The common reasons a sign-in fails and how to fix each one.
For managers and carers
Work through these checks
- Check the address. Staff sign in at app.care-app.uk. Family members sign in at app.care-app.uk/family/login.
- Check your email address. Use the one your manager invited, with no spaces.
- Reset your password. Type your email, press Forgot your password? and use the link in the email. Check your junk folder.
- "Link Invalid"? Invite and reset links work for one hour and only once. Request a new one with Forgot your password?
- Signed out unexpectedly? Each account can be signed in on one browser and one phone or tablet at a time. Signing in somewhere else signs you out here. Do not share your login.
- Asked for a 6-digit code? Open your authenticator app and type the current code for Care App. If you have lost your phone, ask your manager to contact us.
- "Trial is paused" or "account has been suspended"? Your organisation's account needs attention. Speak to your manager.
- "You're Offline"? Care App needs signal to open. Move somewhere with signal or Wi-Fi and press Try Again.
Good to know
- Passwords must be at least 10 characters.
- If you have left or your account was disabled, you will not be able to sign in. Speak to your manager.
- Managers: if a carer never got their invite, check the email address on their profile is right.
Still stuck? Email hello@care-app.uk and tell us which screen you were on. We aim to reply within a few hours.