This article serves as a supplementary guide to the main article on rates, titled Issues with rates and uplifts. For other issues related to rates, please refer to that document.

There are a few reasons why new rates may fail to apply which our service team can help you to address.

One scenario where rates are not applying is where multiple rate change periods have tried to be added on the same day in the Admin Tool. The Admin tool is not geared to uplifting multiple rates on the same day for the same element type. This goes for any type of rate uplift: Provision, charging, suppliers etc. It also doesn't matter if you are creating multiple fresh rate periods or backdating multiple periods with new rate periods.
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As a working example, if a worker on the 20/03/2023 at 09:09am and 09:10am tried to add the start dates of 11/04/2022 and 22/06/2022 respectively. The overnight finance rates jobs would not do either of these as it would assume that there was some work in progress occurring.
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To get this to sort itself out, you will need to take the latest rate period (22/06/2022) and click the flag for the 'Do not apply rates yet' check box.
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This will then make the overnight jobs see only one rate to be fixated with and then it will apply the earlier rate (11/04/2022) first.
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Then the following day you can untick the 'Do not apply rates yet' box for the latest rate period (22/06/2022) and then the overnight jobs for that evening will work on the remaining rate to be applied whilst end dating the previous rate.
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Now over the space of two nights you have both rates applied.
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The same principles above apply if you have more than two new rates to apply.
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As mentioned above, rates are uplifted by overnight finance jobs. Another reason could be that the overnight finance jobs are either not configure or if configured then not enabled on your database instance. This can particularly be the case if it is a test environment.
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One of the checks an engineer will make is to ensure that these jobs are present and working.
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Another reason could be where errors are found in the error_log table for the overnight finance jobs and where this is the case you will often see a little error message pop up in the corner of the rates configuration window on your Admin Tool. It would be helpful if you could present us with the full view of that whole error message.
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Sometimes these errors may point to inconsistencies between the configuration from one rate period to the next. An example of this is if in one period, there was age banding or service banding, and then in the following rate period these were not ticked. Now the system doesn't know how it will uplift service users who have these provisions still current and so will error so that this can be sorted before it comes to that bridge.
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For the instances like with the multiple rates where you can self-serve then hopefully you will find that section above useful, but if this is not the case or you need some extra advice, please raise a new case online and reference the title of this article. Please provide if available the following information: