After you tap Finish, BetterCare uploads the recording. Your recording stays on the phone until the upload is complete. Use this article when the upload does not finish.
Find the recording
On the Record tab, tap 1 recording needs your action (1). If more than one recording needs your action, tap the recording in the list.
Read the screen of the recording. It tells you the problem.
What the screen tells you
Saved for upload and No connection. The upload starts when you're back online. Connect the phone to Wi-Fi or mobile data. You do not need to do more.
The connection is weak. The upload continues by itself. Wait. Move to a place with a better connection if you can.
Uploading the recording: the upload is in progress. You can leave this screen. The upload continues.
Upload stopped with Try upload again: connect the phone, then tap Try upload again (2).
Upload stopped with a message that ends Ask your manager.: the app cannot send this recording. Tell your manager. Do not record it again unless your manager tells you to.
Paused and Finish the recording to upload it.: open the recording and tap Finish.
Help the upload
Keep the phone connected to the internet.
Keep BetterCare open until the upload is complete, if you can.
Do not clear the app data. Do not remove or install the app again. Recordings that are not sent are lost if you do.
Before you sign out, use Finish and sign out. It waits for the uploads. See Finish and sign out.
When to ask for help
Ask your manager when the screen says Ask your manager, or when Try upload again does not work after you connect. You can also tap Help, then Speak to support. Do not put resident names or health details in the chat.
For more about a weak connection, see Use the app with a weak or no connection.