If visits are showing as unallocated, failing to reconcile, or not appearing as expected in Access People Planner, you can work through the sections below to identify and resolve the issue.
Unallocated visits
A visit appears as unallocated when no employee has been assigned to it. This can happen due to allocation rule mismatches or planning screen filters.
Click Planning, then click Visit.
Click Planning, then locate the unallocated visit.
Double-click the visit to open it, then check the following.
Check that the visit has an assigned service type — visits without one cannot be allocated.
Confirm that an employee is allocated.
If the required employee is not eligible, a planning rule error will be presented for review.
Once an eligible employee is available, allocate them directly from the planning screen by right-clicking the visit and clicking allocate.
Visit template inconsistencies
If visits generated from a template are appearing with incorrect times, service types, or employee assignments, follow the steps below to help identify the cause.
Locate and review the template
Click Planning, then click Service User.
Click Find, then locate the relevant service user.
From the QuickLinks, select Templates.
You'll be able to view the templates, when they were last applied, and the associated dates and times.
Service requirement
Click Service User, then click Service User.
Click Find, then locate the service user.
Click into the Service Order record, and select Service requirement details.
You'll be able to view the details of the service requirement and use the audit camera icon in the top-right corner to see any changes.
Decline list
Ensure the employee or service user is not on the decline list by following these steps.
Employee
Click Planning, then click Employee.
Click Find, then locate the relevant record.
From the QuickLinks, select Declined List.
Service Users
Click Planning, then click Service User.
Click Find, then locate the relevant record.
From the QuickLinks, select Declined Service User List.
Template
If you have made changes to the template, check the following:
Click Planning, then click Visit.
Click Planning, then click on the relevant service user or employee.
Check the template and make any amendments.
Under Templates on the top bar, click the Save Template
icon.
📌Note: Changes to a template do not automatically update visits already generated from it. You'll need to regenerate affected visits.
Visits not appearing in the planning screen
If a visit is not visible in the planning screen, work through the checks below to identify the cause.
Visit generation
Check that the visit week has been generated by following these steps.
Click Planning, then click Visit.
Click Rota, then click Generation.
Check that the week's date is listed.
📌Note: if the week is not listed, follow our generate future visits guide.
Planning screen
There are a number of things that can be checked on the planning screen:
Visit date range - from the calendar on the right, select the correct date range.
Visit filters - check that no filters are selected in the filters on the top toolbar. Such as a branch or a status.
Verify the visit has been saved and is in an active state (not cancelled or deleted).
If the visit exists in the system but is not visible, check that the user account's profile has access to the relevant branch and area.
Visit reconciliation failures
Reconciliation issues usually occur when actual visit data (check-in/check-out times) does not match the planned visit, or when required fields are missing.
Click Planning, then click Visit.
Click Planning, then select the relevant visit.
Then check the following:
Check the planned start and end times against the actual check-in and check-out times.
Ensure there is a pay rate and invoice rate value against the visit to be reconciled.
Confirm the employee allocated to the visit matches the employee who completed it.
Ensure the visit has a valid service type and service user record attached.
Once all fields are correct, reconcile the visit again.
⚠️Important: If visits are still not reconciling after these checks, contact support with the visit date, employee and service user name, and a description of the mismatch.