> ## Documentation Index
> Fetch the complete documentation index at: https://help.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Vworker app troubleshooting

> Common Vworker mobile app issues and how to resolve them in Visualcare

This page covers common issues providers and workers encounter with the Vworker mobile app. Work through the relevant fix below, and if you're still stuck, reach out to the helpdesk.

***

## Errors and crashes

### Issue: App crashes caused by spaces in worker web usernames

**Symptoms:** The Vworker app crashes on launch or during use for a specific worker. The worker is unable to log in or use the app.

**Cause:** The worker's web username contains spaces (including spaces embedded within the name, not just trailing spaces). Spaces in the username prevent the app from authenticating correctly.

**Fix:**

1. Open the worker's profile in VCore
2. Go to the **Details** tab and check the **Web Username** field
3. Remove all spaces from the username, including any between first and last names (use the format `FirstName.LastName`)
4. Save the profile
5. Ask the worker to log out and log back in, or reinstall the app

<Note>If multiple workers are affected, contact [support@visualcare.com.au](mailto:support@visualcare.com.au) for a bulk username cleanup across the database.</Note>

***

### Issue: "Data issue" error on app launch

**Symptoms:** Worker opens the Vworker app and sees a "data issue" error message.

**Cause:** The installed version of the app is outdated.

**Fix:**

1. Delete the current Vworker app from the device
2. Open the App Store (iPhone) or Google Play Store (Android)
3. Search for Vworker and install the latest version
4. Log in and confirm the error no longer appears

***

### Issue: "Fail to save note" error when completing a shift

**Symptoms:** Worker attempts to save a progress note and receives a "Fail to save note" error.

**Cause:** Text was copied and pasted from another app (for example, a notes or messaging app) that uses different character encoding. The special characters from the source app are incompatible with Vworker.

**Fix:**

1. Ask the worker to review the note text for any special characters (for example, curly quotes, em-dashes, or symbols)
2. Remove those characters and retype them manually rather than pasting
3. Save the note again and complete the shift

***

## Shift completion issues

### Issue: Worker unable to finish shift on the app

**Symptoms:** Worker attempts to complete a shift in Vworker but is blocked from finishing it.

**Cause:** The worker hasn't enabled GPS/location services on their device, and the provider has GPS requirements enabled for shift completion.

**Fix - ask the worker to enable location services:**

1. On iPhone: go to **Settings** → find the Vworker app → **Location** → set to **While Using** or **Always**
2. On Android: go to **Settings** → **Apps** → find the Vworker app → **Permissions** → **Location** → enable it
3. Return to the Vworker app and complete the shift

**Fix - update the GPS requirement in Visualcare (if location services aren't appropriate for this worker):**

1. Go to **Settings** → **Mobile App** → **Shift**
2. Locate the GPS requirement setting and update it as needed
3. Click **Save**

***

### Issue: Worker unable to complete shift due to travel note (Android)

**Symptoms:** Workers on Android are blocked from completing a shift because a travel note is required but the field isn't visible in the app.

**Cause:** The Mobile App settings have a conflict: the travel note field is required for shift completion but isn't visible in the app.

**Fix - show the travel note field so workers can fill it in:**

1. Go to **Settings** → **Mobile App** → **General**
2. Locate the **Travel Note** field setting and set it to visible
3. Click **Save**
4. Ask the worker to complete the shift and enter the travel note when prompted

**Fix - remove the travel note requirement:**

1. Go to **Settings** → **Mobile App** → **Shift**
2. Locate the travel note requirement and change it to **No**
3. Click **Save**

***

### Issue: Workers unable to complete shift without client signature despite setting being "not mandatory"

**Symptoms:** Workers are asked for a client signature before completing a shift, even though the global signature setting in **Settings** → **Mobile App** shows "No" or "Not mandatory".

**Cause:** The client profile has its own **Require signature** setting that overrides the global default. When this is set to anything other than "default", it takes precedence.

**Fix:**

1. Open the relevant **Client Profile**
2. Locate the **Require signature** field
3. Change the value to **Default**
4. Save the client profile
5. Ask the worker to attempt shift completion again

***

## Adding shifts

### Issue: Workers unable to add or edit shifts in the app

**Symptoms:** A worker cannot add or edit shifts in the Vworker app.

**Cause:** The mobile app settings or the worker type are not configured for shift creation.

**Fix:**

1. Go to **Settings** → **Mobile App**
2. Under the **vWorker** column, click **Home** to expand
3. Change the **Rostering** option to allow adding or editing shifts
4. Open the **Worker Profile** → **Finance** tab
5. In the **Worker Details** column, set **Worker Type** to **Contractor** or **Service Provider**
6. Click **Save**

The worker closes and reopens the app for the change to take effect. See [Enabling adhoc shifts](/timesheets/vworker-clocking-in-and-out#enabling-adhoc-shifts) for the full setup.

## Form issues

### Issue: Workers unable to view a form in the app

**Symptoms:** A worker opens Vworker and the expected form isn't visible, or they receive a "You cannot access the form" error.

**Cause:** The Form Template hasn't been configured to be visible to workers.

**Fix:**

1. Go to **Maintenance** → **Templates**
2. Locate the relevant form template
3. Click **Edit**
4. Enable the **Visible to Worker** checkbox
5. Click **Save**
6. Ask the worker to refresh the app and try again

***

### Issue: Incorrect form displaying for shift completion, shift start, or incidents

**Symptoms:** The wrong form appears when a worker completes a shift, starts a shift, or logs an incident in Vworker.

**Cause:** Either the wrong Form Template has been set as the Completion Form, Start Form, or Incident Form, or a division override on the client profile is pointing to a different form.

**Fix - update the form template:**

1. Go to **Maintenance** → **Templates**
2. Find the correct form for the relevant purpose
3. Click **Edit**
4. Enable the appropriate checkbox for the form type:
   * For shift completion forms: enable **Is Completion Form**
   * For shift start forms: enable **Is Start Form**
   * For incident forms: enable **Is Incident Form**
5. Click **Save**

**Fix - check for a division override on the client profile:**

1. Open the relevant **Client Profile**
2. Check whether the client is assigned to a division
3. If so, go to **Maintenance** → **Divisions** and open the division
4. Review the form configured for that division and update it if it's pointing to the wrong template
5. Alternatively, remove the client from the division in the Client Profile if a division override isn't appropriate for that client

***

## Messaging issues

### Issue: Messages not showing recent conversations

**Symptoms:** Worker opens the messages section in Vworker but recent conversations aren't visible or appear out of order.

**Cause:** The message list is sorted in the wrong order (oldest first instead of newest first).

**Fix:**

1. Open the Vworker app
2. Tap the menu icon (three horizontal lines) in the top-left corner
3. Open **Private Messages** or **Group Messages**
4. Tap the sort icon (up/down arrow) in the top-right corner to toggle the sort order
5. If the issue persists, close and reopen the app to refresh the message list

***

### Issue: Worker receiving notifications but unable to see messages

**Symptoms:** Worker gets push notifications for new messages but when they open the messages section in Vworker, no messages appear.

**Cause:** The message list is sorted oldest-first, so new messages are at the bottom rather than the top.

**Fix:**

1. Open the Vworker app
2. Go to **Private Messages**
3. Tap the arrow icon in the top-right corner to toggle the message order from oldest-first to newest-first

***

## Notification and location settings

### Issue: Worker not receiving shift notifications

**Symptoms:** Worker reports they aren't receiving push notifications for new shifts, shift changes, or messages.

**Cause:** Notification permissions for the Vworker app are disabled on the device, or a system feature (Focus mode on iPhone, battery optimisation on Android) is silencing them.

**Fix - iPhone:**

1. Go to the device **Settings**
2. Scroll down and tap the Vworker app
3. Tap **Notifications**
4. Ensure **Allow Notifications** is turned on
5. Check that no Focus modes (for example, Do Not Disturb or Sleep) are configured to silence Vworker notifications

**Fix - Android:**

1. Go to the device **Settings**
2. Tap **Apps** and find the Vworker app
3. Tap **Notifications** and ensure **Allow notifications** is enabled
4. Return to the app settings and check **Battery** or **Battery optimization**
5. Set Vworker to **Unrestricted** or **Don't optimise** so the system doesn't restrict background notifications

***

### Issue: Requiring location services on app sign-in

**Symptoms:** You want to require workers to have location services enabled before they sign in to the Vworker app, but the setting isn't currently active.

**Cause:** The **Require GPS permission** setting in Mobile App configuration is disabled.

**Fix:**

1. Go to **Settings** → **Mobile App** → **Shift**
2. Locate the **Require GPS permission** setting
3. Change it to **Yes**
4. Click **Save**

Workers are now prompted to enable location services when they sign in to the Vworker app.

***

## Running into issues?

If your issue isn't listed here, contact the Visualcare helpdesk at [support@visualcare.com.au](mailto:support@visualcare.com.au).

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