Timesheet troubleshooting

This page covers the most common timesheet issues providers encounter 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 edit a timesheet

Symptoms: A timesheet opens in read-only mode, or the edit option is unavailable. Cause: The timesheet is locked, either because it’s tied to a locked invoice, locked via a Home Care Package (HCP) statement, or another lock condition. Fix - check for a locked invoice or locked timesheet:

1. Go to Timesheets → All Timesheets → Timesheets tab
2. Locate the Locked Invoice and Locked Timesheet columns (if these columns aren’t visible, use the column chooser to add them)
3. A tick in either column means the timesheet is locked
4. If the timesheet is locked by an invoice or system lock, contact Visualcare support to unlock it

Fix - check for an HCP statement lock:

1. Go to Timesheets → Data Export HCP
2. Open the client’s HCP Statement
3. Click Unlock Timesheets & Expenses
4. Edit the timesheet as needed
5. Return to the client’s HCP Statement and click Calculate, Save & Lock

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Issue: Unable to delete timesheets

Symptoms: The Delete Timesheets button doesn’t appear on the Timesheets screen. Cause: The user’s User Group doesn’t have the Delete Timesheets permission enabled. Fix:

1. Identify the user’s User Group - go to Users, select the user, and note the User Group assigned to them
2. Go to User Group Security, select the relevant User Group, and expand the Timesheets section
3. Set Delete Timesheets to Yes and click Save
4. Return to the Timesheets screen and confirm the Delete Timesheets button now appears

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Issue: Back-to-back location roster shifts not carrying over to timesheets

Symptoms: Shifts from back-to-back client location rosters don’t appear in timesheets as expected. Cause: The back-to-back client shifts setting in the mobile app configuration is disabled. Fix:

1. Go to Settings → Mobile App → Shift
2. Locate the Back-to-back shift options section
3. Change the setting to the option that best suits your organisation’s workflow
4. Click Save

Once enabled, back-to-back shifts carry over correctly to timesheets.

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Issue: Approved leave keeps reappearing in the Leave Request screen

Symptoms: After approving, rejecting, or deleting a leave request, the same or another leave request immediately reappears in the Leave Request screen. Cause: Visualcare increments the date filter by one day each time an action is taken, which causes the next pending leave request to appear automatically. Fix:

1. Go to the Leave Request screen
2. Change the End Date filter to a far future date (for example, a date several years ahead)
3. Click Reload
4. Select all leave requests in the list and approve, reject, or delete them as needed

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Issue: Shift times incorrect after daylight saving time change

Symptoms: Shift times on timesheets or recurring roster series show the wrong time after a daylight saving transition. A sleepover shift may show a discrepancy between the Edit Appointment and Edit Series screens. Cause: Visualcare does not automatically adjust shift times for daylight saving. Recurring series that have a start date on or after the daylight saving changeover date may retain the post-DST time for that shift and all following occurrences. A discrepancy between the appointment and series screens can also occur if a user edits a series without clicking Done, leaving the series record with the original time. Fix:

1. Go to Timesheets → All Timesheets
2. Find the affected timesheet entries
3. Edit the start and end times manually to reflect the correct times
4. Click Save
5. For recurring roster series, open the series via Edit Series on the roster, update the times, and click Done to apply the change to future occurrences

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Running into issues?

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

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