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This page covers common problems when working with client agreements and services in Visualcare. Work through the relevant fix below, and if you’re still stuck, reach out to the helpdesk.

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Issue: Unable to remove a service from an agreement

Symptoms: When you try to remove a service from a client agreement, Visualcare won’t let you delete it. Cause: The service is still in use. This happens for one of two reasons: the service is linked to active roster items, or it’s referenced by submitted timesheets. Both need to be resolved before the service can be removed.

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Fix - linked roster items

  1. Go to Timesheets → All Timesheets and adjust the date range to cover the agreement’s dates
  2. Go to the Rosters tab and open the Column Chooser
  3. Add the Agreement Code column, then filter by the relevant agreement code
  4. Locate the roster item that uses the service code, and note down its date and time
  5. Go to the client’s Roster, find that roster item, and open it
  6. Change or remove the service on the roster item, then save
  7. Return to the agreement and remove the service

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Fix - submitted timesheets

  1. Go to Timesheets → All Timesheets and adjust the date range to cover the agreement’s dates
  2. Open the Column Chooser, add the Agreement Code column, and filter by the relevant agreement code
  3. Locate the timesheets that reference the service code, and note the date and time of each
  4. Select those timesheets and click Delete Timesheets
Deleting timesheets also permanently removes any linked Travel or Shift Notes. Make sure you’ve recorded any information you need before deleting.
  1. Go to the client’s Roster, find the relevant roster item, and edit it to remove or change the service
  2. Return to the agreement and remove the service
  3. Once the service is removed, manually resend the roster item to timesheets

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Issue: Wrong payroll code appearing on services

Symptoms: A service is generating timesheets with an incorrect payroll code, or the payroll code doesn’t match what’s configured on the service. Cause: The most common reason is that the worker has an override configured in their Override Service Pay Level settings. Worker-level overrides take precedence over service-level payroll codes, so even if the service is set up correctly, the override changes the output. Fix:
  1. Open the worker’s Profile
  2. Go to the Engagement Details tab
  3. Scroll down to the Override Service Pay Level (XERO / MYOB / Reckon API / Attache) section
  4. Check whether any overrides have been added for the relevant service
  5. Update or remove the override as needed, then save

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Issue: Update Charge Rates didn’t work for a client

Symptoms: After running the Update Charge Rates function, charge rates for certain clients haven’t updated. Cause: The Override Charge Rates setting is enabled on the client’s agreement, which prevents the global update from affecting that client. Fix:
  1. Go to Clients → Agreements
  2. Locate the relevant agreement and edit it
  3. Untick the Override Charge Rates checkbox
  4. Click Save
  5. Run Update Charge Rates again
To find every agreement with the override enabled, go to Clients → Agreements, open the Column Chooser, add the Override Charge Rates column, and sort by “Yes”.

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Running into issues?

If your issue isn’t listed here, contact the Visualcare helpdesk at support@visualcare.com.au.

Creating agreements for rostering

Set up and configure client agreements for rostering and billing

Service management

Manage services, payroll codes, and rate link configuration

Engagement details

Configure worker pay settings including service pay level overrides

Editing timesheets

Edit, delete, and manage submitted timesheets