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

# Common questions

> Frequently asked questions about Visualcare configuration, security, and app behaviour

Answers to common questions about Visualcare settings, security, and app behaviour.

## User accounts and access

<Accordion title="Can the same email address be used for both an admin user and a vWorker profile?">
  Yes. The same email address can be used for both an admin user account (VCore login) and a vWorker profile in Visualcare. The two accounts are separate and don't conflict with each other.
</Accordion>

<Accordion title="Does the 24-hour automatic logout for vCore users also apply to vWorker?">
  No. vWorker does not have the 24-hour security logout that applies to VCore users. Workers stay logged in to the app until they manually log out.

  However, if your organisation has enabled the setting that requires workers to log in each time they open the app, workers need to re-authenticate on each use. This is configured in **Settings** → **Mobile App**.
</Accordion>

## Security

<Accordion title="Is data transmitted between Visualcare, vWorker, and the API encrypted in transit?">
  Yes. All data transmitted between Visualcare, the vWorker app, and Visualcare API endpoints is encrypted in transit using HTTPS over TLS. Current endpoints support TLS 1.2 and TLS 1.3, with AES-GCM cipher suites negotiated by the client and server.

  Visualcare does not use a proprietary transport encryption protocol.
</Accordion>

## vWorker app behaviour

<Accordion title="What does the 'Prompt to cancel incomplete form' setting do in vWorker?">
  When **Prompt to cancel incomplete form** is ticked in **Settings** → **Mobile App**, the vWorker app displays a cancel prompt when it detects open (incomplete) forms. This allows workers to start their shift while still being reminded about the unfinished form.

  When the setting is unticked, workers need to complete the forms before they can start a shift.

  There is currently no option to permanently disable this behaviour for an entire database. If you need this, raise a feature request with [support@visualcare.com.au](mailto:support@visualcare.com.au).
</Accordion>

<Accordion title="Can the 'Were there any changes to the shift?' prompt be hidden or disabled?">
  No. There is no setting to turn off or hide the **Were there any changes to the shift?** prompt in the vWorker app. The prompt serves a functional purpose: the worker's response populates the **Variations** columns in the timesheet and separates entries under the **Variations** tab, which is used for timesheet review and payroll processing.
</Accordion>

## Running into issues?

See [General troubleshooting](/troubleshooting/general) for common errors and fixes.

## Related articles

<CardGroup cols={2}>
  <Card title="Vworker access" icon="mobile-screen" href="/timesheets/vworker-access">
    Set up and manage worker access to the vWorker app
  </Card>

  <Card title="Vworker: Clocking in and out" icon="play" href="/timesheets/vworker-clocking-in-and-out">
    How shifts work in the vWorker app
  </Card>

  <Card title="Creating users" icon="user-plus" href="/getting-started/creating-users">
    Set up user accounts and access levels
  </Card>
</CardGroup>