity of 19 minutes: 19 minutes is 4 minutes above the 15-minute mark and 11 minutes below the 30-minute mark. Because it’s within the 8-minute threshold of the lower block, it rounds down to 15 minutes, or 0.25 hours.Example 3 - a 4-minute check-in: This is below the 8-minute threshold. If rounding down to zero isn’t allowed (see Zero rounding below), it rounds up to 0.25 hours instead.

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Zero rounding

Toggle Zero Rounding to Yes if you don’t want the system rounding a service down to zero when the time entered is below your threshold. With this off, very short entries under the threshold could round down to nothing claimed.
Click Save at the bottom of the page to apply any changes to your Support at Home settings.

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Running into issues?

See SAH troubleshooting for more errors and fixes.

SAH participant profile

Understand the Support at Home tab, including API connection status and funding details

SAH claiming errors

Common PRODA and claiming errors, and how to resolve them

Billing to Support at Home

Create, submit, and reconcile Support at Home claims

Integration settings: SAH and NDIS

Configure funding types, government IDs, and accounting software settings