If you believe you have an issue when using the software, we need to know about it. There are a few steps you can take to help us out in making sure that we have as much information to diagnose whether the issue is valid and what steps to take moving forward.
For all suspected issues, we will need the following:
What were you trying to do?
How were you trying to do it?
What section were you in when you were trying to do it?
What happened?
What were you expecting to happen?
Are there any error messages?
Are any other areas affected?
✅ The more information you can provide for us, the fewer questions we need to come back to you with and the quicker we can diagnose what is happening!
Screenshots and videos?
Screenshots or even screen recordings are often the most helpful pieces of evidence to show what you are referring to. The best screenshots show everything being described and ideally the URL (web address) as well.
The videos don't have to be an Academy Award contender, as long as we can see clearly what is happening, even pointing a phone camera at the screen and recording from there can work!
Issues relating to a booking
Which booking was it?
Date
Time
Booking type
Carer(s) and/or client names
Issues relating to a task
The client's name
The name of the task
The time of the task
Whether the task is scheduled, linked or using a recurrence rule
Is it a new task or a task that already existed?
Carer companion app and managed devices
For any issues relating to the carer companion app, we will also need the following:
The carer's name
Whether the phone has been provided by us or not
The operating system and number
Android
iOS
The version number of the app
Whether the phone is connected via WiFi or data
Have you tried uninstalling and reinstalling the app, as well as turning the phone off and on again (Seriously!)
Is the new sync method enabled?
When the app was last synced on the rota screen
Repeat issues?
If you are experiencing multiple occurrences of the same issue, we will need you to provide the same information each time. This is because similar outcomes can come from completely different sources. We need to do our due diligence as well and make sure that we treat each instance separately to make sure that they are/aren't the same thing.
Giving us permission to log in to investigate further
For certain issues, we may request permission to log in to investigate. We will need your express and written consent to continue, if you say no - we can't log in. If you are on the phone, we will need to raise a ticket to