• Changing the CCSS Claimant

  Changing the CCSS Claimant Services may occasionally need to update the CCS Claimant linked to a family account due to one of the following reasons: Guardians have separated and will be paying accounts separately (Scenario 1) An alternate guardian is now the eligible CCS claimant with Centrelink (Scenario 2) ✅ Recommended Process To avoid confusion or misalignment with Centrelink records, it is strongly recommended to always: ➡️ Create a NEW Family and Account when the CCS ClaimaPopular

• Why is this Family/Child not Receiving CCS Subsidy? (How and Where to Check?)

  Why is this Family/Child not Receiving CCS Subsidy? (How and Where to Check?) If a child is not receiving any subsidy, there are a few places you can check. Follow the below instructions to check why a child's subsidy is not being received. Check the Child's Enrolment/Arrangement Status Check the child's CCSS enrolment and if it is confirmed. A CCSS enrolment must be on a confirmed status to be eligible for CCSS. The arrangement type must be a CWA. Step 1: On the left-hand side meSome readers

• How to Update/View a CCSS Enrolment Status

  How to Update or View a CCSS Enrolment Status An Enrolment Status can update if a centre manually enters in new information such as a CRN, if the guardian confirms the enrolment via MyGov, if Centrelink updates the status, or if an enrolment ceases automatically. To view or update an enrolment status, follow the instructions below. Step 1: Select the Families option from the menu bar. Step 2Some readers

• What time do Xap automations run?

  What time do Xap automations run? NOTE This is AEDT Time (VIC/NSW/TAS) Financial AutomationsSome readers

• What are the email statuses shown in Xap?

  There are a number of different statuses that email can have in the email history screen in Xap. The below table details these statuses and necessary actions.Few readers

• How to set up a direct debit on a family account and set a debit limit?

  How to set up a direct debit on a family account and set a debit limit? Setting up a direct debit is the easiest and most convenient way to receive the payments from families. Set up direct debit Search and select the Family Within the "Family Summary screen and Payment Account section select the 3 dot menu Select Edit* from the drop-down menu (https://storage.crispFew readers

• Managing Vacation Care Periods

  Managing Vacation Care Periods This article will assist you with best practices and processes to manage Vacation Care periods at your Service within Xap. Overview These process will relate to you if your Service is either: Stand-alone Vacation Care or Straight Outside School Hours Care (BSC/ASC & VAC) Things to Consider How are you providing the Vacation CarFew readers

• How to Check CCSS Entitlements for a Child/Family

  How to Check CCSS Entitlements for a Child/Family To help you understand your family’s account balances for CCS (Child Care Subsidy) services, it’s important to know that these balances are often linked to CCS entitlements and any changes that may occur. You may need to review a child’s CCS entitlements to: Compare entitlements against statements, so families have accurate information about their fees and payments. Manage Bookings to ensure they are withing the family’s hour subsidy eliFew readers

• Why haven't I received my activation or password reset email?

  Why haven't I received my activation or password reset email? When your account is created in Xap, you will receive an email to create the password for your account. The account activation email will have a following subject line. We try to ensure that the emails are delivered to your inbox. However, depending upon your email client, it may end up in your spam or junk folder. Please follow the guide below depending upon yoFew readers

• Assigning a Child to a Preschool Session

  Assigning a Child to a Preschool Sessionn Preschool aged child/ren who attend a preschool program at a centre‑based day care service may be entitled to 36 hours of subsidised care per fortnight. This only applies to the preschool aged child/ren in the family. In order to claim this entitlement, two actions need to take place: Families need to make sure that the details about their child's attendance at a centre-based care service are correctly updated in MyGov. Early learning serviFew readers

• Switching accounts for Centre Staff who are Guardians

  Switching accounts for Centre Staff who are Guardians This article will assist you with switching between Service and Guardian mode if you are a Staff member and also a Guardian for Xap AND are using the same email address. Overview Usernames are based on email addresses - if you have two different user roles (eg. Staff and Guardian) and use the same email address, you will need to switch your views to access the information that you would like to see. Scenario Linda Lawton is a *Few readers

• What are the Xap system tags?

  What are the Xap system tags? Tag Name & Colour: Name of the tag and the colour based on priority. Field: The field in the Child or Guardians information that triggers the tag Value: The value of the field that would trigger the tag Priority: What priority the tag is, this would define the colour of the tag. System Tags (https://storage.crisp.chat/users/helpdesk/website/5dcba586b1ba9400Few readers

• User Access - Setting Default User Preference

  User Access - Setting Default User Preference This article will assist you with setting your default user login for Xap. Overview If your user access is set to Organise/Provider Role, where you have access to more than 1 Centre, you can set your login preference. Setting your default Log into Xap using your Email address and Password Select the name of your Centre/Provider/OrganisatiFew readers

• How to Remove a Staff Member, Who has Finished at the Service

  How to Remove a Staff Member, Who has Finished at the Service In Xap, you will be able to remove a staff member once they have finished with the service. Once they have been removed, they will no longer be able to access the details of the centre as a staff member. However, please note that if the staff member is also a guardian at the centre, they will still be able to login to Xap as a guardian. Step 1: Once you have logged into Xap, select settings from the left hand menu bar. (hFew readers

• XAP Resources for Services & Families

  XAP Resources for Services & Families This article contains print resources to support services and families using Xap. Including: Xap Connect for Educators Kiosk Xap Smile for Families Getting Started Blank Sign in/out Sheet Account Activation Link Existing Account to Xap (https://43956247.fs1.hubspotusercontent-ap1.net/hubfs/43956247/Print%20Resources%20-%20GFew readers

• How to Change a Name on a CCSS Enrolment

  How to Change a Name on a CCSS Enrolment CCSS Enrolments reflect the details provided to Centrelink by families. For instance, if the name on Centrelink is Ava Smith Thomas but it is Ava Thomas on Xap, the enrolment will reflect the former name provided to Centrelink. As a result, if a name needs to be changed on a CCSS Enrolment, the family will need to contact Centrelink to make the change. Unfortunately this iFew readers

• How do I adjust a session of care for a period prior to starting with Xap?

  How do I adjust a session of care for a period prior to starting with Xap? For CCSS Service Providers, when you migrate from one CCMS Software to Xap, any sessions that have already been submitted in your previous software can be managed in the Xap program. This guide will take you through managing changes to sessions submitted to CCSS on your prior software, prior to your Go Live Date on Xap. Steps to take Query the submitted sessions into Xap (3-step-1-querying-the-submitted-sesFew readers

• A Child's Enrolment has Recently been Confirmed, do I need to Withdraw and Resubmit Previous Session Reports to Trigger Rebates?

  A Child's Enrolment has Recently been Confirmed, do I need to Withdraw and Resubmit Previous Session Reports to Trigger Rebates? No, there is no need to withdraw and resubmit previous session reports to trigger subsidies. CCS will automatically reprocess any previously submitted session reports if applicable. Please note subsidy backdating can take up to 28 days, after this time if no subsidy has been back paid the guardian (CCS Claimant) will need to contact Centrelink. In some cases, thFew readers

• How to Add a Third Party Payer

  How to Add a Third Party Payer In Xap, you will be able to add a third party payer in a family account. This is for instances where a third party agrees to pay for the child's fees. Examples include: the college that the guardian is studying at agrees to pay for the full child care fees or in the case of a child at risk, the Department of Child Protection.Few readers

• Service & Guardian User Link Expiry Times

  Service & Guardian User Link Expiry Times Overview There are 2 types of Users: Service - Staff using the Xap or Connect App programs Guardians & Carers - Using the Guardian Web Portal and Smile App. Service - Link Expiry details:Few readers

• Xap Scheduled Payments Process

  Scheduled Payment Process Scheduled Payments ProcessFew readers

• Nominee Unable To Sign Children In/Out

  Nominee Unable To Sign Children In/Out If a nominee is unable to sign a child in/out, this could be due to one of the following reasons: 1. The nominee does not have a mobile number entered in If a nominee does not have a mobile number entered in, they will be unable to sign a child in/out. Please enter in their mobile number into the system. If they do not have one, you can enter a dummy email or mobile. Please follow the steps below to enter in an email address/mobile : *Step 1:Few readers

• How to Increase a Session / Fee

  How to Increase a Session / Fee As a service provider, you may choose to increase the price of your existing session fees. This is a straightforward process in Xap, whether you are updating existing prices or adding new fee structures. This process will assist you with making the adjustments with ease and ensure your service pricing stays up to date. There are 2 main scenarios when managing sesFew readers

• How do I check for declined scheduled transactions?

  How do I check for declined scheduled transactions? Click on the Payments and Billing screen, select the filter option. Payments Screen In the Filter screen, filter for Declined in the Status section and set the date range for the period in question. Filter The results will show all failed paymFew readers

• How is CCS Calculated

  How is CCS Calculated This article will assist you with understanding how CCS is calculated for your Families. Basic CCS Calculation Hourly Rate of the Service/Maximum CCS hourly rate x Session hours x CCSS percentage x withholding = CCS Total Fees - CCS = GAP Maximum Hourly Rates CBC Hourly rate for the 2022/2023 financial year: $12.74 OSHC Hourly rate for the 2022/2023 financial year: $11.15 Why can CCS Differ between Estimated CCS to Paid CCS? Differences can occFew readers

• I can’t find a family in the families listing. How can I find it?

  I can’t find a family in the families listing. How can I find it? If you can't find a family, there could be couple of reason. Follow the below instructions to search for the family you are looking for. Step 1: Select all Statuses from the dropdown. By default archived family status is not selected. Step 2: Please seach by guardian or child name instead of family name. Family naFew readers

• Why are CCSS Adjustments Appearing on this Invoice?

  Why are CCSS Adjustments Appearing on this Invoice? This article will cover the most common reasons as to why/ how adjustments on invoices can occur. Overview 1. CCS Government Benefits: Adjustments to Government rebates can occur on invoices, due to the following reasons: *Varied attendance:Few readers

• Where can I see declined transactions?

  Where can I see declined transactions? Guardians will receive an email via their email client, or the Guardian Web Portal when a transaction fails, which also outlines the reason for the failure. Services will see declined transactions on the Scheduled Payment Screen, by filtering by declined status. Declined TransactionsFew readers

• Help Page - COVID-19 - NSW Information

  Help Page - COVID-19 - NSW Information This article contains the links to the various Xap Guides to assist you with managing COVID-19 related processes for your Service within the Xap program. On Friday 14th January the NSW Government held a Webinar to discuss the new changes for Managing COVID-19 within ECEC Services. Link to NSW Government Webinar recording (https://education.nsw.gov.au/early-childhood-education/coronavirus/managing-covid-cases?mccid=c95f94a0a8&mceid=33c90d02e6&fbclid=IFew readers

• COVID-19 - Service Management Bookings & Ceasing Care

  COVID-19 - Service Management Bookings & Ceasing Care This article contains the links to the various Xap Guides to assist you with managing COVID-19 related processes for your Service within the Xap program. Staffing To assist you with managing your required staff vs Children on the premises: Run an Attendance report for today from the Bookings & Attendances Screen Rolls Screen. See: Roll Screen Reports This will diFew readers

• Mobile Device Minimum Version Compatibility

  Overview This article is to inform users what minimum Operating System (OS) Xap supports for mobile apps including Xap Connect - For Educators and Xap Smile - For Guardians for both Apple iOS and Android. As a general rule Xap will support an OS for the same period as the manufacturer. iOS & iPadOSFew readers

• Why does my ‘Last Bill’ show as $0 on my first invoice show as $0?

  Why does my ‘Last Bill’ show as $0 on my first invoice show as $0? When your service migrates from another software vendor to the Xap platform, past statements or invoices are not migrated. Xap only migrates the outstanding balance for each parent account. Therefore, when guardians receive a first invoice from Xap platform, they will see last bill as $0.00 on their invoice as shown on the screenshot below. The outstanding balance migrated would be included as a line item in Current Charges.Few readers

• COVID-19 - FAQ's & GOVT links

  COVID-19 - FAQ's & GOVT links FAQ's Can I still waive the GAP? YES, until the 30th June 2022 Services can waive the GAP Fee and receive the CCSS if a child is unable to attend care. For further information regarding these requirements: DESE – GAP Fee Waiving 2. How many absences do Families get? Families can get up to 42 Allowable absences per child per financial year with the additional 10 being added. For further infFew readers

• COVID-19 - Service Management GAP & Billing Management

  COVID-19 - Service Management GAP & Billing Management This article contains the links to the various Xap Guides to assist you with managing COVID-19 related processes for your Service within the Xap program. GAP Until 30 June 2022, services can waive the gap fee and receive Child Care Subsidy (CCS) if a child is unable to attend care for one of three reasons. They, or a member of their immediate household, must isolate due to COVID-19. The service, or a room at the service, isFew readers

• COVID-19 - Family Communication

  COVID-19 - Family Communication Family Communication Communicating with your Families during this period is key to ensure that all important information is being provided to them. Some of the items that will help your Families are: Absences Many Families are keeping their children home due to sickness or Government requirements. The link below can be sent to your Families for communication to advise them on how to mark their child absent via the WEB Portal or the Smile APP. PoFew readers

• COVID-19 Service Management Operational Information

  COVID-19 Service Management Operational Information This article contains the links to the various Xap Guides to assist you with managing COVID-19 related processes for your Service within the Xap program. Operational Status You may need to change your Operational Status information, depending on your Services situation. Operational Profile – CBC/Kindy-Preschools Operational Profile – OSHC & VACFew readers

• QLD Kindergarten FAQ's

  QLD Kindergarten FAQ's This article will assist you with some common QLD Kindergarten queries. Q1 How do I manage Public Holidays? A. To report the correct information on Forecast & Acquittals, public holidays will need to be marked as Absent and left on the rolls. If your fees are calculated (Term Based Fees) not including these days, the public holiday dates will still need to be left on the rolls to populate the forecast and acquittal information correctly. If the public holidaysFew readers

• Xap Help Pages

  Xap Help Pages This article contains the list of all Xap Help Pages. Each page contains links to Help Articles and Videos to assist you with using the program to it's full potential. Bookings Help Page - Bookings Management Guides & Links Help Page - Booking Reports Help Page - Bus & Excursions List (https://hFew readers

• FAQ - New Xap Customers

  FAQ - New Xap Customers We have attached a few guides below in relation to Frequently Asked Questions from services who have also recently gone live on the Xap software. Please bookmark these guides to assist you as you navigate along your new journey. CCS Session Reports and Enrolments: How To Submit CCS Session Reports&x20; Identifying CCSS Sessions that have CCSS errors that need to be resolved (https://helFew readers

• Managing End of Year Processes 2025/2026

  Managing End of Year Processes in Xap for the calendar year 2025/2026 At the end of the year, some Services may choose to close for periods. This may be for: Public holidays Days other than Public Holidays Other items you may change for your Service could be: Changing/Updating your Fees Or changing your Operational hours Closing Rolls eg. ASC/BSC but still running VAC Stopping Tours during a period Closure dates for CCSS CCSS have advised that their closure daFew readers

• Help Page - COVID-19 Links & Guides

  Help Page - COVID-19 Links & Guides This article contains the links to the various Xap Guides to assist you with managing COVID-19 related processes for your Service within the Xap program. Family Communication COVID-19 - Family Communication Service Management COVID-19 - Service Management GAP & Billing Management (https://help.xap.rocks/en/article/covid-19-service-management-gap-billFew readers

• Recommended Reports prior to change of CCS Software

  Recommended Reports prior to change of CCS Software This article will assist you with recommended reports to obtain from your prior to your change of CCSS Software. These reports will assist you with managing your current information for your Migration. However it is also recommended to keep these reports in case prior session adjustments are required.Few readers

• Xap Audit Trail

  Xap Audit Trail This article will assist you with viewing and filtering details with the Xap Audit Trail module. When would you use the Audit Trail An audit trail provides users with a comprehensive record of actions and events within a system, enabling them to track and review changes made over time across diverse areas such as booking management, financial transactions, user settings, and more. By accessing the audit trail, users can easily monitor who performed specific actions, whaFew readers

• Service closures for mandatory child safety training

  Service closures for mandatory child safety training Starting in 2026, CCS-approved early childhood education and care (ECEC) services will be able to close for short periods to allow staff to complete mandatory child safety training.Few readers

• Whitelisting Xap Domains for Secure Access

  Whitelisting Xap Domains for Secure Access Xap uses an advanced Web Application Firewall (WAF) through Amazon Web Services (AWS) to keep your data safe and secure. Why Use Domain Whitelisting? Some customers may choose to use a Whitelist (also called an Allow list) on their network.  Xap strongly recommends whitelisting domains instead of static IP addresses because: Our WAF uses dynamic IP addresses, which change periodically. IP-based rules can break wFew readers