Clients and service users are assigned scheduled visit times, known as planned visit times. When a carer attends the visit, they record a tag in and tag out time, known as the actual visit times. If the actual visit times do not link to the planned visit, this is referred to as an unmatched visit.
Unmatched visits can occur for several reasons, including poor network signal, multiple check-ins/check-outs by the carer, or when the actual visit times fall outside your configured matching rules.
In some cases, unmatched visits can be re-matched; however, this can only be carried out by the support team.
If you have unmatched visits, please raise a new online support case and provide the following details:
Planned visit date.
The actual visit times.
The client or service user the visit times should be linked to.
šNote: If the actual visit times appear greyed out within the visit screen, this is usually because the client tag is linked to an inactive record. You can resolve this by running the Unknown Client Wizard.