This issue can occur when a care worker has two accounts — one active and one inactive. The inactive account may still be linked to CM Mobile, causing planned visits to be directed to that account instead of the active one.
To resolve this, remove CM Mobile from both accounts and reconfigure it on the active account. This removes the link to the inactive account and ensures planned visits display correctly.
Log in to CM New World.
Click User Manager and search for the care worker's account.
Scroll down to Assigned Applications and click Edit next to CM Mobile.
On the Assign Roles page, click Next.
On the Configure Views page, unassign the existing link to the care worker. Clear the search box and search again for the care worker's name.
Click Assign next to the care worker's name in the search results, then click Next.
On the Summary page, click Complete, then click Save User.