Mobile App Troubleshooting

Common Issues - What to Check 

The Caregiver Can't Log In

  • Please make sure they are entering their credentials correctly and that their date of birth is in the system
  • They will need to know their employee code and the agency ID in order to log in
  • The caregiver must be connected to the internet to log in
  • The caregiver must be marked as an active employee in CareTime

The Caregiver Doesn't See Any Jobs Nearby 

  • Check the agency settings, is it set to scheduled visits only? If so, only scheduled visits will appear 
  • Check the agency settings, is it set to require employee relationships? If so, the caregiver must be assigned to that client in the client's profile
  • The caregiver may not be at the location of the job 
  • The google address was not selected when entering the address in the client's profile 

When Trying to Clock In the App Says "Scan Bluetooth" 

  • The caregiver is not at the client's address
  • The google address was not selected when entering the address in the client's profile 
  • The caregiver does not have their phone permissions set to allow the app to use GPS/tracking
  • Check the agency settings, is it set to bluetooth visits only? If that was set by accident, switch the setting to no
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