> ## 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

Visualcare blocks access from IP addresses outside Australia for security reasons. See [Access denied (403)](/troubleshooting/access-denied) for the full fix, including VPN setup and what to do if you're still blocked.

***

### Issue: SSO login loop after Microsoft sign-in

**Symptoms:** After entering Microsoft credentials, the user is stuck in a login loop or receives an error.

**Cause:** When Single Sign-On (SSO) is enabled for a user, the system expects the SSO login flow. A mismatch between the user's SSO configuration and their Visualcare account can prevent the login from completing.

**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 username and password
3. Once the user has signed in successfully, 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 the **Worker Profile**, locate the active worker 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: 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
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  <Card title="User group security" icon="shield-halved" href="/getting-started/user-group-security">
    Configuring permissions for user groups in Visualcare
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  <Card title="User access control" icon="user-lock" href="/getting-started/user-access-control">
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  <Card title="vWorker app login" icon="mobile-screen" href="/apps/vworker-logging-in">
    How workers log in to the vWorker app
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  <Card title="vWorker app access" icon="mobile" href="/apps/vworker-access">
    Managing worker access to the vWorker app
  </Card>
</CardGroup>