> ## 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.

# Timesheet troubleshooting

> Common timesheet issues and how to resolve them in Visualcare

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.

***

### 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**

***

### 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

<Note>
  Only your organisation's system administrator can change User Group Security permissions. The Visualcare helpdesk is unable to modify user permissions on your behalf.
</Note>

***

### 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.

***

### 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

***

### 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

***

## 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="Editing timesheets" icon="pen-to-square" href="/timesheets/editing-timesheets">
    How to edit, adjust, and update timesheets in Visualcare
  </Card>

  <Card title="All timesheets" icon="list-check" href="/timesheets/all-timesheets">
    Viewing and managing timesheets across your organisation
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  <Card title="View by worker" icon="user-clock" href="/timesheets/view-by-worker">
    Reviewing timesheet records grouped by worker
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  <Card title="Leave requests" icon="calendar-xmark" href="/worker-management/leave-requests">
    Managing worker leave requests and approvals
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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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</CardGroup>