Please visit the knowledge article dedicated to any of the topics below:
Why are my new rates not applying?
I am getting an error message related to my rate or uplift?
I have Multiple Rate Periods 'applied' but two or more are without End Dates
Rate has applied but front end screens are not appearing as expected
Service Users are not appearing in the list for Manual Uplifts
Please see:
My rate has applied but front end screens not appearing as expected
And section on: Element Types that change rate method
We need our Charge Unit Rate set to £0
We have made a mistake with our rates and need to delete but cannot
Where you feel you have made a mistake with your rate periods and as they are applied you are no longer able to delete them you may have to work around in order to make sure that rate periods are effectively cancelled by new rates overriding the unwanted rates and also cancelling periods ahead of that date, for which Mosaic will handle all adjustments that are to occur to service users packages. You can rebuild up you rate periods again as you need them to look and Mosaic will make sure that the new rates are reflecting on service users care packages.
For example, if you have mistakenly had a rates period applied from 01/04/2025 where it should have said 01/04/2024 you would not be able to delete the rates now they have been applied.
The workaround to solve this would be to add new rates for 01/04/2024 which is what you wanted to have in the first place, then it will invalidate those rates for 01/04/2025.
Then you will be able to add a 01/04/2025 rate period when YOU are ready to have rates for it whilst knowing that you will have the 01/04/2024 rates that you always originally needed. Mosaic will take care of all adjustments for care packages that have been purchased already so that they reflect the correct applied rate period.
You will want to do this in test instance first and if you are a hosted customer you may need to raise a service request with the support team to have the overnight finance jobs ran for you on that instance you are testing on as these jobs are typically not enabled on test instances.
If you have any further need for assistance, please raise a new case with us with details about the rate:
Name of rate and navigation where it can be found on admin tool.
Screenshots of the rate period and rate config from the admin tool.
What the issue is and what you need it to be.
We will then be able to review with our finance consultants.
We need our Overnight Finance Jobs switched on
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. One of the checks an engineer will make is to ensure that these jobs are present and working.
Please visit the knowledge article:
Mosaic: Requests for DBA/Infrastructure tasks to be carried out related to a Finance functionality
Known Bugs related to Rates
Coming soon
Recent Project Work
If there has been recent bespoke work that has been done for you then please let that be known, the case reference that this was undertaken, and the persons involved with that project so that the Support team can check in with the team and confirm any possible impacts.
Raising a case
For the instances like with the multiple rates where you are able to 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:
A screenshot for the rates window for the element type you are trying to uplift.
A screenshot for the rates windows of the supplier if it is a supplier rate.
Any error windows that are showing and their full message.
What rate you are expecting to see pull through, and what rate is currently showing.
How these rates are navigated to.