Troubleshooting & Documentation

Creating Your Account

To get started with CareTick, download the app and tap Sign Up. You'll be asked to enter your name, email address, and a secure password. You'll also select your role, participant, carer, or provider, which determines what features you'll see in the app.

After submitting, check your inbox for a verification email. Tap the link in the email to confirm your account. If you don't see it within a few minutes, check your spam or junk folder. You can request a new verification email from the login screen by tapping Resend Verification.

Logging In & Resetting Your Password

Open the app and enter the email and password you used during registration. If your credentials are correct and your email is verified, you'll be taken straight to your dashboard.

If you've forgotten your password, tap Forgot Password on the login screen. Enter your registered email address and we'll send you a reset link. Follow the link, set a new password, and you'll be able to log in again immediately. Password reset links expire after a limited time, so use them promptly.

Understanding Your Role

CareTick has three roles, each with a tailored experience. Participants are the people receiving care, they can check in and out of sessions, view their session history, and manage their contacts. Carers provide support to participants, they can see linked participants, receive notifications, and view session reports. Providers manage care delivery at an organisational level.

Your role is selected during registration and determines which screens, features, and notifications are available to you. If you believe your role was set incorrectly, contact your administrator or reach out through the app's Contact Us form.

Setting Up an NFC Wearable

NFC wearables let participants check in to sessions with a simple tap. To register a device, go to Settings > Devices and tap Add Device. Hold the wearable against the back of your phone when prompted, the app will read the device's unique identifier and link it to your account.

Supported devices include NFC-enabled wristbands, tags, and cards. Your phone must have NFC hardware and it must be enabled in your phone's system settings. Most modern Android and iOS devices support NFC, but some budget phones may not, check your phone's specifications if you're unsure.

Troubleshooting NFC Tap Issues

If the app isn't detecting your NFC wearable, start by confirming that NFC is enabled in your phone's system settings (usually under Connections or Connected Devices). Make sure you're holding the wearable against the NFC reader area of your phone, typically near the centre of the back.

Some phone cases, especially thick, metallic, or magnetic ones, can interfere with NFC signals. Try removing your case and tapping again. If the issue persists, restart the app and ensure your phone's operating system is up to date. Not all phones support NFC, check your device specifications if unsure.

Removing or Replacing a Device

To remove a registered device, go to Settings > Devices, select the device, and tap Remove Device. This unlinks it immediately.

To replace a device, for example, if your wristband is lost or damaged, first remove the old device using the steps above, then register your new device by tapping Add Device and holding the new wearable to your phone. Only one device can be active on your account at a time.

Adding a Contact

Contacts are the people who receive notifications about your sessions. As a participant, you can add carers or family members from Settings > Contacts > Add Contact. Enter their name and email or scan their QR code.

As a carer, you can add contacts to receive updates about participants you support. Once added, they'll receive an invitation to confirm the connection. Notifications won’t be sent until accepted.

Managing Contact Notification Preferences

Once contacts are linked, go to Settings > Contacts, select a contact, and toggle notification types on or off. This lets you customise who is notified for check-ins, check-outs, missed sessions, and other events.

To remove a notification contact entirely, select them from the contacts list and tap Remove. They will stop receiving all notifications immediately. You can re-add them later if needed.

Not Receiving Notifications

If you're not receiving notifications, start with these checks: open your phone's Settings > Notifications and make sure CareTick is allowed to send notifications. On Android, also check that battery optimisation isn't restricting the app, go to Settings > Battery > App Battery Management and set CareTick to Unrestricted.

Additionally, ensure Do Not Disturb mode is turned off, and that the app has the necessary permissions enabled (you can check this in Settings > Apps > CareTick > Permissions). If you're a contact, confirm that the participant or carer has enabled notifications for you in their contact preferences. If notifications still aren't arriving, try uninstalling and reinstalling the app.

Viewing Notification History

All past notifications are accessible from the Notifications tab in the app. This screen shows a chronological list of every notification sent to your account, including check-in alerts, session updates, and link requests.

Tap any notification to view its details. Notifications are stored for the life of your account, so you can always refer back to past activity. Use this screen to verify that notifications are being delivered or to review session events you may have missed.

Checking In with NFC

To start a session using NFC, open the app and navigate to the Check In screen. Hold your registered NFC wearable against the back of your phone. The app will detect the device and begin the check-in process automatically. .

You'll see a confirmation screen once the check-in is recorded. The session is now active, and any linked contacts will be notified according to their notification preferences. Make sure NFC is enabled on your phone before attempting to check in.

Checking In with QR Code

If you don't have an NFC wearable, you can check in by scanning a QR code. From the Check In screen, tap Scan QR Code. Point your phone's camera at the QR code provided by your carer or at your session location.

The app will read the code and start your session. A confirmation screen will appear once the check-in is recorded. QR code check-in is available to all users regardless of whether their phone supports NFC.

Manual Check-In

Manual check-in is available when NFC and QR code options aren't practical, for example, if your wearable is unavailable or there's no QR code at the location. From the Check In screen, tap Manual Check-In and confirm your session details. .

Manual check-ins are flagged differently in reports to distinguish them from NFC and QR check-ins. This helps providers and carers maintain accurate records. Use manual check-in as a fallback rather than a primary method when possible.

Checking Out of a Session

When your session is complete, check out using the same method you used to check in, tap your NFC wearable, scan the QR code, or use the manual option. Go to the Active Session screen and follow the prompts to end your session.

A confirmation will appear once the check-out is recorded, and the session duration will be calculated automatically. Linked contacts will be notified of the check-out. If you forget to check out, the session may be flagged for review by your carer or provider.

Session Reports

After a session ends, participants and carers can add a report with notes about how the session went. Go to Session History, select the session, and tap Add Report. You can include written notes and any relevant details about the care provided.

Session reports are visible to linked carers and providers, helping everyone stay informed about the participant's care. Reports can be viewed at any time from the session history screen. Once submitted, reports cannot be edited, so review your notes before saving.

Non-NDIS Check-Ins

Non-NDIS check-ins are used for sessions that fall outside the National Disability Insurance Scheme, for example, private care arrangements or informal support visits. When checking in, select Non-NDIS as the session type.

These sessions are tracked and reported separately from NDIS sessions, ensuring your records remain accurate for both funded and non-funded care. Non-NDIS sessions appear in your session history with a distinct label so they're easy to identify.

Viewing Reports

To view reports, navigate to the Reports tab. Carers see an overview of all sessions across their linked participants, while participants see their own session history. You can filter reports by date range, session type, or participant.

Tap any session to view its full details, including check-in and check-out times, session duration, the method used (NFC, QR, or manual), and any attached session reports. Reports can be useful for reviewing care patterns, verifying service delivery, and preparing for plan reviews.

Linking a Carer to a Participant

Linking connects a carer to a participant so they can view sessions and receive notifications. To start the linking process, either the carer or participant can initiate it from Settings > Linked Accounts > Link New Account.

The simplest method is QR linking, one party displays their QR code and the other scans it. Alternatively, you can send a link request by entering the other person's email address. The receiving party must confirm the request before the link is active. Once linked, the carer can view the participant's session history and receive notifications.

Starting a Transport Session

Transport sessions are used to log travel time associated with care. To start one, go to the Check In screen and select Transport as the session type before checking in.

The session will track the duration of the transport just like a standard session. Check out when the transport is complete. Transport sessions are reported separately, making it easy to distinguish between care time and travel time in reports and invoices.

Updating Personal Information

To update your profile details, go to Settings > Profile. You can edit your name, phone number, and other personal information. Tap Save when you're done.

Your email address is used for login and notifications. If you need to change your email, you'll be asked to verify the new address before the change takes effect. Keep your profile information current so that your carers, participants, and providers can reach you when needed.

Subscription & Upgrades

Participants can manage their subscription from Settings > Subscription. This screen shows your current plan, what's included, and any available upgrades.

To upgrade, select the plan you'd like and follow the in-app purchase prompts. Subscriptions are managed through your device's app store (Apple App Store or Google Play), so billing, renewals, and cancellations are handled there. If you have questions about what's included in each plan, check the plan comparison on the subscription screen.

Can't Link to a Carer/Participant

If you're having trouble linking to a carer or participant, first ensure both parties have verified CareTick accounts and are using the correct roles. A carer can only link to a participant (and vice versa), linking between two accounts of the same role isn't supported.

Check that the email address entered matches exactly, including any trailing spaces. If using QR linking, make sure the camera has permission to scan and that the QR code is clearly visible. If a link request was sent but not received, ask the other party to check their Notifications tab. If issues persist, try having the other party initiate the link request instead.