Getting help

This guide is for a participant. You can ask for help without creating a worker account or giving anyone your sign-in code.

Help with your paperwork

Ask your worker about agreements, shifts, timesheets, invoices or files they added. If something looks wrong, ask before signing or arranging payment. These guides explain agreements, timesheets, invoices and documents.

You can also read the participant help pages, help index and participant demonstration without signing in.

Contact ThimbleCare

On the web, select Settings, then Contact support, then Email ThimbleCare support. For written guides and samples, select Guides and demonstrations. In the native app, open Settings or Help and support, then Guides and demonstrations; the public guides and captioned videos open in your browser without signing in. The address is hello@thimblecare.com. Native Help also provides the support address.

Tell support:

1. The screen heading and whether it was the web or phone app.
2. What you wanted to do.
3. The message shown.
4. Whether you can now see a saved, requested, queued or confirmed record.

Include a useful Technical detail only after checking it for private information. Do not email care notes, appointment documents, passwords, sign-in codes or private invitation links. Support can explain the right path for sensitive information.

Your support team

My support team shows the available worker, supporter, nominee, plan-manager and coordinator information. Each role has different powers. Adding general doctors or emergency contacts is unavailable on the web contact page. Use Adding a supporter or nominee for those separate working paths.

Safety and concerns

If you are in immediate danger, call 000. Open the incident screen's Help for other contact options, and contact the service directly if you need assistance. ThimbleCare is not an emergency service and does not report incidents to authorities for you.

You can record a concern using My incident logs. Saving a log or choosing compliance visibility does not guarantee someone is responding now.

When an action is uncertain

A request or queued message does not prove email delivery. If saving, signing or sending was not confirmed, reopen the relevant record before repeating it. If the page says an action is unavailable, ask about another supported path; do not borrow another person's account.