From time to time you may experience an error message of ‘‘the code you entered is not valid’’. Please refer to the below steps to help resolve this issue.

From time to time you may experience an error message of ‘‘the code you entered is not valid’’. Please refer to the below steps to help resolve this issue. 


If you are using an **Android Device** and the **Google Authenticator 2FA** app, please refer the below images 


1. Go to **Settings** on your phone
2. Select **General Management** 
3. Select **Date & Time**
4. Make sure **Automatic Date and Time** is enabled

Once you have made sure automatic date and time is enabled, please open your 2FA app and follow the below steps - 


1. On the top right hand side of your screen, click on the symbol outlined in red below 

 ![](https://brainfish-storage-prod.s3-accelerate.amazonaws.com/uploads/14190e08-d9cd-431a-b095-81a6df6b42f7/034a615c-fdb2-48cb-b9e6-4f76649ad9ff/image.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=ASIAUPPN5IL32NVSVQDW%2F20260414%2Fus-east-2%2Fs3%2Faws4_request&X-Amz-Date=20260414T154633Z&X-Amz-Expires=3000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjEMT%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FwEaCXVzLWVhc3QtMiJHMEUCIE80k4lOmqLmpTwx4vBG9O9SdHWIjMOXt0V1tNh8Qp6HAiEAh0rMg7S%2Bu%2BAOE%2BurTilwW3TrVWfP%2Bs3bXU33ByG5Q68q5gUIjf%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgwzMDgxMjU5NzUyODciDGGK95r%2Bg2DG3Yzfmiq6BWPn2qSeYTrWKLu6FgWpwgjYAIBz73VTXeQBLT6H4mo7lpNQMJ313cEEHniGllsqVTc3s4O4r%2BEVcwFxvPTZDm3R5%2FTpRH3hgrd0Pzf4YNk76yvJi8r4%2BLSzj4nf9g9OeQBTu%2FPsjWqfdPNGTbquj7X84G8W1xuSm1fZmW%2FjcM7SRG5gdXYCDv01nuJEtlAVFYr2GPdTd3nO1YIuySc5ZOZGo9FDIIVPm8r5zPX3ou9A7zdzEZ5j7lCHb%2BXlJCspERXZNw4JmgIo3zfST%2FBNd2BlNpTKuFV1pQ0p0YbjzRJtffOnY9%2FKjrTWsi9uw0d7X%2FGMwNWjGoyKXrXgG6VSjPer7UVQvD%2B3S0LhSi3wlAM17hxsp7Y78l2UOhIrnTA63Eu67CNkbt3Jrd7N8yXPHeYaSO2sNgtw6WWeM2qvnO5xhZu%2Fi7%2FkI3CI2e2qSgFgS5w482M69orwIP81WJjbiuSsN6%2FxGfWGwksvmPsuAbr8JBHLlJQ0LBrFoP%2BZj2nqoMeV2jgkgkKtGx9AG0433Jpv5Y8EbHYmXZcL04FtWA3TDeohxcoGEc5dSGlaUmYCoBMtVkNnpRxrV8ECFmfabykPRk8wibPKqqCrtUnPduTitH5glRqBEQEp0AppIbjrPc%2BX2DwczQ8cthohygcgnDuoEzc9NHN%2FfPIENoJkDdmwzC3FVEFA4kxY8cIIxvtSTJNOKJRD4nTFTSS26Qrm9rJJyLerfadnM%2BbwPpViy3StmniDZt5crnaD62SYoL6cUR%2FNGhmd%2FkxKdLBmtXu0KJtS4y%2BfOh3KP1XwDWnXB9RVQNqVHWuiWOQuCzsLCZO4mkjiuow9auQtbtpqCmcI5AlKj15ws4QVYH%2FBVOpMpRRCotxHuQX%2FJEPamv0J0im5Si8HyfSvHnSGlSx1xTRTN7Mjj2%2Fy9HNSQB0eML3P%2BM4GOpABa%2FqevQ7V0caqVHKGXI1PueK6U%2F%2B71bcZ41W7jJn%2B0dcTOdEjEoFkKLDfJ5IDjlnIsZbANgFynsuFwR9FFzrsUWlE7ZYv8Mmx%2BKXXUbOREHKbrQV601EOS5vfDyezvNmR5kWOtO4mXpc%2F%2Bffe%2FPszgCdbvBStwZ7V%2FVm0aKhhXXGSEaAmgoi0k7ezvqrsbGEm&X-Amz-Signature=d9fab6d941d328f9827ea1725a4c4146ec232eb946d6ba330cab4eae2ca34b78&X-Amz-SignedHeaders=host&response-content-disposition=attachment)


2. Click on **Settings** 
3. Click on **Time correction for codes**
4. Click on **Sync now**

 ![](https://brainfish-storage-prod.s3-accelerate.amazonaws.com/uploads/14190e08-d9cd-431a-b095-81a6df6b42f7/1b6605d4-1d45-41e3-b966-77b2d13d8193/image.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=ASIAUPPN5IL32NVSVQDW%2F20260414%2Fus-east-2%2Fs3%2Faws4_request&X-Amz-Date=20260414T154633Z&X-Amz-Expires=3000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjEMT%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FwEaCXVzLWVhc3QtMiJHMEUCIE80k4lOmqLmpTwx4vBG9O9SdHWIjMOXt0V1tNh8Qp6HAiEAh0rMg7S%2Bu%2BAOE%2BurTilwW3TrVWfP%2Bs3bXU33ByG5Q68q5gUIjf%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgwzMDgxMjU5NzUyODciDGGK95r%2Bg2DG3Yzfmiq6BWPn2qSeYTrWKLu6FgWpwgjYAIBz73VTXeQBLT6H4mo7lpNQMJ313cEEHniGllsqVTc3s4O4r%2BEVcwFxvPTZDm3R5%2FTpRH3hgrd0Pzf4YNk76yvJi8r4%2BLSzj4nf9g9OeQBTu%2FPsjWqfdPNGTbquj7X84G8W1xuSm1fZmW%2FjcM7SRG5gdXYCDv01nuJEtlAVFYr2GPdTd3nO1YIuySc5ZOZGo9FDIIVPm8r5zPX3ou9A7zdzEZ5j7lCHb%2BXlJCspERXZNw4JmgIo3zfST%2FBNd2BlNpTKuFV1pQ0p0YbjzRJtffOnY9%2FKjrTWsi9uw0d7X%2FGMwNWjGoyKXrXgG6VSjPer7UVQvD%2B3S0LhSi3wlAM17hxsp7Y78l2UOhIrnTA63Eu67CNkbt3Jrd7N8yXPHeYaSO2sNgtw6WWeM2qvnO5xhZu%2Fi7%2FkI3CI2e2qSgFgS5w482M69orwIP81WJjbiuSsN6%2FxGfWGwksvmPsuAbr8JBHLlJQ0LBrFoP%2BZj2nqoMeV2jgkgkKtGx9AG0433Jpv5Y8EbHYmXZcL04FtWA3TDeohxcoGEc5dSGlaUmYCoBMtVkNnpRxrV8ECFmfabykPRk8wibPKqqCrtUnPduTitH5glRqBEQEp0AppIbjrPc%2BX2DwczQ8cthohygcgnDuoEzc9NHN%2FfPIENoJkDdmwzC3FVEFA4kxY8cIIxvtSTJNOKJRD4nTFTSS26Qrm9rJJyLerfadnM%2BbwPpViy3StmniDZt5crnaD62SYoL6cUR%2FNGhmd%2FkxKdLBmtXu0KJtS4y%2BfOh3KP1XwDWnXB9RVQNqVHWuiWOQuCzsLCZO4mkjiuow9auQtbtpqCmcI5AlKj15ws4QVYH%2FBVOpMpRRCotxHuQX%2FJEPamv0J0im5Si8HyfSvHnSGlSx1xTRTN7Mjj2%2Fy9HNSQB0eML3P%2BM4GOpABa%2FqevQ7V0caqVHKGXI1PueK6U%2F%2B71bcZ41W7jJn%2B0dcTOdEjEoFkKLDfJ5IDjlnIsZbANgFynsuFwR9FFzrsUWlE7ZYv8Mmx%2BKXXUbOREHKbrQV601EOS5vfDyezvNmR5kWOtO4mXpc%2F%2Bffe%2FPszgCdbvBStwZ7V%2FVm0aKhhXXGSEaAmgoi0k7ezvqrsbGEm&X-Amz-Signature=3d442f224dc6d7836e93c9d8814ee8008d287987893bdee85b91d6b0befa9d60&X-Amz-SignedHeaders=host&response-content-disposition=attachment " =832x249")

You can now re-attempt to login to the TRIPS Web platform 


If you are using an **Apple Device** and have the **Google Authenticator App**, please follow the below steps - 


1. Go to your phone **Settings** 
2. Click on **General**
3. Click on **Date & Time**
4. Make sure that **Set Automatically** is toggled on (if it is toggled on; toggle off > wait 10 seconds > toggle back on)

 ![](https://brainfish-storage-prod.s3-accelerate.amazonaws.com/uploads/14190e08-d9cd-431a-b095-81a6df6b42f7/8cf15c92-8107-457e-8130-b730eaa25c0f/image.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=ASIAUPPN5IL32NVSVQDW%2F20260414%2Fus-east-2%2Fs3%2Faws4_request&X-Amz-Date=20260414T154633Z&X-Amz-Expires=3000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjEMT%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FwEaCXVzLWVhc3QtMiJHMEUCIE80k4lOmqLmpTwx4vBG9O9SdHWIjMOXt0V1tNh8Qp6HAiEAh0rMg7S%2Bu%2BAOE%2BurTilwW3TrVWfP%2Bs3bXU33ByG5Q68q5gUIjf%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgwzMDgxMjU5NzUyODciDGGK95r%2Bg2DG3Yzfmiq6BWPn2qSeYTrWKLu6FgWpwgjYAIBz73VTXeQBLT6H4mo7lpNQMJ313cEEHniGllsqVTc3s4O4r%2BEVcwFxvPTZDm3R5%2FTpRH3hgrd0Pzf4YNk76yvJi8r4%2BLSzj4nf9g9OeQBTu%2FPsjWqfdPNGTbquj7X84G8W1xuSm1fZmW%2FjcM7SRG5gdXYCDv01nuJEtlAVFYr2GPdTd3nO1YIuySc5ZOZGo9FDIIVPm8r5zPX3ou9A7zdzEZ5j7lCHb%2BXlJCspERXZNw4JmgIo3zfST%2FBNd2BlNpTKuFV1pQ0p0YbjzRJtffOnY9%2FKjrTWsi9uw0d7X%2FGMwNWjGoyKXrXgG6VSjPer7UVQvD%2B3S0LhSi3wlAM17hxsp7Y78l2UOhIrnTA63Eu67CNkbt3Jrd7N8yXPHeYaSO2sNgtw6WWeM2qvnO5xhZu%2Fi7%2FkI3CI2e2qSgFgS5w482M69orwIP81WJjbiuSsN6%2FxGfWGwksvmPsuAbr8JBHLlJQ0LBrFoP%2BZj2nqoMeV2jgkgkKtGx9AG0433Jpv5Y8EbHYmXZcL04FtWA3TDeohxcoGEc5dSGlaUmYCoBMtVkNnpRxrV8ECFmfabykPRk8wibPKqqCrtUnPduTitH5glRqBEQEp0AppIbjrPc%2BX2DwczQ8cthohygcgnDuoEzc9NHN%2FfPIENoJkDdmwzC3FVEFA4kxY8cIIxvtSTJNOKJRD4nTFTSS26Qrm9rJJyLerfadnM%2BbwPpViy3StmniDZt5crnaD62SYoL6cUR%2FNGhmd%2FkxKdLBmtXu0KJtS4y%2BfOh3KP1XwDWnXB9RVQNqVHWuiWOQuCzsLCZO4mkjiuow9auQtbtpqCmcI5AlKj15ws4QVYH%2FBVOpMpRRCotxHuQX%2FJEPamv0J0im5Si8HyfSvHnSGlSx1xTRTN7Mjj2%2Fy9HNSQB0eML3P%2BM4GOpABa%2FqevQ7V0caqVHKGXI1PueK6U%2F%2B71bcZ41W7jJn%2B0dcTOdEjEoFkKLDfJ5IDjlnIsZbANgFynsuFwR9FFzrsUWlE7ZYv8Mmx%2BKXXUbOREHKbrQV601EOS5vfDyezvNmR5kWOtO4mXpc%2F%2Bffe%2FPszgCdbvBStwZ7V%2FVm0aKhhXXGSEaAmgoi0k7ezvqrsbGEm&X-Amz-Signature=1310ad6a65932fd9c4c888540b20d7771701fb168d9593b66b76832117f0d226&X-Amz-SignedHeaders=host&response-content-disposition=attachment " =832x488")

You can now re-attempt to login to the TRIPS Web platform 


If you continue to experience issues, please contact our Customer Care team. 

TRIPS Web - 2FA Login Issues

TRIPS Web - Auto Allocations Guide

TRIPS Web - Organisation Settings - Team Members, Roles & Permissions

TRIPS Web - Organisation Settings - Funding Types and Payers

TRIPS Web - How to Contact the Customer Care Team

TRIPS Web - How to Manage User Account Settings

TRIPS Web - How to Create a New Client 

TRIPS Web - Management and Features of the Client Page

TRIPS Web - Client's Notification Preferences

TRIPS Web - How to Create a Booking

TRIPS Web - How to Delete Bookings

TRIPS Web - How to Create a Group Booking 

TRIPS Web – How to Update a Client's Address and Future bookings

TRIPS Web - How to Complete Verification 

TRIPS Web - How to Create a Driver 

TRIPS Web – How to Deactivate a Driver  

TRIPS Web - Management and Features of the Driver Page

TRIPS Web - Driver Rostering Availability / Unavailability

TRIPS Web - Driver's Currently Logged On

TRIPS Web – How to Create a Vehicle 

TRIPS Web - How to setup a Vehicle Configuration

TRIPS Web – How to Allocate a Driver to a Vehicle Run / Container

TRIPS Web - How to Create a Vehicle Run / Container

TRIPS Web - Editing and Deleting Vehicle Runs / Containers

TRIPS Web - Optimiser Console (Auto Allocation Solution Detail Page)

TRIPS Web - How to use the Copy Forward Feature

TRIPS Web – How to Create/Edit/Delete a Location 

TRIPS Web - Accessing the TRIPS Driver + App

TRIPS Web - Driver's App Guide

TRIPS Web - Driver App Pre & Post Departure Inspection Checklists

TRIPS Web - Organisation Settings - How to set up SSO & SSO Only Invites

TRIPS Web - Organisation Settings - Service Agreements

TRIPS Web - Organisation Settings - How to Create Billing Rules

TRIPS Web - Organisation Settings - How to Create a Booking Tag

TRIPS Web - Organisation Settings - Booking Service Types

TRIPS Web - Organisation Settings - Booking Reminder Notification

TRIPS Web - Organisation Settings - Cancellation Reasons

TRIPS Web - Organisation Settings - Vehicle Type Setting

TRIPS Web - Organisation Settings - Booking Settings

TRIPS Web - Services - How to complete your DEX Reporting

TRIPS Web - Services - TfNSW Reporting (ODIN)

TRIPS Web - Services - How to complete HACC Reporting

TRIPS Web - Services - How to Use the Custom Report Builder

TRIPS Web How To Guides

TRIPS Web - Navigating Login Hurdles

TRIPS Web - A Guide to Resolving Driver App Login Issues

TRIPS Web - Content missing from the application

TRIPS Web - Application not behaving as expected

TRIPS Web - Bookings missing from Run-List

3G Network Shutdown

TRIPS Web Troubleshooting Guides

TRIPS Web - Self Help Content

User Guide: Client App - Participant & Family Guide

User Guide: Client App - Provider Guide

Client App

What is my app PIN?

User Guide: Worker App Guide for Workers

Case Notes within the App

How to Clear App Cache & Data for Android?

User Guide: Worker App Guide for Admins

Why can I not see Participant documents on the Worker App?

Worker App

CareMaster Mobile Apps

CareMaster Data Export

How to Request CareMaster Training

How to send emails from a different email address?

How to request a CareMaster Software Update?

Understanding CareMaster Licences

How to Clear Google Chrome Browser Cache?

Feature Request Form Update

General

Actions for CareMaster Aged-Care Providers Transitioning from Home Care Packages (HCP) to Support at Home (SaH)

Step 1: NDIS Service Import

Step 2: CareMaster Configuration & Rostering

Xero Integration, Payroll & Invoicing

MYOB Integration, Payroll & Invoicing

KeyPay Integration, Payroll

Reckon Integration, Payroll & Invoicing

Step 3: Financial Integration

Step 4: NDIS Export Process (Registered NDIS Providers)

Advanced Rostering - SIL Houses (Optional)

Coordination of Support (Optional)

Guided Onboarding

Passwords reset and activation emails

Error - Support start time must be before end time

Updating a shift to overnight/active overnight

Why am I missing timesheets?

Why am I getting kicked out of CareMaster desktop?

Why are kilometers missing from a timesheet?

How to stop a service showing on the roster or being included in roster emailed to the participant.

Why does the support on the Worker app not allow me to add kilometers?

CSRF token mismatch

How to Contact the Customer Care Team for Support

Top Troubleshooting FAQ's

Company Message Centre

How to submit a feature request

Home Page

Logging In

How To Reset A Password?

Home

How to hide certain alerts?

Alerts User Guide

Alerts

User Guide: Bulk Assigning and Unassigning of Participants and Workers

How to check over reported DEX data? 

How to create a new client record from a My Aged Care client record snapshot?

What is the CHSP reporting process?

CHSP service List and Mandatory Reporting Required from 1 July 2025

CHSP Participant Guides

How to create new Agencies

NDIS Splitting Participant funding into different Budgets

User Guide: Recording Medication Usage for Participants

How to change what shows on the Participant List page?

Participant/Client Leave Requests

How to Send SMS/Email Reminders to Clients?

The Participant Profile User Guide

How to Manage Participant Funding Limits

Service Agreements

How to email a HCP statement to a client?

Adding HCP Km's to a Support and a HCP Statement

How to generate a HCP statement for a client?

How to regenerate a HCP statement after adjustments?

How to add an adjustment to a generated HCP statement?

Understanding your HCP Statement

HCP Subsidy Increase 01.10.2025

How can I add HCP leave for a client?

User Guide: HCP Funded Participants Setup Guide

HCP Participant Guides

How to create a new participant or client

How to use case notes

Participants

Service Organisation Roster view

How to Email Rosters to Participant?

How to Email Rosters to Workers?

Unassigned Supports - Coordinators and Vehicles rosters views

How to customise the Roster view

Roster Page User Guide

Using The Roster Optimiser - Single Support

Using The Roster Optimiser - Bulk Optimise

Participant Data Setup

Locations & Destinations

Worker Data Setup

Checklist

Roster Optimiser

How to resolve email authentication errors when emailing?

Roster

Changes to Worker's Emails and Password Reset

How to Create Worker Timesheets

What access does each user level have?

Working With Children Checks

How to Send SMS/Email Notifications to Workers?

How to deactivate user accounts 

User Guide: Staff/Volunteers

How do I add a new Worker?

How to change what shows on the Staff/Volunteers List page?

How to exit workers in CareMaster

Staff/Volunteers

How do I Cancel a Support/Shift

How to create Service Organisations

How do I bill for NDIS transport?

How To Limit Support Services to Approved Services Only

Creating Supports for a different Time Zone

How to restore a deleted support?

How to create Provider Travel supports to invoice participants and generate worker timesheets.

Creating and editing a Recurring Booking

How to Use the Manage Button to Change Supports?

How to Claim / Invoice Cancelled Services?

Grouped Supports

How to use 'Quick Save' on the Supports Page

Creating Therapy Supports with 50% Travel change.

Supports Menu User Guide

User Guide: How to create supports

User Guide: Provider Travel and Transport - Rostering Scenario Guide

User Guide: Supported Independent Living (SIL) Setup, Rostering and Claiming process

User Guide: Short Term Accommodation (STA) Setup, Rostering and Claiming process

TRIPS Web - 2FA Login Issues

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TRIPS Web - 2FA Login Issues

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