SAH troubleshooting - Visualcare Support Centre

This page covers errors that appear when submitting Support at Home (SAH) claims through the Provider Digital Access (PRODA) portal, uploading payment summary files, and working with the SAH claiming workflow in Visualcare.

API Connection

”Server Error” on the SAH tab

Cause: PRODA B2B devices expire every 6 months as Services Australia policy. An expired or locked device interrupts the API connection between Visualcare and PRODA, which shows as a Server Error on the client’s SAH tab. Fix:

Select Organisations at the top right, then choose the organisation associated with the expired device.

Open the expired device

Go to B2B Devices, and click on the name of the expired device.

Generate a new activation code

Select Generate New Code in the Device Details section, and record the new Device Activation Code, Device Name, and RA Number.

These details aren’t stored anywhere by the system, and the code is only valid for 1 hour.

Update Visualcare

Enter the new code under Settings → Integrations. Status will show Pending.

Reconnect

Click Manage in the Integrations tab and upload the original AC027 form, named “Visualcare AC027 - Support at Home”, to move the status from Pending to Connected.

Generate a new activation code before a device passes its 6-month expiry, rather than waiting for the Server Error to appear.

What a Server Error does and doesn’t affect

A Server Error interrupts the flow of budget and balance data from Services Australia, but it doesn’t stop you working. Not affected - these continue to work as normal:

SAH claiming, including via CSV
SAH invoicing

Affected - these will show inaccurate figures until the connection is restored:

Area	Impact
SAH tab (client profile)	Available budget won’t reflect the correct balance
SAH Individual and Organisation dashboards	Available balance won’t be accurate on either dashboard
Client statements	Expenditure displays correctly, but the available balance shows the last known figure from before the error, so it won’t reconcile against the expenditure shown

To restore accurate data: reconnect the B2B device using the steps above, then contact the Visualcare support team to request a budget refresh across all three affected areas.

PRODA claiming errors

When you submit a SAH claim batch, PRODA may return one or more error messages against individual line items. The errors below describe the most common messages, what causes them, and how to fix them. Symptoms: One or more line items in your claim batch are rejected by PRODA with error messages against individual service items. Cause: Errors are typically caused by incorrect date formatting in the CSV, missing or wrong service codes on the Service Identifier, invalid unit types, or participant details that don’t match the PRODA record. Fix: Review the error message for each rejected item using the table below, correct the relevant field in Visualcare or in the CSV, then resubmit the claim.

Error	Resolution
”Item XX Support Service X is not valid” / “Item XX Delivery Date is either missing or wrong format YYYY-MM-DD” / “Invoice cannot be created”	The CSV was opened and saved with incorrect date formatting. Correct the date format to YYYY-MM-DD before saving the CSV.
”A valid value must be supplied for field Service type” / “Care recipient CRID does not have SAH classification for service X on DATE” / “Care recipient CRID is not approved for X on DATE” / “Unit type invalid for provided service X”	An incorrect service code (or no service) has been added to the Service Identifier. Use the SAH service code (SERV-00XX), not the Visualcare service code.
”A valid value must be supplied for field item description”	The Home Support Item is missing an Item Description Code, a Unit Type, or an Item Description (required for OTH codes).
”Care recipient X is not in the care of service provider on DATE”	The care recipient was discharged before the date of the service being claimed. Use the service delivery date, not the invoice date.
”Unit type invalid for provided service X”	An incorrect unit type has been added. The Unit Type field should be blank for all services other than Assistive Technology and Home Modifications (AT-HM) or Home Support Items.
”Field Health Professional Type has invalid value”	The Health Professional Type field only applies to service codes 0066 and 0068. For all other codes, leave this field blank.
”Field item description has invalid value”	The wrong service code has been used. Match the item description code to the correct service code.
”Field wraparound description has invalid value”	The wraparound code needs to match the service code. For AT codes 61-66: use WRAP-001 for setup, WRAP-003 for delivery. For Home Modifications (HM) codes 67-68: use WRAP-008 for training, WRAP-012 for coordination.
”A valid value must be supplied for the field purchase method type”	For AT-HM items, set the purchase method type to “PURCHASED” unless the item is being loaned.
”This is not a valid care recipient ID”	Ensure the care recipient has a valid Care Recipient Identifier (CRID) in Visualcare. Visualcare only includes participants with a valid CRID in the claim file.
”Service delivery date cannot be in future”	Services with a future delivery date cannot be claimed. Wait until the service date has passed.
”Care recipient CRID is not approved for service X on DATE”	The participant is not approved for the service on that date in the PRODA record.
”The quantity must be an increment of 0.25 hours”	For services with an hours unit type, quantities must be in 0.25-hour increments. Visualcare automatically rounds these service types.
”Invoice cannot be created”	This error appears alongside other errors. Fix the other errors in the batch and the invoice will be created on resubmission.
Item XX - Care recipient XX does not have the correct entry event for funding source	Participant has both Ongoing and Restorative Care funding, column H needs to be populated with “RC” if Restorative Care funding to be claimed

Payment file upload errors

When reconciling a Support at Home (SAH) claim, uploading the payment details CSV file from Services Australia can return one of the errors below.

”Unable to parse payment file. Please try again later”

Symptoms: The payment details CSV fails to upload, with the error “Unable to parse payment file. Please try again later”. Cause: The payment details CSV contains adjustment or amendment line items. These are generated by Services Australia, for example following a reassessment or where hardship has been applied, and can be backdated. Visualcare doesn’t currently support adjustment or amendment entries in payment details uploads. Fix: Review the payment details CSV file and decide whether to remove the adjustment lines yourself or send the file to the Visualcare helpdesk team.

Option 1: Remove the adjustment lines
Option 2: Send the original file

Use this option if you’re comfortable identifying and removing the affected rows, for example where there are only a few.

Open the file

Open the payment details CSV file in a spreadsheet application.

Identify the adjustment rows

Identify any rows marked as an amendment or adjustment, along with the related lines they affect.

Delete the rows

Delete those rows from the file.

Save the file

Save the file as a CSV.

Re-upload in Visualcare

Re-upload the cleaned CSV in Visualcare. The claim will now reconcile.

Raise a helpdesk ticket

Create a helpdesk ticket and attach the original, unedited payment details CSV file. Visualcare will manually amend the relevant lines to reflect the changes.

Whichever option you choose, keep a copy of the original payment details CSV file. Adjustment history isn’t stored in Visualcare, so this forms part of your audit trail. See SAH payment adjustments for more on handling under and overclaims.

”Internal Server Error”

Symptoms: The payment details CSV fails to upload, with the error “Internal Server Error”. Cause: This can mean the file size exceeds Visualcare’s upload limit. You can see more information on SAH adjustments in this article SAH payment adjustments

How to amend items claimed and paid in the Aged Care Claiming Portal

If you need to amend a service item that has already been claimed and paid through the Aged Care Claiming Portal (ACCP), this is managed directly in ACCP rather than in Visualcare. Services Australia provides a training module with step-by-step guidance on how to process amendments in ACCP. You can access it at the Services Australia ACCP amendments training module.

Amendment processing in ACCP is managed by Services Australia. If you need support beyond what the training module covers, contact the Services Australia provider helpline.

Running into issues?

You can see more information on SAH adjustments in this article SAH payment adjustmentsIf your issue isn’t listed here, contact the Visualcare helpdesk.

Billing to SAH

How to generate and submit SAH claim files in Visualcare

SAH agreements

Setting up and managing Support at Home client agreements

SAH financials

Managing financials for Support at Home clients

Support at Home dashboards

Monitor participant and organisation-level SAH budgets

​API Connection

​”Server Error” on the SAH tab

​What a Server Error does and doesn’t affect

​PRODA claiming errors

​Payment file upload errors

​”Unable to parse payment file. Please try again later”

​”Internal Server Error”

​How to amend items claimed and paid in the Aged Care Claiming Portal

​Running into issues?

​Related articles

Billing to SAH

SAH agreements

SAH financials

Support at Home dashboards

API Connection

”Server Error” on the SAH tab

What a Server Error does and doesn’t affect

PRODA claiming errors

Payment file upload errors

”Unable to parse payment file. Please try again later”

”Internal Server Error”

How to amend items claimed and paid in the Aged Care Claiming Portal

Running into issues?

Related articles