Support
What we commit to, in hours rather than adjectives. An owner who knows what to expect is happier than one promised instant help who waits four hours.
Our commitment
First reply
1 business day
Usually much faster. This is the commitment, not the average.
Channel
Email and in-app
Both reach the same people. No ticket triage tiers.
Cost
Included
On every plan, including during the free trial.
How to get help
Email us
hello@getcareverify.com reaches the whole team. Tell us your agency name and what you were trying to do. Never include a client's name or health information in an email. Give us the visit date and the caregiver instead and we will find it.
In-app help
The help option inside the app sends us the screen you were on and your account, which usually saves a round of questions.
Onboarding
Setup help is included and done by a person. If you would rather hand us a spreadsheet of clients and caregivers than type them in, send it over and we will import it.
Security issues
Suspected vulnerabilities go to security@getcareverify.com, acknowledged within one business day. See our security page.
What our hours actually look like
We are a US-based team working Monday to Friday, US business hours. Most email gets answered the same working day, and the one business day commitment above is the outside limit rather than the average.
Weekend email is monitored for anything that stops caregivers checking in or blocks payroll. A question about a report will wait until Monday.
We are describing this rather than claiming 24/7 coverage because you can plan around a known limitation. You cannot plan around a promise that quietly is not kept.
If something looks broken
Check status.getcareverify.com first. It shows current status and incident history, and it is hosted separately so it stays up when we do not.
Tell your caregivers to keep checking in as normal. The app records visits offline and never blocks a check-in, so an outage on our side does not cost you the visit record. Everything syncs when connectivity returns.
Common questions
Do you offer phone support?
Not as a standard channel. We are a small team in a different time zone from our customers, and a phone line we could only staff for part of the day would set an expectation we cannot keep. For onboarding, or when something is genuinely stuck, we schedule a call. Ask and we will book one.
What if I have an urgent problem outside your hours?
Email us anyway. Anything that stops caregivers checking in or blocks payroll gets picked up first thing and treated as urgent. Because check-ins work offline and are never blocked, an outage does not stop visits being recorded, which takes the worst case off the table.
Is there a cost for support or onboarding?
No. Support, onboarding help and data import are included on every plan. If we cannot get you running without charging you extra, that is a problem with our product rather than a billing opportunity.
Can you help my caregivers directly?
Yes. If a caregiver is having trouble with the app, they can email us and we will help them, then tell your office what happened. We would rather fix it than have it bounce through you.
Still stuck?
Email us. There is no form to fill in and no queue to join.