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A carer cannot sign in

A checklist for managers: the care group code, the username, an archived account and a new password.

Use this checklist when a carer cannot sign in to the BetterCare Android app. Carers sign in with the care group code, their username and their password. Carers cannot sign in on the web.

Checklist

  1. Give the carer the 6-digit care group code. If the app says Speak to your manager for the access code., the code is wrong. See Your care group code.

  2. Open Staff in the sidebar, then open the carer's record.

  3. Under Sign-in details, check the Username. Give it to the carer exactly as it shows.

  4. Look for the Archived label. An archived carer cannot sign in. To fix this, unarchive the carer. See Archive and unarchive a staff member.

  5. If the carer forgot the password, click Set new password. Give the new password to the carer. See Set a new password for a carer.

A carer's staff record with the Username marked 1 and Set new password marked 2

Other causes

  • Wrong username or password.: the carer typed a value that is not correct. Check the username, then set a new password if necessary.

  • Too many tries.: the carer must wait for the time that the app shows.

  • Must change password in app: the carer has a temporary password. After they sign in with it, the app asks for a new one. A temporary password stops working after 14 days. See I must change my password.

  • A carer who has an email address gets Send password recovery link in place of Set new password. See Send a password recovery link.

  • The app asks for an update. See "Update BetterCare" shows.

  • The phone has no connection. The carer must be online to sign in.

Never ask a carer to tell you their password. A password you set shows only once. See Why you cannot see a carer password again.

For the carer's own steps, send them I cannot sign in.

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