Support
Questions about CareYeti, a problem signing in, or something that does not look right? Email us and a person will reply.
Please do not put client names or other health information in the email.
For caregivers
I forgot my password.
On the sign-in page choose "Forgot your password?" and enter the email on your account. We email you a link that works for 1 hour.
My invitation email never came, or the link stopped working.
Invitation links work for 72 hours. Use "Forgot your password?" with the same email to get a new link, or ask your agency administrator to check that your email address is right.
How do I clock in without the app?
Call the phone number your agency gave you and enter your PIN when asked. Your agency gives you both the number and the PIN.
The client cannot sign when I clock out.
If your agency has set up reasons, pick the one that fits when you clock out. If no list appears, ask your agency administrator to add the reasons your agency uses.
I lost my phone or my authenticator app.
Email support@careyeti.com from the address on your account. We confirm with your agency before we reset anything, and you set up the authenticator again the next time you sign in.
I want my account deleted.
You can delete your own login from the app. Some records, such as visits you worked and payroll records, have to be kept by law; the Privacy Policy explains which and why.
For agency administrators
How do I add a caregiver or another administrator?
Add them in the app. A person who is new to CareYeti gets an email with a setup link that works for 72 hours. Nobody is given a password by email.
The person I added already has a CareYeti login from another agency.
They are added to your agency and get an email saying so. They keep using their existing email and password, and your agency cannot see their other agencies.
An administrator lost their authenticator app and backup codes.
Email support@careyeti.com from an administrator address of your agency, and tell us who needs the reset. We verify the request with you before we clear it. That person sets up the authenticator again at their next sign-in.
Why can I not delete my own account?
If you are the only administrator of an agency you cannot delete your own login. Make another person an administrator first, then delete yours.
I need to set up or change our HHAeXchange connection, IVR number or no-signature reasons list.
Email support@careyeti.com with your agency name. We set these up for you.
What should I leave out of an email to support?
Client names, addresses, birth dates and other health information. Tell us the visit date, the caregiver's first name or the screen you were on, and what you expected to happen. We will ask for more only if we need it, and will tell you how to send it safely.
Read how we handle your information in the Privacy Policy and the Terms of Service.