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Answers first, and a person if you need one.

Search the help articles, browse by topic, or send us the question directly. Most support requests are answered within two working days.

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Account and login

Signing in, resetting a password and choosing the right portal.

Which login should I use?
Families and Service users use the Family Portal. Professional carers and agency coordinators use the Agency & Admin Portal. If you pick the wrong one you can switch on the same page — nothing is lost.
I have forgotten my password.
Choose “Forgot password” on the login page and we will email you a reset link. The link expires after a short period for security; request a new one if it has run out.
Can I have more than one supported user on one account?
Yes. Family and Care+ accounts can support more than one person, each with their own trusted circle and permissions. The plans page sets out what each plan includes.

Reminders and check-ins

Setting up routines, changing times and understanding escalation.

How do I change the time of the daily check-in?
The supported user can change it in their settings at any time. Family members cannot change it on their behalf — the routine belongs to the person following it.
What happens if a check-in is missed?
Aethelbridge Care follows the escalation preferences set during setup: a reminder first, then a notification to the trusted circle after the interval you chose. Both the interval and who is notified are configurable.
Can a reminder be answered by voice?
Yes. Check-ins and medication reminders can be answered by speaking rather than tapping, which many people find considerably easier.

Alerts and notifications

Who gets told what, and how to tune it.

Why am I not getting notifications?
Check that notifications are enabled for Aethelbridge Care in your phone's settings, and that you have alert permissions in the trusted circle. Both need to be on.
I am getting too many notifications.
Notification preferences are per person. You can keep emergency alerts on while moving routine updates to the dashboard only, so your phone stays quiet for the ordinary things.
Does an emergency alert contact the emergency services?
No. An emergency request alerts the trusted circle you have chosen. It is not a monitored alarm service and does not contact 999 on your behalf. In a life-threatening emergency, always call 999 directly.

Billing and subscription

Plans, trials, invoices and cancellation.

When will I be able to subscribe?
Checkout opens at launch. Until then, joining the waitlist reserves your place and means you hear the price before anyone asks you for anything.
How do I cancel?
Subscriptions will be cancellable from your account at any time, with access continuing to the end of the period you have paid for. Full terms are published with the Terms of Use before checkout opens.
How are agency plans arranged?
Agency plans are arranged with our team rather than bought online, so the arrangement can reflect how your organisation works. Request an agency demo to start that conversation.

Apps and devices

What runs where, and what you need.

Which devices are supported?
iOS and Android apps for Service users and families, plus a web portal. A Windows companion for care teams is planned. Nothing requires new hardware.
Does my parent need a new phone?
No. Aethelbridge Care is designed to run well on the phone someone already owns, including older devices.
Are the apps available now?
Not yet. The Download Centre will list the store links as each app is published; until then it shows what is coming and when.

Privacy and data

Consent, sharing, exports and deletion.

Who can see my information?
Only the people you have added to your trusted circle, and only the specific things you have shared with each of them. You can see exactly what each person can access, and change it whenever you like.
How do I stop sharing something?
Open your trusted circle, choose the person, and switch off the permission. It takes effect immediately and you do not need anyone's approval.
How do I request a copy of my data, or ask for it to be deleted?
Use the contact form and choose “Privacy or data request”, or write to us directly. Our Data Protection page explains what we hold and how requests are handled.

Help articles

Answers, written the way we'd explain them on the phone.

Search by what you're trying to do, not by what it's called.

UK-based support, 8am–10pm, seven days a week.

Still stuck

Send us the question.

Tell us what you were trying to do and what happened instead. That is genuinely the most useful thing you can send us.

Please do not include health or medical details. If someone is in immediate danger, contact the emergency services on 999 — Aethelbridge Care is not a monitored alarm service.

Please do not include health or medical details. If someone is in immediate danger, contact the emergency services on 999 — Aethelbridge Care is not a monitored alarm service.

What you expected, what happened instead, and which device you were using. Please leave out health details.

We use your details only to answer this enquiry and, where you have agreed, to send updates. You can unsubscribe at any time. Read our Privacy Policy. Please do not include medical details in this form.

System status

A public status page will go live alongside the product, showing the health of the apps, the portal and notifications, plus any planned maintenance. Until launch there is no service to report on, so we are not publishing a status page that would only ever say “all clear”.

Report a problem

Guides

Longer reads that often help.

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