> ## Documentation Index
> Fetch the complete documentation index at: https://docs.elateuk.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Working with poor signal

> What the Elate Care app keeps on your phone when there is no signal, what it sends later, and what still needs a connection.

Signal drops in basements, lifts and rural lanes. The Elate Care app keeps a saved copy of your visits and holds what you record on your phone until it can send it. It does not work fully offline: some things need a connection, and they are listed below.

**Who can do this:** anyone signed in to the Elate Care app.

Your organisation may use different words for some things, such as "Service users" instead of "Support recipients". Elate shows your organisation's words everywhere, so follow what you see.

## How you can tell

* A line at the bottom of the screen says "Offline. Available information is saved on this phone."
* **My day**, **My week** and **People** say when they were last updated, for example "Last updated 2 hours ago. Pull down to check for changes."
* A visit with only part of its details on your phone says **Showing a saved copy**. You can still check in and out, and it sends when you have signal.

## What the phone holds until there is signal

| What you record | Shown on Saved on this device as |
| - | - |
| Checking in and checking out | Arrival or departure |
| Ticking tasks | Task checklist |
| Visit notes and handovers | Care note |
| New expenses | Expense |
| Turning a handover off | Handover turned off |
| Medication doses (eMAR only) | Medication record |

Photos you attach to a note or an expense, such as a receipt, are held too and follow on their own.

Your phone sends what it is holding on its own when signal comes back. Check-ins, check-outs, ticked tasks and medication doses keep the time you recorded them, not the time they were sent. While a record is waiting, the visit or dose says so, for example "Offline check-in. The office will see it when there is signal."

## What needs signal

* **Reports of concern.** These are not held on your phone. If one does not send, keep the screen open and try again, or call the office. See [Reporting a concern](/carer-app/reporting-a-concern).
* Changing or deleting an expense you have already saved.
* A visit you have never opened. The app says "This visit is not currently available".
* A person's full record. With no signal you may see the short version, which still has the key safe code and access notes.
* A person's upcoming visits, documents and support plans may not load. The app says so and asks you to try again when you have signal.
* Changing your notification settings or profile photo.

## Before you lose signal

<Steps>
  <Step title="Open My day while you have signal">
    Pull down on **My day** to load the latest. If your organisation records medicines in Elate, today's medicines are saved at the same time.
  </Step>

  <Step title="Open each visit once">
    A visit you have opened with signal, with its tasks, notes and handovers, stays on your phone for next time.
  </Step>

  <Step title="Stay signed in">
    Signing out removes the visits and people saved on your phone.
  </Step>
</Steps>

## Check what is waiting

<Steps>
  <Step title="Open your profile">
    Tap your photo at the top of any tab.
  </Step>

  <Step title="Open Saved on this device">
    Tap **Saved on this device**. It lists each record still on your phone, with when you made it.
  </Step>

  <Step title="Send it">
    Tap **Try sending now** once you have signal. When everything has gone, the screen says **You’re all up to date**.
  </Step>
</Steps>

You can also tap the line under your visits on **My day** that says how many unsent records you have.

<Warning>
  You cannot sign out while records are waiting. The office has no other copy, so the app asks you to **Send records** first. Keep your phone with you until everything has reached the office.
</Warning>

## Common questions

<AccordionGroup>
  <Accordion title="A record says it needs attention">
    The office could not accept it, and trying again will not fix it. Open **Saved on this device** to see what happened, then tell the office. The record stays on your phone.
  </Accordion>

  <Accordion title="It says records have been held for a while">
    Your records have been waiting longer than usual. Find signal, tap **Try sending now**, and let the office know if it keeps happening.
  </Accordion>

  <Accordion title="A visit says it was removed by the office">
    The office took the visit off your schedule after you recorded something on it. Your work is kept and will still be sent.
  </Accordion>

  <Accordion title="It says to update the app to send my records">
    Your version of the app is too old for the office to accept records from. Everything you record stays on your phone. Install the update from Google Play and it sends. See [My day, People and My week](/carer-app/my-day-and-my-week).
  </Accordion>
</AccordionGroup>

## Related pages

* [Delivering a visit](/carer-app/delivering-a-visit)
* [Recording medication](/carer-app/recording-medication)
* [App settings](/carer-app/app-settings)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.