CareMaster
Top Troubleshooting FAQ's
How to Contact the Customer Care Team for Support
Updating a shift to overnight/active overnight
How to stop a service showing on the roster or being included in roster emailed to the participant.
Passwords reset and activation emails
Why am I getting kicked out of CareMaster desktop?
Why does the support on the Worker app not allow me to add kilometers?
Why am I missing timesheets?
Why are kilometers missing from a timesheet?
Error - Support start time must be before end time
CSRF token mismatch
Home
Home Page
Logging In
How To Reset A Password?
Company Message Centre
Alerts
How to hide certain alerts?
Alerts User Guide
Participants
How to Manage Participant Funding Limits
Service Agreements
HCP Participant Guides
User Guide: HCP Funded Participants Setup Guide
How to generate a HCP statement for a client?
How to regenerate a HCP statement after adjustments?
How to email a HCP statement to a client?
How to add an adjustment to a generated HCP statement?
How can I add HCP leave for a client?
Understanding your HCP Statement
Adding HCP Km's to a Support and a HCP Statement
HCP Subsidy Increase 01.10.2025
How to create a new participant or client
How to use case notes
How to change what shows on the Participant List page?
User Guide: Bulk Assigning and Unassigning of Participants and Workers
User Guide: Recording Medication Usage for Participants
How to Send SMS/Email Reminders to Clients?
CHSP Participant Guides
How to create a new client record from a My Aged Care client record snapshot?
How to check over reported DEX data?
What is the CHSP reporting process?
CHSP service List and Mandatory Reporting Required from 1 July 2025
How to create new Agencies
Participant/Client Leave Requests
NDIS Splitting Participant funding into different Budgets
Roster
Roster Page User Guide
Roster Optimiser
Locations & Destinations
Worker Data Setup
Checklist
Using The Roster Optimiser - Bulk Optimise
Participant Data Setup
Using The Roster Optimiser - Single Support
Roster Optimiser Readiness Report
How to resolve email authentication errors when emailing?
How to Email Rosters to Workers?
How to Email Rosters to Participant?
How to customise the Roster view
Unassigned Supports - Coordinators and Vehicles rosters views
Service Organisation Roster view
Staff/Volunteers
User Guide: Staff/Volunteers
How to deactivate user accounts
How do I add a new Worker?
How to change what shows on the Staff/Volunteers List page?
How to exit workers in CareMaster
What access does each user level have?
Working With Children Checks
How to Create Worker Timesheets
Changes to Worker's Emails and Password Reset
How to Send SMS/Email Notifications to Workers?
Supports
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
Transaction List Export
How to advertise / broadcast available shifts to workers?
NDIS Non Face to Face Supports
Support Display - App Data Tab
Managing and Verifying Supports in CareMaster
How do I bill for NDIS transport?
How to Claim / Invoice Cancelled Services?
How To Limit Support Services to Approved Services Only
How to Use the Manage Button to Change Supports?
Grouped Supports
How to restore a deleted support?
How to use 'Quick Save' on the Supports Page
How to create Provider Travel supports to invoice participants and generate worker timesheets.
Creating and editing a Recurring Booking
How to create Service Organisations
Creating Therapy Supports with 50% Travel change.
Creating Supports for a different Time Zone
Support At Home (Aged Care)
Support At Home - Implementation Updates - Live
Support at Home – Release Update 30th October
Participant Statements to be ready by end of February
Support at Home Budget Balance Improvements: What’s Changed and Why (July 2026)
Actions for CareMaster Aged-Care Providers Transitioning from Home Care Packages (HCP) to Support at Home (SaH)
Connect to PRODA and Register / Activate your Device
Syncing Services and Service Organisations
Creating additional Service Organisations & Services for SaH
Sync your Participants
Review the Participants Budget Dashboard
Understanding Programs, Budget Items & Funding Sources
Bulk Exporting for Services Australia for Invoicing & Claiming
Payment Statement Upload / Reconciliation
Upload the Claims file back into CareMaster
SAH Participant Statements
Invoicing for Xero, MYOB & Export Reports
Re-Activate your Device - Expires every 6 months
Create SaH Supports including Wraparounds & Transport
Vehicles
Vehicles User Guide
Properties
Properties User Guide
Reporting
Participant Reports
What do the Participant reports show?
Worker Reports
What do the Staff/Volunteer reports show?
How do I change the fields on the worker list report?
Worker Summary Hours Report
Admin Reports
Custom Reports for Participants and Staff/Volunteers
What do the supports reports show?
Dashboard Reports - Where do the target figures come from?
Reporting User Guide
What do the account reports show?
What do the voucher reports show?
What do the property reports show?
Worker Run Sheet Report
Documents
User Guide: Documents
Custom Incident Forms
Incidents
User Guide to Printing Incidents
Incidents User Guide
CareMaster News
News Items
Voucher
Voucher User Guide
Settings
Settings Overview User Guide
What do the System Settings mean?
What do the worker app settings mean?
What do the client app settings mean?
How to hide unpublished rosters using Confirmed status
User Guide: How to Automatically provide workers access to clients for scheduled supports
Administration
What do the Access Permission roles mean?
Award Updates - SCHADS and Child Services
Child Services Award increase 01.03.2026
Aged Care and Child Services Award Rate Increase 01.01.2025
Aged Care Award Rate Increase 01.10.2025
SCHADS Award Rate Increase 01.07.2025
Editing Company Details
Integrations
DEX Integration
User Guide: CareMaster DEX Integration and Service Export Guide
How to check over reported DEX data?
How to Prepare for DEX Changes 1 July 2025
Step 1 - How to update your DEX Outlets with new Program Activities for 1 July 2025
Step 2: Sync CareMaster with DEX to import your new program activities for 1 July 2025
Step 3 - Update your existing Service Items and Supports
DEX Stage 3 Changes 11/08/2026
Employment Hero Integration
User Guide: Employment Hero - Timesheet Export Reports
KeyPay Integration
KeyPay Payroll
Archive - How to connect, integrate and setup your KeyPay account to CM?
Archive - How to run KeyPay Payroll Export?
Connecting to KeyPay?
MYOB Integration
How to run a MYOB AccountRight Invoice Export?
How to run MYOB AccountRight Payroll Export?
User Guide: MYOB Invoicing Setup Guide
User Guide: MYOB Payroll setup and Timesheet guide
MYOB Online
MYOB Online Setup
MYOB Online Payroll
MYOB Desktop
MYOB Desktop Setup
MYOB Desktop Payroll
MYOB Desktop Invoicing
Xero Integration
Connecting to Xero
Xero Invoicing
Xero Invoicing Setup
User Guide: Xero Pre Invoicing Setup Guide
User Guide: The Xero Invoice Process
Additional Xero Invoicing Setup
Xero Payroll
Payroll Setup
User Guide: Xero Pay roll setup - Managing Earning Rates, Allowances & Xero Pay Items
User Guide: Xero Workers Setup
User Guide: Xero Advanced Timesheets
User Guide: Xero Basic Timesheet
User Guide: Xero Basic Timesheet Checklist
Xero Worker / Employees setup
Synching Timesheets to Xero
How to Send Timesheets to Xero?
Completing your Pay run
How to update worker pay rates in Xero after an Award pay rates update?
Updating Award Allowances
How to fix duplicate worker records in Xero
How to generate allowances for Xero payruns?
Xero Payroll FAQ
How To Invoice Clients/Participants Manually?
External API Integration
How to Export a NDIS Bulk Payment CSV for PRODA upload?
NDIS Export, Invoicing and Claims Upload process
How to Update the NDIS Prices after a New Price Guide?
User Guide: NDIS Service Import
How to update a Service item's price?
NDIS Claims uploads into CareMaster
What is a service statcode?
Editing Service Organisation Details
Statistics User Guide
Admin Overview User Guide
Service Importing - NDIS Price Guide update
Adding Individual line items into a Service Organisation
Data
Data Overview User Guide
How to add additional leave request types?
App Note case note category
User Guide: Case Notes
User Guide: Location Data
Public Holidays
Letters and Bulk Emails
Staff Logs
Set up Cancel Codes
Caremaster Two-Factor Authentication (2FA)
CareMaster Awards
Children's Services Award
SCHADS Award
Changes to SCHADS Award Sleepovers effective 01.06.2026
System Information
[Resolved] Known Issue: SMSbroadcast outage
CareMaster System Status
3G Network Shutdown
CareMaster Mobile Apps
Worker App
How to Clear App Cache & Data for Android?
What is my app PIN?
Case Notes within the App
User Guide: Worker App Guide for Admins
User Guide: Worker App Guide for Workers
Why can I not see Participant documents on the Worker App?
Client App
User Guide: Client App - Participant & Family Guide
User Guide: Client App - Provider Guide
General
How to Clear Google Chrome Browser Cache?
How to send emails from a different email address?
Understanding CareMaster Licences
How to request a CareMaster Software Update?
How to Request CareMaster Training
Feature Request Form Update
CareMaster Data Export
Guided Onboarding
Step 1: NDIS Service Import
Step 2: CareMaster Configuration & Rostering
Step 3: Financial Integration
MYOB Integration, Payroll & Invoicing
KeyPay Integration, Payroll
Reckon Integration, Payroll & Invoicing
Xero Integration, Payroll & Invoicing
Step 4: NDIS Export Process (Registered NDIS Providers)
Advanced Rostering - SIL Houses (Optional)
Coordination of Support (Optional)
CareMaster Release Notes
2026
🚀 Software Release Overview: 16.91.01 - 16.91.03 🚀
🚀 Software Release Overview: 16.91.00 🚀
🚀 Software Release Overview: 16.90.01 - 16.90.03 🚀
🚀 Software Release Overview: 16.90.00 🚀
🚀 Software Release Overview: 16.89.02 🚀
🚀 Software Release Overview: 16.89.01 🚀
🚀 Software Release Overview: 16.89.00 🚀
🚀 Software Release Overview: 16.88.01 🚀
🚀 Software Release Overview: 16.88.00 🚀
🚀 Software Release Overview: 16.87.01 - 03 🚀
🚀 Software Release Overview: 16.87.00 🚀
🚀 Software Release Overview: 16.86.05-06 🚀
🚀 Software Release Overview: 16.86.03 🚀
🚀 Software Release Overview: 16.86.00-02 🚀
🚀 Software Release Overview: 16.85.00 🚀
🚀 Software Release Overview: 16.84.00 🚀
🚀 Software Release Overview: 16.83.00 🚀
🚀 Software Release Overview: 16.82.00 🚀
🚀 Software Release Overview: 16.81.00🚀
🚀 Software Release Overview: 16.80.00-01-02🚀
🚀 Software Release Overview: 16.79.00🚀
🚀 Software Release Overview: 16.78.00🚀
🚀 Software Release Overview: 16.77.00🚀
🚀 Software Release Overview: 16.76.00🚀
🚀 Software Release Overview: 16.75.00🚀
🚀 Software Release Overview: 16.74.00🚀
🚀 Software Release Overview: 16.73.00🚀
🚀 Software Release Overview: 16.72.00🚀
2025
🚀 Software Release Overview: 16.69🚀
🚀 Software Release Overview: 16.68🚀
🚀 Software Release Overview: 16.67🚀
🚀 Software Release Overview: 16.66🚀
🚀 Software Release Overview: 16.65🚀
🚀 Software Release Overview: 16.64🚀 Worker App Release
🚀 Software Release Overview: 16.61🚀
🚀 Software Release Overview: 16.60🚀
🚀 Software Release Overview: 16.59🚀
🚀 Software Release Overview: 16.58🚀
🚀 Software Release Overview: 16.57🚀
🚀 Software Release Overview: 16.56🚀
🚀 Software Release Overview: 16.55🚀
🚀 Software Release Overview: 16.54🚀
🚀 Software Release Overview: 16.53🚀
🚀 Software Release Overview: 16.52🚀
🚀 Software Release Overview: 16.62🚀
🚀 Software Release Overview: 16.63🚀
🚀 Software Release Overview: 16.63.20 - LTS🚀
🚀 Software Release Overview: 16.64🚀
🚀 Software Release Overview: 16.70🚀
🚀 Software Release Overview: 16.71🚀
2024
🚀 Software Release Overview: 16.51🚀
🚀 Software Release Overview: 16.50🚀
🚀 Software Release Overview: 16.49 🚀
🚀 Software Release Overview: 16.48 🚀
🚀 Software Release Overview: 16.47 🚀
🚀 Software Release Overview: 16.46 🚀
🚀 Software Release Overview: 16.45 🚀
🚀 Software Release Overview: 16.44 🚀
🚀 Software Release Overview: 16.43 🚀
🚀 Software Release Overview: 16.42 🚀
🚀 Software Release Overview: 16.41 🚀
🚀 Software Release Overview: 16.40 🚀
🚀 Software Release Overview: 16.39 🚀
🚀 Software Release Overview: 16.38 🚀
🚀 Software Release Overview: 16.37 🚀
🚀 Software Release Overview: 16.35 🚀
🚀 Software Release Overview: 16.34 🚀
🚀 Software Release Overview: 16.33 🚀
🚀 Software Release Overview: 16.32 🚀
🚀 Software Release Overview: 16.31 🚀
🚀 Software Release Overview: 16.30 🚀
🎉 Software Release Overview 16.29 🎉
🎉 Software Release Overview 16.27 & 16.28🎉
🚀 Software Release Overview: 16.26 🚀
🚀 Software Release Overview: 16.25 🚀
🚀 Software Release Overview: 16.24 🚀
🚀 Software Release Overview: 16.23 🚀
🚀 Software Release Overview: 16.22 🚀
🚀 Software Release Overview: 16.21 🚀
19/03/2024🎉 Worker App Update 🎉
🚀 Software Release Overview: 16.36 🚀
2023
Release Notes 16.17
Release Notes 16.18
Release Notes 16.19
Release Notes 16.20
v16.10
v16.11
v16.15
v16.09
v16.08
v 16.07
Message Centre - CareMaster release notes
2021
15/01/21 Release Notes
8/6/21 Release Notes
26/7/21 Release Notes
27/9/21 Release Notes
31/12/21 Release Notes
2022
21/4/22 Release Notes
18/5/22 CareMaster Release Notes
6/6/22 Release Notes
5/7/22 CareMaster Release Notes
1/8/22 CareMaster Release Notes
V15.22.0
V15.23.0
V 15.24
V15.25
V16.0
V16.01
CareMaster Web Portal Notifications
CareMaster - Webinar Recordings
How to Update the NDIS Prices after a New Price Guide - June 2026
Participant Service Agreements - October 2025
Advanced Reporting of Transactions, Workers & Participants - August 2025
Onboarding Workers and Simplified Data Entry - July 2025
NDIS Export, Invoicing and Claims Upload process - June 2025
The Roster Optimiser - May 2025
Participant Profile & Client App - May 2025
Staff Access and Permissions - April 2025
An Admin overview of the Worker App inc. Settings - March 2025
Xero Pay run Process, Including Settings - Feb 2025
Support At Home - Upcoming HCP Changes - May 2025
Support At Home Changes - October 2025
CareMaster Refresh Overview - May 2026
Sleepover and Active Overnight Supports within CareMaster - Nov 2024
SIL Houses: Setup and Configuration - Dec 2024
Comprehensive Guide to Managing Recurring and Group Supports - Jan 2025
TRIPS Web - Self Help Content
TRIPS Web How To Guides
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 - Transaction Management
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 Update a Client’s Funding Type & Future Bookings
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 - Multi-Region Vehicles and Drivers
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 - Management and Features of the Allocation page
TRIPS Web - How to use the Copy Forward Feature
TRIPS Web - Auto Allocations Guide
TRIPS Web - Optimiser Console (Auto Allocation Solution Detail Page)
Trips Web - Management & Feature Dispatch Page
TRIPS Web - How to Complete Verification
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 - Message Center
TRIPS Web - Incident Management
TRIPS Web - Organisation Settings - How to set up SSO & SSO Only Invites
TRIPS Web - Organisation Settings - Team Members, Roles & Permissions
TRIPS Web - Organisation Settings - Funding Types and Payers
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 - Organisation Settings - Sub Regions
TRIPS Web - Services - Xero Integration (coming soon)
TRIPS Web - Services - How to complete your DEX Reporting
TRIPS Web - Services - Managing DEX Social Support
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 - Client API
TRIPS Web Xero Integration - Change Management Guide
TRIPS Web Troubleshooting Guides
TRIPS Web - How to Disable Autofill in Internet Browsers
3G Network Shutdown
TRIPS Web - Application not behaving as expected
TRIPS Web - Content missing from the application
TRIPS Web - Bookings missing from Run-List
TRIPS Web - Navigating Login Hurdles
TRIPS Web - A Guide to Resolving Driver App Login Issues
TRIPS Web - 2FA Login Issues
TRIPS Web - Release Notes
TRIPS Web Release Notes
2026 Release Notes
Release Notes 2.119.0
Release Notes 2.118.0
Release Notes 2.117.0
TRIPS Web - Upcoming Changes for Xero Integration
Release Notes 2.116.0
Release Notes 2.121.3
Release Notes 2.115.0
Release Notes 2.114.0
Release Notes 2.121.0
Release Notes 2.112.0
Release Notes 2.111.0
Release Notes 2.110.0
Release Notes 2.109.0
Release Notes 2.108.0
Release Notes 2.107.0
Release Notes 2.106.0
Release Notes 2.120.0
Release Notes 2.119.1
Release Notes 2.122.0
Release Notes 2.124.0
Release Notes 2.105.0
Release Notes 2.123.0
Release Notes 2.104.0
Release Notes 2.103.0
Release Notes 2.102.0
Release Notes 2.125.0
2024 Release Notes
Release Notes 2.64.0
Release Notes 2.63.0
Release Notes 2.62.0
Release Notes 2.61.0
Release Notes 2.60.0
Release Notes 2.59.0
Release Notes 2.58.0
Release Notes 2.57.0
Release Notes 2.56.0
Release Notes 2.55.0
Release Notes 2.54.0
Release Notes 2.53.0
Release Notes 2.52.0
Release Notes 2.51.0
Release Notes 2.50.0
Release Notes 2.49.0
Release Notes 2.48.0
Release Notes 2.47.0
Release Notes 2.46.0
Release Notes 2.45.0
Release Notes 2.44.0
Release Notes 2.43.0
Release Notes 2.42.0
Release Notes 2.41.0
Release Notes 2.40.0
Release Notes 2.39.0
Release Notes 2.38.0
Release Notes 2.37.0
Release Notes 2.36.0
Release Notes 2.35.0
Release Notes 2.34.0
Release Notes 2.32.0
Release Notes 2.25.0
Release Notes 2.24.4
Release Notes 2.24.2
Release Notes 2.24.0
Release Notes 2.24.1
Release Notes 2.26.0
Release Notes 2.27.0
Release Notes 2.28.0
Release Notes 2.29.0
Release Notes 2.30.0
Release Notes 2.31.0
Release Notes 2.33.0
2025 Release Notes
Release Notes 2.98.10
Release Notes 2.94.0
Release Notes 2.92.0
Release Notes 2.93.0
Release Notes 2.91.0
Release Notes 2.90.0
Release Notes 2.89.0
Release Notes 2.88.0
Release Notes 2.87.0
Release Notes 2.86.0
Release Notes 2.85.0
Release Notes 2.84.0
Release Notes 2.83.0
Release Notes 2.82.0
Release Notes 2.80.0
Release Notes 2.81.0
Release Notes 2.79.0
Release Notes 2.78.0
Release Notes 2.77.0
Release Notes 2.76.1
Release Notes 2.76.0
Release Notes 2.75.0
Release Notes 2.74.0
Release Notes 2.73.0
Release Notes 2.72.0
Release Notes 2.71.0
Release Notes 2.70.0
Release Notes 2.69.0
Release Notes 2.68.0
Release Notes 2.67.0
Release Notes 2.66.0
Release Notes 2.65.1
Release Notes 2.65.0
Release Notes 2.95.0
Release Notes 2.96.0
Release Notes 2.96.2
Release Notes 2.97.0
Release Notes 2.98.0
Release Notes 2.99.0
Release Notes 2.100.0
Release Notes 2.101.0