Procare Desktop and Engagement Functionality Sync

Cause: The parent is not designated as a Payer in Procare Desktop, so they are excluded from the sync. A family member must be set up as a Payer in Procare Desktop to sync as a parent/guardian and have access to the Procare child care mobile app.

To resolve:

1. Open the student’s record in Procare Desktop.

   1. Go to Procare Home > Family Data & Accounting

   2. Click on the Edit Account to confirm who appears as a Payer.

2. If the parent is not listed as a Payer, add them from the Edit Account window.

   1. Select Add Existing Person if they already have a profile in Procare Desktop.

3. Allow a full overnight sync to run. If the parent/guardian needs access today, contact Procare Support via Tucker Chat to request a full sync instead.

4. Once synced, invite parent/guardian to sign up for a Procare account with Engagement Functionality:

   1. In the Engagement Functionality website, go to My School > Students.

   2. Click More Actions    in the top right corner.

   3. Select Send Parent Invite.

   4. Select the students you want to invite.

   5. Click the checkbox Show students whose parents are not signed up yet or

   6. Click Select All to send the invite to all parents.

   7. Click Send Email.

Parents/Guardians will receive an email verification request and are prompted to sign up once they verify their email.

Cause: The email in Procare Desktop does not match the email the parent uses to log in to their app account. This commonly happens when a parent's email is updated in Procare Desktop after their Engagement Functionality account was already created.

Important

Updating a parent's email in Procare Desktop and syncing does not automatically change their Engagement Functionality login email. The login email requires a separate, server-side update — a sync alone cannot fix this.

To resolve:

1. Confirm the email address currently on file in Procare Desktop is correct for this parent. If not, update the email address ion their person profile in Procare Desktop and manually sync Procare Desktop to Engagement Functionality.

2. Allow a full overnight sync to run or contact Procare Support via Tucker Chat to request a parent/guardian email login address update. Provide the parent/guardian name and the email address they would like to use.

Cause: In Procare Desktop, the child's enrollment status:

• is not set to Enrolled, or

• their enrollment date is set to a future date or

• they do not have a primary classroom assigned

To resolve:

1. Open the child’s record in Procare Desktop, got to Procare Home > Family Data & Accounting.

2. Select the child.

3. Click Enrollment Status . Confirm the most recent status is Enrolled and that the date for enrollment is not set to a future date.

4. If changes are made, click Save.

5. Click Exit.

6. Check their Primary Classroom, click Child Information & Relationships .

   1. Confirm a Primary Classroom is assigned to the child.

   2. If changes are made, click Save.

   3. Click Exit.

7. Allow up to 30 minutes for the next automatic sync to run, or run a manual sync in Engagement Functionality.

Cause: Allergy data does not sync between Procare Desktop and Engagement Functionality.

Recommendation:

• In Procare Desktop, allergies are set up as a child’s tracking items. Continue to track allergies in Procare Desktop and print the Child Info Sheet With Categories report by classroom for teachers.

• You can manually enter allergies into each student’s profile in Engagement Functionality:

1. Go to My School > Students.

2. Select the student.

3. Hover over the  Allergies field and click Edit .

4. Enter the allergy type or to indicate no allergies you can enter any of the following: None, No, NA or N/A.

5. If the student has a listed allergy, the red cross allergy icon will appear on the student's profile throughout the Engagement Functionality website and the Procare child care mobile app.

6. Allergies can be found in the Emergency Card Report and the Students and Family Report (select Custom Report from the dropdown and checkmark the Allergies field).

If you want allergy information to appear in both Procare Desktop and Engagement Functionality, you need to enter the data in both systems.

Cause: Removing an authorized pickup person in Procare Desktop may not immediately update the Engagement Functionality pickup list — a full sync is often required, especially if that pickup was also a payer.

To resolve:

1. Review in Procare Desktop, go to Procare Home >  click Child Information & Relationship and verify the individual is not marked as a pickup.

2. Run a manual sync.

3. Allow a full overnight sync to run, or contact Procare Support via Tucker Chat to request removal of the pickup. Provide the child's name and the pickup’s name.

Cause: When a family is split in Procare Desktop, sibling linkages and parent-child relationships in Engagement Functionality do not always update automatically.

To resolve:

1. In Procare Desktop, go to Procare Home > Family Data & Accounting > Edit Account and verify payers are correct for each account.

2. Allow a full overnight sync to run, or contact Procare Support via Tucker Chat to request a full sync.

3. If the issue persists, contact Procare Support via Tucker Chat in Engagement Functionality with the correct family account setup, including the names of the parents and children who should be listed on each account.

Cause: Staff timecard and check-in data does not sync between Procare Desktop and Engagement Functionality.

Recommendation:

• If you are using Procare Desktop for payroll, use It for staff check-in as well.

• If you are using Gusto for payroll or utilizing the ratio monitoring feature in Engagement Functionality, use Engagement Functionality for staff check-in.

• Some programs use Procare Desktop for official staff timecards for payroll and also have staff clock in and out through the Engagement Functionality for ratio monitoring. This does require two separate check-ins and check-outs.

Cause: The manual sync and the automatic sync that runs every 30 minutes handle incremental changes throughout the day, but they don't rebuild full parent/family relationships. Adding a new parent, splitting a family, or making significant enrollment changes may only fully take effect after the next overnight full sync.

To Resolve: Allow a full overnight sync to run, or contact Procare Support via Tucker Chat to request a full sync.

If attendance is not syncing or you notice red cloud errors in Engagement Functionality > Student Sign-In > Attendance, see Attendance Sync Rejection Codes (Desktop and Engagement Functionality) to troubleshoot.

Attendance syncs both ways, immediately and automatically, whether you're logged into Procare Desktop or Engagement Functionality (including the Procare child care mobile app). Manual syncs, automatic syncs, and full overnight syncs do not affect attendance data.

If a staff member must be deactivated immediately, the best way is to deactivate them in Engagement Functionality so they lose access immediately.

1. In Engagement Functionality, go to Staff Management > Staff.

2. Locate the staff member > click More Options .

3. Click Deactivate.

The selected staff member will be immediately moved to the Deactivated staff list and will lose access to Engagement Functionality and the Procare child care mobile app.

Next, terminate the staff member in Procare Desktop; otherwise, they will sync back as an active staff member during the next sync.

1. In Procare Desktop, go to Employee Data & Payroll.

2. Click on the staff member’s name in the staff list.

3. Click Employee Work History .

4. Select a status other than Currently Employed in the Status column. The date defaults to the current date.

5. Click Save.

6. Click Exit.

In Engagement Functionality, run a manual sync. When the sync completes, go to Engagement Functionality > Staff Management > Staff and confirm the staff member still shows as terminated (not reactivated). This confirms the termination steps were successful.

To view a balance in the Procare child care mobile app:

1. Enable Payments - ensure that your account is configured to accept payments through Engagement Functionality. If payments are not enabled, the balance will not be visible. Reach out to Procare Support via Tucker Chat if you are not sure your account is enabled to accept payments, or if you want to start accepting payments.

2. Add a Payment Method

   1. Parents/guardians will need to open the Procare child care mobile app.

   2. Tap Menu .

   3. Select Make Payment.

   4. Add a payment method.

Parent/guardians can view their balance here.

See 10. Accept Parent Card Payments via Engagement Functionality above for more details on getting started with in-app payments.