Please note: The following feature is available as part of Birdie’s Starter, Core, Advanced and Plus packages (Also known as Care Management, Rostering & Finance, Premium, Entry and Essentials). Please get in touch if interested in more information on this feature!
Before you can run payroll or send invoices, you need to confirm that visits actually happened as planned. This reconciliation step ensures you are paying carers for the right hours and billing clients accurately.
You will do this in one central place that automatically feeds into both your Generate Pay Runs and Generate Invoices pages – saving you hours every week and eliminating costly errors from juggling multiple systems.
Read the step-by-step guide here to understand how the confirmation process works.
However, sometimes during the confirmation process, you may come across visits that will not be confirmed successfully. This is typically due to the following reasons that can be fixed on your end.
You have not assigned funding to a visit
There is no carer assigned to the visit
The visit has not been completed (there is no check-in or check-out time recorded)
What does a successful confirmation look like?
Whenever you confirm a visit, you will get a pop-up. This provides key information about what will happen to those visits when you click Confirm.
In order for the visit to be successfully charged and paid for, you should see two green ticks.
Now we will look at what to do if you do not see two green ticks.
Visits will be discarded from Invoicing
If you try and confirm a visit and you see the below pop-up warning you that there will be visits discarded from invoicing.
This is because visits that show N/A in their paid/invoiced time columns cannot be successfully paid or charged for and will be discarded from payroll/invoicing.
Please note: If you confirm a visit(s) showing this pop-up, the visits will not be added to invoicing and will go to the Discarded from Invoicing tab on this page.
How to fix this
Add funding information to this visit
Click the notepad icon on the visit
Select Edit timings
You can add the funding directly to this pop-up or you will be prompted to create funding if you have not.
If this visit is part of an ongoing visit schedule, it is recommended to go to the client's visit schedule and apply the funding there to stop this from happening in the future.
For a step-by-step guide on how to add funding to a visit schedule, read this article - How to add funding information to a visit or this article if you are on upgraded rostering.
What to do if you are still unable to add funding
If you go to add funding information to a visit schedule and find you are still unable to do this, this is because you have not set up funding for this client. If you want to charge for a visit, then this must be created.
For a step-by-step guide on how to add funding to a client, read this article- How to View & Add Client Funding or this article if you are on upgraded rostering.
Visits will be discarded from Payroll
If you try and confirm a visit and you see the below pop-up where there is one or more errors, this is because:
There are no carers assigned to the visit
The visit has not been completed
Birdie defines a visit that has not been completed as one where we do not have a record of your carer checking in or out on the mobile app, and therefore, there are no actual times recorded.
Please note: If you confirm a visit(s) showing this pop-up, the visits will not be added to the payroll and will be in the Discarded from Payroll tab on this page.
How to fix this
There are no carers assigned to the visit - If there is no carer assigned, you will not be able to assign one. Because of this, paid timings are not editable. You are, however, still able to invoice for this visit.
The visit has not been completed- If there is a carer assigned, but there are no Actual times recorded, you can edit this.
Click the notepad icon
Select Edit Timings
On the pop-up, edit the Paid Timings section
Click Save when you are done
After updating, you can use the Use as charged option in the reconciliation section to ensure invoiced time populates correctly before saving.
Reasons why a visit may not have been completed:
1. Carer didn't check in/out properly on the mobile app
The carer may have forgotten to check in or check out during their visit
Birdie defines a visit as "completed" only when we have a record of the carer checking in AND out on the mobile app
Without both check-in and check-out times, no Actual times are recorded
2. Carer completed an "unscheduled" visit instead of the scheduled one
If carers tap "Start unscheduled visit" instead of selecting their rostered/scheduled visit from the app
Unscheduled visits do not automatically match up with planned visits, so the original scheduled visit remains showing as incomplete
3. Technical issues with the app
Network connectivity problems during check-in/check-out
App crashes or force-closes during the visit process
Device-specific issues are preventing proper completion
It is important that your carer complete a visit. If you are seeing repeated incomplete visits, please encourage them to watch the video on this article - How to complete a visit on the Birdie app.
Visits will be discarded from Invoicing & Payroll
If you try and confirm a visit and you see the below pop-up where there is one or more errors, this is because of the above scenarios, which are
You have not assigned funding to a visit
There is no carer assigned to the visit
The visit has not been completed (there is no check-in or check-out time recorded)
Follow the above How to fix this section to solve this issue.
Please note: If you confirm a visit(s) showing this pop-up, they will not be added to invoicing or payroll and will be in the Discarded from Payroll and the Discarded from Invoicing tab on this page.
What happens if I do not want to pay or charge for a specific visit?
In the event you do not want to charge or pay for a visit, in the Edit paid timings modal:
Untick the Edit Charged timings
Untick the Edit Paid timings
Click Save
Please note: If there is no record of a visit happening, the Birdie platform does not automatically pay or charge for the visit. To pay or charge in this instance, you will need to override this manually.
You may find that cancelled visits have populated the Confirm Visits tab. This is because you have the option to pay and/or charge for them. If you do not want to pay or charge, make sure to select this when cancelling the visit. Alternatively, you can follow the steps above to make sure this is not paid for or charged for.
How to restore visits from Payroll / Invoice back to the Confirm Visits tab
If you have a payslip or an invoice that does not look right, you can restore this back to the Confirm visits tab. You can do this by going to the Generate Pay Runs page and clicking on the carer's timesheet.
When you move this visit from Generate Pay Runs and/or Generate Invoices back to Confirm visits, you will be able to make changes and confirm it again.
Find the carer's payslip
Select the visit you would like to restore
Click the three dots and select Restore to confirmation.
You can do this similarly from within the Generate Invoices page.
First, filter to the time period that the visit you need to discard is in.
Find the visit
Click the three dots, and select Restore to confirmation.
Step-by-step guide
You may find the below visit confirmation flowchart helpful. Click to download a PDF!
