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Working offline and your settings
What works offline, what needs a connection, and how to check drafts, unsaved changes and travel diagnostics.
Last updated · 9 November 2026
A loss of signal does not have to stop the shift you already have open. The app keeps a local copy of your loaded work and sends supported changes when the connection returns. A change waiting on your phone is still pending until the office has received it.
What works offline
| Action | What to expect |
|---|---|
| View already-loaded shifts | The saved roster and shift details remain available. Reconnect to receive new shifts or office changes. |
| Accept or decline, clock in or out, record breaks or sleepover active support | The action can wait on your phone and sync later. The usual shift and permission checks still apply. |
| Start or end travel, record group pickups and attendance | The recorded action can queue. Check the pending status before repeating it. |
| Complete tasks and write a progress-note draft | Changes are saved locally and sent when possible. |
| Prepare and submit availability | Your draft stays on the phone. An offline submission waits to be sent; it is not yet approved. |
| Report an incident without photos | The report can queue. Check that it has been sent when you reconnect. |
| Add or remove photos, review and finally submit a shift, change kilometres | A connection is required. Keep your draft and return when you are online. |
| Sign in or activate a different phone | A connection is required. Sign in before heading into an area with poor reception. |
An Offline indicator shows when you have lost the connection, and queued changes carry a count. The app retries when you reconnect or bring it back to the foreground. Give it time to send before signing out or moving to another phone.
A clock-in recorded offline is checked when it reaches the office, using the time and location captured when you acted. It can be rejected if it was outside the allowed window or location. See Clock in and out.
Pending is different from submitted
A pending action has been kept on your phone. It has not necessarily reached the office. Reopen the shift after reconnecting and check its status, particularly before treating a note, incident or availability submission as received.
If a change could not be saved
If the office has changed or finalised the record while you were offline, a queued action may no longer be allowed. A change couldn’t be saved explains which action was rejected and why. Network trouble alone is retried automatically.
Open Settings > Save errors to review rejected actions. A rejected progress note keeps its text there for recovery. Reopen the current record, check it with your coordinator if needed, and dismiss the saved entry only once you have dealt with it. Dismissing it does not apply the rejected change.
Save errors is temporary recovery, not a permanent archive. Rejected entries expire after seven days, and the ordinary list keeps the newest 50 entries. Copy any note or incident wording you still need before the entry expires or you dismiss it. Resolve the current record with your coordinator promptly.
Find the setting you need
| Setting | What it does |
|---|---|
| Switch provider | Appears only if you have access to more than one provider. Choose the workspace you are working in. |
| Availability | Enter future hours, request leave and respond to office changes. See Your availability. |
| Compliance | Read the credentials and module-completion status the office holds for you. See Your compliance. |
| Appearance | Choose System, Light or Dark. |
| Reminders | Control the on-device nudges for upcoming shifts, missed clock actions, notes and stalled travel. |
| Device permissions | Check the permissions needed to run your shifts and open the phone’s settings. |
| Two-factor authentication | Read your current security status when this applies to your account. |
| Save errors | Review actions that could not be applied after syncing. |
| Emails | Choose product news, NDIS and award updates, and tips emails. Service notices always arrive. |
| Export travel diagnostics | Under Help & support, save a troubleshooting file for travel recording. |
| Clear cache | Reload saved app data while staying signed in. Read the confirmation before continuing. |
| Sign out | End this phone’s session. Protected unsent work can be recovered by the same account on this phone. |
Your personal profile details are read-only in the worker app. Contact the office to update them. Availability has its own editable workflow.
Travel diagnostics
Under Settings > Help & support, select Export travel diagnostics if you need a record to help investigate a travel-recording problem. Choose a trip from the latest 20 trips kept on that phone, then save or share that trip’s file. It includes recording times, trip references and device information. It does not include street addresses or GPS coordinates.
The diagnostic history is cleared at sign-out. Save the file first if you need it for a support conversation. See Breaks and travel for normal travel controls.
Signing out or changing phones
Unsent work stays protected on the phone where it was created. Sign back in with the same account on the same phone to recover it. Signing in on a different phone does not move those drafts and queued actions across. After recovering on the original phone, inspect Settings > Save errors for retained note and manual-travel drafts and reconcile them with the current shift. An old GPS recording does not silently restart.
One phone is active for your account at a time. Read Changing phones and recovering work before switching devices.
Why support codes or completed hours may look different
Your provider controls Show support details on mobile and Allow workers to choose support. Both are off by default. Support names and codes can therefore be hidden. Choosing a different support also needs support details enabled and an eligible shift; a visible list can be read-only. Ask the office if the expected support selector is missing.
Show actual completed hours on mobile is on by default. Completed hours then exclude recorded breaks. Turning it off displays scheduled hours instead. This changes the hours shown on the phone, not the recorded evidence, billing decision or pay calculation.