> ## 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.

# Login and access troubleshooting

> Common login and access issues in Visualcare and how to resolve them

This page covers the most common login and access issues providers encounter in Visualcare. Work through the relevant fix below, and if you're still stuck, reach out to the helpdesk.

***

## Login issues

### Issue: 403 Forbidden error when accessing Visualcare

**Symptoms:** A 403 Forbidden error appears when trying to open Visualcare.

**Cause:** Visualcare blocks access from international IP addresses for security reasons. If you're connecting from outside Australia, your request is rejected before the login screen loads.

**Fix:**

1. Connect to a VPN set to an Australian server
2. Once the VPN is active, navigate to Visualcare as normal

<Note>
  International IP addresses are not permitted to access Visualcare directly. A VPN connected to an Australian server is the only supported workaround for overseas access.
</Note>

***

### Issue: SSO login loop or missing QR code after Microsoft sign-in

**Symptoms:** After entering Microsoft credentials, the system redirects to a two-factor authentication (2FA) screen but doesn't show a QR code. The user is stuck in a login loop or receives an error.

**Cause:** When Single Sign-On (SSO) is enabled for a user who has also set a Visualcare password, the system expects the SSO login flow. If the user then tries to reset their password using the **Reset Password** link, the system still prompts for 2FA but doesn't display the QR code because the SSO flow hasn't completed 2FA setup.

**Fix:**

1. Disable SSO for the affected user in **Users** → select the user → disable SSO
2. Ask the user to sign in with their standard Visualcare password and complete 2FA setup, including scanning the QR code when prompted
3. Once 2FA is set up, re-enable SSO for the user

***

### Issue: Worker unable to log in to the Vworker app

**Symptoms:** A worker reports being unable to log in to the Vworker app.

**Cause:** This is most commonly caused by an incorrect username or password, or a worker profile that hasn't been set up correctly.

**Fix:**

1. Ask the worker to confirm they're using the correct username and password
2. If the password is incorrect, go to **Users**, locate the worker's account, and use the **Reset Password** option
3. If the password is correct but login still fails, review the worker's profile to confirm it's set up correctly and linked to an active user account
4. If the issue persists after checking credentials and profile setup, ask the worker to uninstall and reinstall the Vworker app, then attempt login again
5. If the worker is still unable to log in, raise a ticket with the Visualcare helpdesk at [support@visualcare.com.au](mailto:support@visualcare.com.au)

***

### Issue: 2FA authenticator code needs resetting

**Symptoms:** A user cannot generate a valid two-factor authentication (2FA) code. Common triggers include a new phone, a deleted authenticator app, an accidentally removed 2FA account, or a "Mis-match code" error on login.

**Fix - request a reset:**

Email the Visualcare helpdesk at [support@visualcare.com.au](mailto:support@visualcare.com.au) to request a 2FA reset. Send the request from a registered email address - either the affected user directly or an administrator (a user in the Administration user group). The helpdesk verifies the request before resetting.

**Fix - set up 2FA again after the reset:**

On the next login, the user is prompted to set up 2FA again:

1. Delete any old Visualcare codes from the authenticator app first
2. Tap **Add New Code** in the authenticator app
3. Choose **Scan QR Code** or **Enter Key Manually**
4. Scan the QR code shown on the login screen, or enter the key provided

<Warning>Scan the QR code with the authenticator app, not the phone's camera app, and remove old Visualcare entries before adding the new one - old entries generate invalid codes and cause confusion about which code to use.</Warning>

**Fix - "Mis-match code" error persists after a reset:**

1. Open the phone's **Settings** and go to **Date and Time**
2. Turn on **Set Automatically**

This syncs the authenticator app's clock with the Visualcare servers, which time-based codes depend on.

***

### Issue: Clearing browser cookies and cache

Several fixes on this page ask you to clear your browser's cookies and cache. Each browser does this differently - use the official guide for yours:

* [Chrome](https://support.google.com/accounts/answer/32050)
* [Microsoft Edge](https://www.microsoft.com/en-us/edge/learning-center/how-to-manage-and-clear-your-cache-and-cookies)
* [Firefox](https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox)
* [Safari on Mac](https://support.apple.com/en-au/guide/safari/sfri11471/mac)
* [Safari on iPhone or iPad](https://support.apple.com/en-au/105082)

***

## Access and permissions

### Issue: Suspend button not visible in Users

**Symptoms:** A user navigates to the **Users** section but the **Suspend** button (used to deactivate a user account) doesn't appear.

**Cause:** The **Suspend** button is controlled by a User Group Security permission. If the user's assigned User Group doesn't have permission to view other user groups, the button is hidden.

**Fix:**

1. Go to **User Group Security**
2. Select the User Group assigned to the affected user
3. Expand the **Settings** section
4. Set **User Groups** permission to **Show**
5. Click **Save**

<Note>
  This permission change needs to be made by someone in your organisation with User Group Security access. The Visualcare helpdesk is unable to modify user permissions on your behalf.
</Note>

***

### Issue: User unable to view documents

**Symptoms:** A user navigates to the **Documents** screen but expected documents don't appear.

**Cause:** This is usually caused by active filters hiding document categories, or User Group permissions restricting access to one or more Worker Document Categories.

**Fix - clear filters:**

1. Go to the **Documents** screen
2. In the top-right corner, click **Reset Filter** to clear any active filters
3. Check whether the documents now appear

**Fix - review document category permissions:**

1. Go to **Maintenance** → **Document Categories**
2. Select **Worker Documents**
3. Review the **User Group Permissions** section and confirm the correct User Groups have access
4. Click **Save**

***

### Issue: User unable to view worker pay rates

**Symptoms:** A user cannot see worker pay rates while rostering or in the Timesheets section.

**Cause:** The user's User Group does not have the pay rate permission enabled.

**Fix:**

1. Go to **Settings** → **User Group Security**
2. Select the User Group assigned to the affected user
3. Click the **Workers** tab
4. Set **Worker Finance Tab and Pay Rate in Rosters and Timesheets** to **Show**
5. Scroll down and click **Save**
6. Ask the user to refresh and confirm the pay rate field now appears

***

### Issue: Users cannot see the Incidents tab

**Symptoms:** The **Incidents** tab does not appear for a user.

**Cause:** One or more of three User Group Security permissions is missing.

**Fix:**

1. Go to **User Group Security** and select the user's User Group (if you're unsure which group the user is in, go to **Users**, select the user, and note their User Group)
2. Check all three of these permissions:
   * **Home** → **KPI Incidents** is set to **Show**
   * **Clients** → **Ability to View Incidents** is set to **Yes**
   * **Worker** → **Worker Incidents** is set to **Show**
3. Click **Save**

***

### Issue: User unable to create a contact

**Symptoms:** A user cannot create a contact.

**Cause:** The **Contacts to Show** permission is missing from the user's User Group.

**Fix:**

1. Go to **User Group Security**
2. Select the relevant User Group
3. Click **Maintenance** to expand the permissions
4. Enable **Contacts to Show**
5. Click **Save**

***

## Running into issues?

If your issue isn't listed here, contact the Visualcare helpdesk at [support@visualcare.com.au](mailto:support@visualcare.com.au).

## Related articles

<CardGroup cols={2}>
  <Card title="Logging in" icon="right-to-bracket" href="/getting-started/logging-in">
    How to log in to Visualcare, including SSO and standard login options
  </Card>

  <Card title="Resetting your password" icon="key" href="/getting-started/resetting-password">
    Steps to reset a forgotten or expired password
  </Card>

  <Card title="User group security" icon="shield-halved" href="/getting-started/user-group-security">
    Configuring permissions for user groups in Visualcare
  </Card>

  <Card title="User access control" icon="user-lock" href="/getting-started/user-access-control">
    Managing user accounts and access levels
  </Card>

  <Card title="Vworker app login" icon="mobile-screen" href="/timesheets/vworker-logging-in">
    How workers log in to the Vworker app
  </Card>

  <Card title="Vworker app access" icon="mobile" href="/timesheets/vworker-access">
    Managing worker access to the Vworker app
  </Card>
</CardGroup>