Getting help
This guide is for a support worker. Start with the help index or the worker help pages. The worker demonstration shows the role's example path.
Get help with the app
On the web or native app, select Settings, then Guides and demonstrations. The native link opens the public guides and captioned videos in your browser without signing in. Email hello@thimblecare.com for app support, or use Settings, then Help, on the native app. Help also offers the same guides. Some web error panels may still say that contact details are unavailable there; this guide provides the address.
Say:
- The screen heading and whether you used the web or native phone app.
- What you were trying to do.
- The error wording and when it happened.
- Whether the record now shows saved, pending, queued or confirmed.
You can include a relevant Technical detail after checking that it contains no private information. Do not send passwords, sign-in codes, private invitation links, participant details or care notes by email.
A queued request is not proof that a person received it. If an action's outcome is uncertain, open the relevant record before trying again.
Help with a participant's paperwork
Use the relevant guide for agreements, timesheets, invoices or documents. Participants have their own help pages; they should use their own account and consent choices.
If Daily review offers Escalate to ThimbleCare, describe the issue and check the request result. Do not assume this sends an urgent incident report or guarantees an immediate response.
If someone is in danger
Call 000 first. The incident guide explains recording a concern and the contact options shown by the app. ThimbleCare does not report an incident to an authority for you.
Unavailable paths
A clear unavailable message means the action is not ready on that screen. Current limits include web business-profile edits, in-app subscription cancellation, general participant document uploads, AI note tidy and repeating native shift bookings. These do not mean you entered the wrong information. Other actions depend on role and record state, so read the exact message rather than an older screenshot.