Module FAQ

Accounting

100

Help! Why can't I select a contact as a billing contact?

Make sure the contact has a Phone Number (main)

200

I created a new bill code with a rate of $18 but it is showing up as 0 on my invoices, please help!

Make sure the effective date of the bill code is far enough in the past to capture the dates of the items being billed.

300

The name of the client on my invoice is incorrect. Fix this now.

Check to see if the 'Company' field of the client's demographics is filled out. This will replace the name of the client on the invoice!

Clinical/Mobile

100

I created a new role but now users can't add care plans for clients. Help me please :)

The ACL 'View Facilities' needs to be enabled for the role, regardless of whether they need to see facilities or not.

200

I keep receiving a failure when trying to print a care plan for one of my clients, why?

Make sure that the client's date of birth is valid (after 1900!).

300

ALL MY FIELD USERS CAN NO LONGER LOG INTO MOBILE APP, THEY RECEIVE A 500 TIMEOUT ERROR. PLEASE HELP US!!!

Make sure that the System Setting for Session Duration is not equal to 0 (especially if there is only 1 tenant reporting the issue!)

Scheduling

100

Hello :) I'm trying to create a recurrence starting in the past to document some old visits, but it only creates visits from today onwards. Can I get this done?

This is expected behaviour, creating a recurrence will only create future visits. Any past visits need to be added manually.

200

I'm trying to delete a visit but I keep getting an error, even as a system admin! Please help me delete this visit.

Confirm whether there was a form submitted for the visit. Visits cannot be deleted once a form has been submitted against them.

300

The app won't let me assign a specific employee to a facility visit. I need this resolved ASAP.

Make sure that the client, facility and employee all share at least 1 group.

Grab Bag

100

Hi! All of a sudden we cannot adjust the approval of a specific visit from the 'Time Approval' tab, did you guys change something?

Check if Visit Verification has been enabled for the tenant. This is expected behaviour in VV.

200

We just started using Electronic Billing and our coordinators cannot select Electronic Billing as a funder methodology when creating a service. Why??

The ACL Accounting>'View Payor Program' needs to be enabled.

300

I'm trying to add a LHIN supply to a service but it's not appearing, why do you not have it available for us to use????

The LHIN supply catalog is managed by the LHIN and not AlayaCare. It refreshes every 6 hours in AlayaCare if any updates were made on the LHIN side. If an item is missing, the client would need to reach out to the LHIN to have it added.