Review common messages seen within the Billiyo Caregiver app and and learn how to resolve them.
Message
- User account not found
- Your account is blocked. Please contact the administrator.
- Your weekly hours are exceeded. Your weekly hours are from: ---- To ----.
- No Records Found
- You can not start schedule before 30 minutes of the scheduled time
- You do not have a patient assigned to you. Please call your administrator and ask them to assign a patient to your profile.
- You cannot create schedule because Service Auth is missing. Please contact your administrator and ask them to create service auth.
- The schedule you're about to submit has not been finished yet. Please wait until the end date and time to be greater than the current date and time.
- This is an EVV schedule. Please go to the Home tab to complete it. You must clock in and out to complete this schedule.
- There is not care plan found for the services selected. Please contact your administrator or the office to create a plan of care for the selected service authorization.
- Your monthly hours are exceeding more than 310 hours.
Message: User account not found
Solutions:
- Create a user account for the person if one does not already exist.
(Learn more about creating and viewing user accounts here)- Verify that no spaces are being added before or after the username as the person types it on their device.
Message: Your account is blocked. Please contact the administrator.
Solutions
- Verify that "Reason: Waiting for admin approval" is not appearing under the "Status" column when reviewing the user account. If it is, approve the user account. (See "View/Edit a User Account" here)
- View the the employee's profile and verify that their "Status" is set to "Active".
Message: Your weekly hours are exceeded. Your weekly hours are from: ---- To ----.
Solution:
- The hours the employee has already submitted for the week plus what they are trying to submit currently likely exceeds the default 40 weekly hours limit. To allow more than 40 hours to be submitted, use the "Overtime Hours" field within the employee's profile.
Message: No Records Found
Solution:
- Use the
icon in the top right corner of the screen to adjust the filter criteria.
Message: You can not start schedule before 30 minutes of the scheduled time
Solution: The employee must wait to clock in until 30 minutes of the scheduled start time.
Message: You do not have a patient assigned to you. Please call your administrator and ask them to assign a patient to your profile.
Solution:
- An administrator needs to connect the employee to a client through the client caregiver connection.
Message: You cannot create schedule because Service Auth is missing. Please contact your administrator and ask them to create service auth.
Solution:
- An administrator needs to add a service authorization for the client.
Message: The schedule you're about to submit has not been finished yet. Please wait until the end date and time to be greater than the current date and time.
Solution:
- The employee would need to wait until the scheduled end time to clock out.
Message: This is an EVV schedule. Please go to the Home tab to complete it. You must clock in and out to complete this schedule.
Solution:
- Navigate to the "Home" or "Dashboard" tab to clock in and out of the schedule.
Message: There is not care plan found for the services selected. Please contact your administrator or the office to create a plan of care for the selected service authorization.
Solution:
- An administrator needs to add a care plan for the client and employee.
Message: Your monthly hours are exceeding more than 310 hours.
Solution:
- In Minnesota, employees cannot submit more than 310 PCA hours in one month — view more about this here. DHS will not accept claims nor pay claims that exceed this limit.