FAQs

Where is the Integrations page?

The Integrations page is in Workspace, on the Configuration & integrations tab. It sits outside individual products because one connection usually supports several. See Find an integration.

Why can I open the page but not make changes?

You hold View integration configurations but not Manage integration configurations. Contact the person who manages roles in your workspace. See About Integrations.

Why is the Connect button unavailable on a card?

The integration is not included in the products you subscribe to. Paid integrations become available with the products that use them. See Free and paid integrations.

What does Always on mean?

Loop IQ maintains the connection on your behalf, and its data status shows Data available. Halo Labs is Always on. See Integration statuses explained.

Do I need to connect Services Australia?

Yes. Most Loop IQ products depend on it, including Occupancy, QI Program, 24/7 RN and Care minutes. See Connect Services Australia (PRODA).

I connected a system yesterday and it still shows Last refreshed: never. Why?

The first read can take up to 24 hours. If it still shows never after 48 hours, check the credentials and allow-list, then contact support@loopiq.com.au. See Data status explained.

Why is only one facility coming through from Humanforce?

The access level is missing Visibility of ALL locations in system. Add the permission and click Apply Changes. The remaining facilities appear after the next refresh. See Connect Humanforce.

Why is the product empty when the connection is healthy?

The connection tells Loop IQ where to read data from, while mapping tells it what the records mean. Check the mapping in the product. See Manage a connected integration.

What should I do when an API key is rotated?

Click Manage on the card, then Update integration, and enter the new key and secret. For the Department of Health, use Update certificate. See Manage a connected integration.

What happens when an integration is removed?

Loop IQ stops reading from the system, and products that relied on it no longer receive automated data. You can reconnect at any time. See Manage a connected integration.

We are live on QI Program. Do we need a new PRODA device or RAM credential for 24/7 RN?

No. Government connections are shared across products. See Connect the Department of Health (B2G).

What should I do if the PRODA activation code has expired?

Activation codes expire 24 hours after they are generated. Generate a new code in PRODA and enter it in Loop IQ on the same day. See Connect Services Australia (PRODA).

Does Loop IQ write data back to my systems?

No. All vendor connections are read-only. The only outbound connection is the Department of Health, which Loop IQ uses to lodge your submissions. See About Integrations.

What if our system is not listed?

Click Request an integration on a Don't see your system? card. See Request an integration.

Who should I contact for help?

Email support@loopiq.com.au, or go to Help & Support. Include the system name and any ticket reference. See Submitting Support Tickets in Help & Support.