> ## 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.

# Services Australia integration for Support at Home

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.

<Note>
  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.
</Note>

## 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

<CardGroup cols={3}>
  <Card title="Registering an organisation" icon="building" href="https://www.servicesaustralia.gov.au/registering-organisation-proda?context=33786">
    Services Australia guide
  </Card>

  <Card title="Adding service providers" icon="landmark" href="https://www.servicesaustralia.gov.au/adding-service-providers-to-your-organisation-proda?context=33786">
    Services Australia guide
  </Card>

  <Card title="Managing B2B devices" icon="server" href="https://www.servicesaustralia.gov.au/managing-b2b-devices-proda?context=33786">
    Services Australia guide
  </Card>
</CardGroup>

## Connecting Visualcare to the API

<Steps>
  <Step title="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**.

    <Warning>
      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.
    </Warning>
  </Step>

  <Step title="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.
  </Step>

  <Step title="Install the integration in Visualcare">
    In Visualcare, go to **Settings** → **Integrations** → **Services Australia (Aged Care Web API)** and click **Install**.
  </Step>

  <Step title="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**.

    <Warning>
      "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.
    </Warning>
  </Step>

  <Step title="Download and complete the AC027 form">
    Click **Manage** and download the **AC027 – Aged Care Web API Registration Form**. When completing it:

    | Field                        | What to enter                                                                                                                                             |
    | ---------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- |
    | Registration type            | Tick one only: New registration, Update registration, or End registration                                                                                 |
    | Registered provider name     | Your company's registered name                                                                                                                            |
    | PRODA organisation RA number | The RA number from step 1                                                                                                                                 |
    | Active device name           | The device name from step 1, exactly as it appears in PRODA                                                                                               |
    | Software developer's name    | Pre-filled: Visual Data Solutions Pty Ltd                                                                                                                 |
    | Software name                | Pre-filled: Visualcare 1.0                                                                                                                                |
    | Software integration version | Pre-filled: 1.0                                                                                                                                           |
    | Nominated services           | Add each subsidiary organisation or sub-branch using the software, for example "Happy Living Services – Gold Coast" and "Happy Living Services – Beerwah" |
  </Step>

  <Step title="Submit the form to Services Australia">
    Email the completed form to [developerliaison@servicesaustralia.gov.au](mailto:developerliaison@servicesaustralia.gov.au) and wait for a confirmation email back from Services Australia.
  </Step>

  <Step title="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**.

    <Warning>
      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.
    </Warning>
  </Step>
</Steps>

### 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

<Accordion title="What to send support if it's still not connecting">
  - 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
</Accordion>

## Claiming settings

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

### Accounting software

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

<CardGroup cols={2}>
  <Card title="Xero" icon="building-columns">
    API or CSV
  </Card>

  <Card title="MYOB" icon="building-columns">
    API or CSV
  </Card>

  <Card title="MYOB Advanced" icon="building-columns">
    API or CSV
  </Card>

  <Card title="Other" icon="file-export">
    QBO, Attache CSV, Microsoft Dynamics, Microsoft Dynamics F\&O, TechOne, Magiq
  </Card>
</CardGroup>

### 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.

<Tip>
  If the threshold is set to 1, Care Management Time will always round up regardless of the amount entered.
</Tip>

For example, with a threshold of **8 minutes**:

| Actual minutes | Rounded to |
| -------------- | ---------- |
| 13             | 15 ↑       |
| 19             | 15 ↓       |
| 4              | 15 ↑       |
| 9              | 15 ↑       |
| 26             | 30 ↑       |

<Accordion title="Worked examples">
  **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.
</Accordion>

### 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.

<Note>
  Click **Save** at the bottom of the page to apply any changes to your Support at Home settings.
</Note>

## Running into issues?

See  [SAH troubleshooting](/troubleshooting/sah-claiming-errors)  for more errors and fixes.

## Related articles

<CardGroup cols={2}>
  <Card title="SAH participant profile" icon="user" href="/client-management/sah-client-profile">
    Understand the Support at Home tab, including API connection status and funding details
  </Card>

  <Card title="SAH claiming errors" icon="triangle-exclamation" href="/troubleshooting/sah-claiming-errors">
    Common PRODA and claiming errors, and how to resolve them
  </Card>

  <Card title="Billing to Support at Home" icon="dollar-sign" href="/finance/billing-to-sah">
    Create, submit, and reconcile Support at Home claims
  </Card>

  <Card title="Integration settings: SAH and NDIS" icon="gears" href="/operations/integration-settings-sah-and-ndis">
    Configure funding types, government IDs, and accounting software settings
  </Card>
</CardGroup>