Support

Contact your office first. They can do the things we cannot: reset your password, fix a rota that looks wrong, add a visit, correct your hours, or set you up if you are new. Their number is the one you already ring about your shifts.

If the app itself is broken — it will not open, a screen is blank, something crashes — there is a Report button inside the app. It sends us the screen you were on and what went wrong, which is far quicker than describing it.

• “It says I am too far away to clock in.” The app checks you are at the client’s address. If you are there and it still refuses, scan the QR code in the client’s folder, or send a force-login request from the app — it asks why, and the office answers it while you wait.
• “I cannot see today’s visits.” The rota comes from your office. If a visit is missing, it has not been assigned to you yet — ring them.
• “I am not getting notifications.” Check notifications are allowed for My Care Academy in your phone’s Settings, then open the app once to re-register.
• “It will not let me finish the visit.” The screen lists what is still outstanding. Your office chooses which parts of the record have to be filled in before a visit can be closed, so nothing is left blank on a client’s file.

For problems with the software itself, email hello@mycareacademy.co.uk. We answer within one working day.

My Care Academy is operated by HG Care, Unit A1, The Embankment, Vale Road, Stockport, SK4 3GN.

For anything about the information held about you — seeing it, correcting it, deleting it — please read the privacy notice. Those requests go to the care company you work for or receive care from, because they hold the record.