Frequently asked questions
Short answers to common questions. Where a longer guide exists, there is a link at the end of the answer. If you cannot find what you need, see Get support.
Getting started and access
Section titled “Getting started and access”How do I sign in?
Section titled “How do I sign in?”Open Cura in your browser using the web address your administrator gave you, type your work email and password, and click Sign in. There is nothing to install. See Getting started.
I forgot my password. What do I do?
Section titled “I forgot my password. What do I do?”Click Forgot password? on the sign-in screen, enter your email and click Send reset link. If the email does not arrive, check your junk folder and ask your administrator to confirm the email address on your account. New passwords must be at least 8 characters.
What are the three roles?
Section titled “What are the three roles?”Administrator has full access, including owner-only settings. Provider Admin runs day-to-day operations such as clients, workers, scheduling, invoicing and quality, but not the owner-only settings. Staff Member is for support workers and field staff: their own dashboard, schedule, timesheets, forms and account. See Getting started.
Why can’t my support worker see the roster?
Section titled “Why can’t my support worker see the roster?”Check three things. Their role must be Staff Member or higher, the Scheduler must not show a Soon badge on your site, and their login must be linked to their worker record. Staff Members can open the Scheduler but cannot change it, and they only see their own work. See My shifts.
Why is a menu item missing, or marked Soon?
Section titled “Why is a menu item missing, or marked Soon?”Staff Members do not see admin modules such as Clients, Invoicing or Settings. A Soon badge means the module is not switched on for your site yet. Opening it shows a holding page with a Back to Dashboard button, and nothing is broken. See Administrator guide.
How do I invite a new team member?
Section titled “How do I invite a new team member?”An Administrator goes to Settings, then Team Members, clicks Invite Member, enters the email and full name, and picks Provider Admin or Staff Member. The invitation is valid for 7 days. See Settings.
How do I add a new client?
Section titled “How do I add a new client?”Click Clients, then Add Client. The wizard asks for the client type (Aged Care, NDIS, DVA or Private), then personal details, then funding details for that type. You can save with the minimum details and finish the rest later. See Clients.
Why does Cura say “Possible duplicate” when I add a client?
Section titled “Why does Cura say “Possible duplicate” when I add a client?”Another client already has that NDIS number. You can view the existing client, add the new details as an additional funding source if it is the same person, or cancel and check your entry. See Clients.
Why does the wizard reject the NDIS number?
Section titled “Why does the wizard reject the NDIS number?”An NDIS participant number must be exactly 9 digits with no spaces. Copy it from the plan paperwork. Also check that the plan end date is after the plan start date. See Clients.
Why can’t I continue past the personal details step?
Section titled “Why can’t I continue past the personal details step?”First name, last name and date of birth are required. You must also enter at least one of email or phone. Fill the field marked with an asterisk and click Next again. See Clients.
How do I turn a lead into a client?
Section titled “How do I turn a lead into a client?”Open the lead and follow the conversion steps from the lead page. If a lead shows an Accepted banner but nobody is working on it, someone started the conversion and left. Open the lead and either finish it or cancel it. See Leads and tasks.
Why is a worker “Not rosterable”?
Section titled “Why is a worker “Not rosterable”?”A worker is rosterable only when every credential marked Blocks roster has been verified and is current. The Rostering compliance card on their profile lists exactly what is outstanding. Non-rosterable workers show greyed out when you build a shift, and cannot be picked. See Workers.
The worker says they sent everything, but they are still Not rosterable. Why?
Section titled “The worker says they sent everything, but they are still Not rosterable. Why?”Submitting is not enough. Items at Awaiting verification need a staff member to click Verify. Verification, not submission, clears the roster gate. See Workers.
How does worker onboarding work?
Section titled “How does worker onboarding work?”You open the worker’s profile and click Start Onboarding. Choose their role, check the items to send, set a deadline (14 days by default) and send a secure link to their personal email. The worker completes it on their phone without a Cura login. See Workers and Worker onboarding.
What do I do when a credential shows Expired?
Section titled “What do I do when a credential shows Expired?”The expiry date has passed. Ask the worker for the renewed document, then verify the new record. Credentials marked Expiring soon on the Rostering compliance card are your early warning. See Workers.
Where do I choose which documents every worker must provide?
Section titled “Where do I choose which documents every worker must provide?”In Settings, under Worker Requirements. There is a baseline for everyone and extra items for each role. See Settings.
Scheduling shifts
Section titled “Scheduling shifts”What is the difference between Quick Add and the Add Shift wizard?
Section titled “What is the difference between Quick Add and the Add Shift wizard?”Quick Add puts a simple shift on the calendar fast, without billing detail. The Add Shift wizard has four steps (Basic Details, Billing, Travel & Payroll, Review) and checks compliance before you confirm. See Scheduler.
What does “Needs attention” show?
Section titled “What does “Needs attention” show?”Shifts this week with no worker assigned, and unresolved scheduling conflicts. Click an item to open the shift and fix it. See Scheduler.
Why does the wizard warn about minimum engagement?
Section titled “Why does the wizard warn about minimum engagement?”The shift is shorter than the minimum paid period under the SCHADS award, so the worker may need to be paid for the minimum even though the shift is shorter. It is a warning, not a block. You can still confirm the shift. See Scheduler.
What is the difference between a BLOCK and a WARN on the Review step?
Section titled “What is the difference between a BLOCK and a WARN on the Review step?”A BLOCK must be fixed before you can confirm the shift. A WARN is something to check, and you can proceed. If a BLOCK remains, the button reads Blocked, Resolve Issues. See Scheduler.
Why does it say no workers match the qualification requirements?
Section titled “Why does it say no workers match the qualification requirements?”No current worker holds the qualifications the chosen service type needs. Pick another service type, or update the worker’s credentials first. See Scheduler.
What is the difference between Draft and Scheduled?
Section titled “What is the difference between Draft and Scheduled?”A draft shift is saved but does not commit against the client’s budget. A scheduled shift is confirmed, shows on the calendar for the worker, and counts against the budget. See Scheduler.
Can I delete a shift?
Section titled “Can I delete a shift?”No. Cancelling is the only way to remove a shift. Click the amber Cancel button, give a reason and confirm the notice policy. The card stays on the calendar with a line through it so there is always a record. A shift already on an invoice or in a claim cannot be cancelled. See Scheduler.
Why is a shift marked “Not billable”?
Section titled “Why is a shift marked “Not billable”?”Cura could not find a rate for that service, or the shift is a draft. A scheduled shift reads “Not yet billable” until it is delivered and approved. If a rate is missing, add one for the service under Settings, then Services. See Scheduler.
Timesheets, approval and pay
Section titled “Timesheets, approval and pay”What does “awaiting approval” mean?
Section titled “What does “awaiting approval” mean?”The shift has been marked Delivered but a manager has not approved it yet. Nothing is paid or billed until approval. Click Open Timesheets to reach the approval queue. See Timesheets.
What happens when I approve a shift?
Section titled “What happens when I approve a shift?”Approval records both the worker’s pay and the client’s bill. The shift becomes Approved, and its billable line appears under Invoicing, then Shift Billing. See Timesheets.
What is the difference between “Worker paid” and “Client billed”?
Section titled “What is the difference between “Worker paid” and “Client billed”?”The worker is paid for the hours actually worked. The client is billed for the scheduled hours, unless your organisation is set up to bill any overrun. The approval screen shows both side by side. See Timesheets.
Why is a shift under “Needs review” and not “Match the schedule”?
Section titled “Why is a shift under “Needs review” and not “Match the schedule”?”Something differs from the plan, such as a late finish, no finish time, no progress note, claimed travel or a missing rate. Each row says what is different in plain words. See Timesheets.
What does “Send back to worker” do?
Section titled “What does “Send back to worker” do?”It returns the shift to the worker with your reason, and issues them a new completion link. The shift waits in a Waiting on worker list and nothing is paid or billed until it comes back. See Timesheets.
Why can’t I approve a shift?
Section titled “Why can’t I approve a shift?”Common reasons: the shift has no finish time, there is no rate for the service, the service date has not arrived yet, or the shift is waiting on the worker. Use Enter time or Send completion link if the finish time is missing. See Payroll.
Why does payroll say “No loaded rate for this worker’s band”?
Section titled “Why does payroll say “No loaded rate for this worker’s band”?”The shift fell in a penalty band, such as a weekend or evening, and the worker has no award classification on file. Add the classification to their profile, then approve again. See Payroll.
A shift is missing from the payroll preview. Why?
Section titled “A shift is missing from the payroll preview. Why?”It was probably left out because Cura could not find a pay rate for it, or it has not been approved. Add the rate, then run payroll again. See Payroll.
What happens if I run payroll twice for the same period?
Section titled “What happens if I run payroll twice for the same period?”Nothing is paid twice. Shifts already paid are skipped, and no second run is created for them. See Payroll.
Does Cura work out tax?
Section titled “Does Cura work out tax?”No. Payroll in Cura shows gross pay, super and any reimbursements. Tax is withheld in Xero Payroll AU, and no take-home figure appears in Cura. See Payroll.
Invoicing, NDIS claims and Xero
Section titled “Invoicing, NDIS claims and Xero”Where do rejected NDIS claim lines go?
Section titled “Where do rejected NDIS claim lines go?”They appear in the Exceptions queue, tagged NDIS, with the reject reason. From there you can Correct and resend, which returns the line to Ready to bill, or Write off with a reason of at least 10 characters. See Invoicing.
Does Cura lodge NDIS claims for me?
Section titled “Does Cura lodge NDIS claims for me?”No. Cura builds the claim file, and you upload it to the NDIS myplace portal yourself. Then return to Cura, enter the payment request reference and click Mark as lodged. See Invoicing.
How do I load the NDIS payment results?
Section titled “How do I load the NDIS payment results?”Download the Bulk Payment Results File from myplace and upload it on the claim batch page. Cura reports how many lines were accepted, rejected and unmatched. Only accepted lines count as revenue. See Invoicing.
How long do I have to lodge an NDIS claim?
Section titled “How long do I have to lodge an NDIS claim?”The batch page counts down against a 90 day lodgement deadline for NDIS. Cura also raises an alert if a batch sits unlodged for too long (3 days by default, and your administrator can change it). See Invoicing.
Can I void a paid invoice?
Section titled “Can I void a paid invoice?”No. A paid invoice cannot be voided. An unpaid invoice can be voided, but there is no confirmation step, so take care. A voided invoice stays on record as cancelled. See Invoicing.
Does Cura email invoice reminders to clients?
Section titled “Does Cura email invoice reminders to clients?”No. Send reminder records that you chased the invoice. If Xero is not connected, you send the actual reminder yourself. See Invoicing.
How do I connect Xero?
Section titled “How do I connect Xero?”An Administrator goes to Settings, then Integrations, clicks Connect Xero and approves access on Xero’s own sign-in page. Then save the default sales account and tax type before sending invoices. See Xero.
What is Support at Home?
Section titled “What is Support at Home?”It is the Australian Government’s in-home aged care program. It began on 1 November 2025 and replaced Home Care Packages and Short-Term Restorative Care. See Support at Home and the Glossary.
What is the participant contribution?
Section titled “What is the participant contribution?”It is the share of a service cost the participant pays themselves, set by category. The clinical rate is always 0%. You enter the independence and everyday living rates when you enrol a participant, and hardship or grandfathered flags can waive contributions. See Support at Home.
Who holds a participant’s unspent funds?
Section titled “Who holds a participant’s unspent funds?”Services Australia holds all unspent subsidy for every participant, and pays you in arrears for what you deliver. There is no provider-held bucket and no opt-in. See Support at Home.
How is the quarterly budget calculated?
Section titled “How is the quarterly budget calculated?”Each participant has a quarterly budget based on their classification, with 10% set aside for care management. Entry part way through a quarter is pro-rated. See Support at Home.
What does “Provisional, awaiting Services Australia rollover confirmation” mean?
Section titled “What does “Provisional, awaiting Services Australia rollover confirmation” mean?”Cura drafted the new quarter by rolling the old one over, but Services Australia calculates the official carryover. Their figure is the one that counts. Click Confirm SA rollover as authoritative to accept it. See Support at Home.
Why can’t I lock a month in Reconciliation?
Section titled “Why can’t I lock a month in Reconciliation?”Months are locked in order, so an earlier open month must be closed first. Any delivered care that has not drawn down must also be resolved or acknowledged. A locked month is never reopened, so post an adjustment in the current open month instead. See Support at Home.
I could not find a Quarterly Budgets page. Where is it?
Section titled “I could not find a Quarterly Budgets page. Where is it?”There is not one. A participant’s budget lives on their profile and on the client’s Service & Funding tab. The pooled 10% roll-up is under Care Management Pool. See Support at Home.
Are there government price caps for Support at Home?
Section titled “Are there government price caps for Support at Home?”Not at present. The government deferred price caps indefinitely on 20 May 2026. Cura’s cap check is built but stays off until cap values are entered on a price plan. See Support at Home.
Why can’t a worker find a form to fill in?
Section titled “Why can’t a worker find a form to fill in?”No form has been activated for your organisation. An administrator activates forms under Settings, then Form Library. See Forms.
Why do submitted forms not appear on the client profile straight away?
Section titled “Why do submitted forms not appear on the client profile straight away?”Answers are held back in Forms to Review until an administrator checks them field by field and clicks Apply decisions. See Forms to Review.
Why is Apply decisions greyed out?
Section titled “Why is Apply decisions greyed out?”Safety-critical rows are not confirmed yet. Find each row marked Safety-critical and click I have confirmed this, or reject it. See Forms to Review.
Why are my report numbers zero or out of date?
Section titled “Why are my report numbers zero or out of date?”Reports read live data, so reload the page. A new organisation shows zeros until clients and workers exist. If a figure still looks wrong, check the source module, such as Invoicing or the Scheduler. See Reports.
What counts as a delivered service in reports?
Section titled “What counts as a delivered service in reports?”Only completed, approved and invoiced services. Cancelled, draft, in-progress and upcoming services are never counted as delivered. See Reports.
Is my data kept in Australia?
Section titled “Is my data kept in Australia?”Yes. Cura is hosted in the AWS Sydney region, and the database is hosted by Supabase in Sydney.
Who can see the audit log?
Section titled “Who can see the audit log?”Administrators and Provider Admins, through the Compliance module. Staff Members cannot open it. The log records who accessed data and documents, and entries are written automatically. Nobody can edit or delete them. See Compliance.
Can I see who changed a record?
Section titled “Can I see who changed a record?”The audit log tracks data and document access events. If you need more detail than it shows, note the record and the time and ask your administrator. See Compliance.
How much does Cura cost?
Section titled “How much does Cura cost?”Pricing is not published in this help centre. Please contact support at [email protected].
How do I get help?
Section titled “How do I get help?”Check the relevant guide first, since most “is this broken?” questions are answered by an exact message in the Troubleshooting section. For faults or change requests, email [email protected]. See Get support.