PCC Push Failed: What Information to Send Support

Last updated: June 9, 2026

PCC push issues are easier to resolve when exacare ai support can see exactly where the workflow failed. Before contacting support, gather the details below so the team can review the correct referral, resident, facility, and error.

When to use this

Use this article if:

  • You tried to push a referral from exacare ai to PointClickCare.

  • The push failed, showed an error, or did not complete as expected.

  • The patient, details, contacts, allergies, conditions, or documents did not appear in PCC.

  • You are not sure whether the issue is in exacare ai, PCC, or the connection between the two systems.

Before contacting support

First, try these quick checks:

  1. Confirm you are working in the correct facility in exacare ai.

  2. Refresh the referral and the PCC page.

  3. Check whether the patient is in External Pending, the resident list, or the expected merged resident record in PCC.

  4. If the issue is only with documents, check the resident’s Docs, Misc, or configured document category in PCC.

If the issue is still not resolved, contact exacare ai support with the information below.

What to send support

Please send the details you have. It is okay if you do not have every item.

Who and where

  • Facility name

  • Patient or resident name

  • Referral link in exacare ai

  • PCC resident ID or record number, if you have it

What happened

  • The date and approximate time you tried the push

  • Whether the resident was created new, merged, or readmitted

  • Which step failed, if you know it

  • What is missing or incorrect in PCC

Examples:

  • “The patient is in PCC, but the documents are missing.”

  • “The push failed during Step 3.”

  • “Contacts did not appear in PCC.”

  • “The patient is not showing in External Pending.”

Error or screenshot

If you see an error, please send either:

  • A screenshot of the error, or

  • The exact error text

Helpful screenshots include:

  • The exacare ai PointClickCare tab

  • The push status or error message

  • The resident profile in PCC

  • The PCC page where you expected the information to appear

Simple message you can send

You can copy this and fill in only what you know:

Hi exacare ai support,

I’m having trouble with a PCC push.

Facility:
Patient/resident:
Referral link:
Approximate time of push:

What happened:
[Example: The patient pushed to PCC, but the documents are missing.]

Error message or screenshot:
[Attach a screenshot or paste the error text, if available.]

What support will do next

exacare ai support will review the referral, facility, PCC push status, and screenshots. Depending on the issue, support may help confirm the correct PCC record, identify a missing required field, review whether the push needs to be retried, or escalate the issue for deeper investigation.

Related articles

  • Push to PCC: Common Errors and What They Mean

  • Why Did the Patient Push to PCC but Documents Did Not?

  • What to Include When Contacting exacare ai Support