Caregiver App Support
Help with the Nestaid Caregiver app for iPhone — signing in, clocking in and out, dictating visit notes, and managing your account.
1. How to Get Help
The fastest way to get help depends on what you need:
- Schedule, shifts, or client questions — call your agency office. Your coordinator manages your schedule and can fix most issues on the spot.
- App problems (sign-in, crashes, something looks wrong) — email us at support@nestaid.us. Include your name, your agency’s name, your iPhone model, and a screenshot if you can — it helps us fix things faster.
2. Signing In & Password Help
Nestaid Caregiver accounts are created by your agency — there is no in-app sign-up. Your agency sends you an email invitation where you set your password, and then you sign in to the app with that email and password.
Forgot your password?
- Call your agency and ask for a password reset.
- They’ll email you a secure link — tap it, choose a new password, and sign back into the app. The link expires after 24 hours, so use it soon.
Never got an invite?
Ask your coordinator to send (or resend) your mobile app invitation from their Nestaid dashboard. Check your spam folder too.
3. Location Troubleshooting
The app needs your location only when you clock in and out — it’s how visits are verified for Electronic Visit Verification (EVV). If clock-in says it can’t get your location or you appear too far from the client:
- Open iPhone Settings → Privacy & Security → Location Services and make sure Location Services is on.
- Find Nestaid in the list and set it to While Using the App, with Precise Location turned on.
- If your position looks stale, tap Refresh location on the clock-in screen, or step near a window — GPS is weakest deep indoors.
- You must be within the geofence of the client’s address to clock in. If you are at the right address and still blocked, the address on file may be wrong — call your agency.
The app never tracks your location in the background or between visits.
4. Microphone Troubleshooting
The microphone is used only when you tap the mic button to dictate your visit notes. If dictation won’t start or says microphone access is off:
- Open iPhone Settings → Apps → Nestaid (or scroll to Nestaid in Settings) and turn Microphone on.
- Speak normally, holding the phone as you would on a call. Tap the stop button when you finish — your note is written up automatically and you can edit it before submitting.
- If the note comes back empty, try again a little closer to the phone and away from loud background noise.
Recordings are used only to produce your written note and are not stored after transcription — see our Privacy Policy.
5. Deleting Your Account
You can request deletion of your Nestaid Caregiver account and personal information at any time:
- Through your agency — ask your coordinator to deactivate and delete your caregiver account, or
- Directly with Nestaid — email support@nestaid.us with the subject “Delete my account” from the email address on your account.
We confirm and complete deletion requests within 30 days. One important note: EVV visit-verification records and care documentation are healthcare records that your agency may be legally required to keep under state and federal Medicaid rules — those records are retained as required by law, but your account is closed and your sign-in and personal profile are removed.
6. Support Availability
Email support is monitored Monday through Friday, 9 AM to 6 PM Eastern Time. We aim to respond within 1–2 business days.
For anything urgent about today’s shifts — running late, a client emergency, a visit you can’t make — always call your agency office directly rather than emailing; they can act immediately.