When you’ve opened the Carer App from your smart phone you’ll be prompted for your email and PIN code. If you’ve forgotten your PIN, select “Forgot your PIN?” From the bottom left and you’ll be asked for your email and then click reset.
An email will be sent to your email address with a link where you will be able to enter a new PIN.
To address other login issues beyond a forgotten PIN:
Ensure that you are using the latest version of the Carer App
Ensure that the email you are using is the correct one, if you have multiple email addresses.
Reinstalling the app can also resolve potential data corruption issues.
Please note:
Carers only have access to the Care App and not the Care Office. You will not be able to log in to the Care Office on a desktop with the log in details of the Care App if your access level is only for Carers. If you believe that you need access to the Care Office then please reach out to your site Admin as we will not be able to change you access level to Senior Carer or Admin.
Troubleshooting Common PIN Errors
App PIN Stops Working After Changing Your Email Address
If you recently updated your email and your App PIN stops working, follow these steps:
Check for App Updates: Navigate to the profile section within the app and confirm you're running the latest version.
Reset the PIN: Use the new email address to reset your PIN, following the app's instructions precisely.
Re-Add Your Account: If the PIN reset fails, ask your site Admin to delete your account in the Care Office and re-add you. Once you receive the new invite, set up your PIN and try logging back in with the new email and PIN.
"Incorrect PIN" or "Email and PIN Do Not Match" Errors
When encountering these errors:
Reinstall the App: Refresh the app by uninstalling and reinstalling it.
Log In Again: Attempt logging in using your latest credentials after reinstalling. By following these steps, most PIN-related issues can be resolved effectively.
An email from us containing instructions on how to reset your PIN will be sent to your email address.
After resetting your PIN, ensure you reinstall and update the app if logging in persists as an issue. Confirm that the reset email is not directed to your spam folder, and double-check the instructions for accuracy while resetting the PIN.
