Support

I am not getting notifications

Work through these in order — the cause is almost always one of the first three.

1. Check that notifications are allowed for OdeCare in your phone's system settings. If you declined the prompt when you first opened the app, the app cannot ask again — you have to enable it there.
2. Open Settings in the app and confirm Push notifications is on.
3. Check Quiet hours in the same screen. Inside a quiet window everything except critical alerts is held back — that is deliberate, but it is easy to forget it is set.
4. Check Alert levels: if lower levels are switched off, only the more serious alerts will reach you.
5. Make sure your phone's Focus, Do Not Disturb, or battery-saver mode is not silencing the app.

A sensor stopped reporting

Sensors report continuously, so a gap in the timeline usually means the sensor itself went quiet rather than that nothing happened.

1. Open Sensors from the home screen and look at when each one last reported.
2. Check that the sensor still has power and has not been unplugged or moved.
3. Check that the home Wi-Fi and the OdeCare hub are both powered on.
4. If a sensor shows as connected but has not reported for hours, unplug it for ten seconds and plug it back in.

If it stays quiet after a power cycle, email us with the room name and the time it went silent.

I cannot sign in

• Forgot your password — use Forgot password on the sign-in screen. The reset link is valid for a limited time; request a fresh one if it has expired.
• Face ID or fingerprint not working — sign in with your email and password once, then re-enable biometric sign-in in Settings.
• You do not have an account yet — accounts are created by us together with your devices. Use the request form in the app, or email us, and we will set you up.

The daily report did not arrive

The daily report is sent each morning once your relative has got up, so its exact time follows them rather than the clock. If no wake-up is detected, it goes out at 08:30 local time instead.

• If your quiet hours cover the morning, the report is held and delivered when the quiet window ends — it is never dropped.
• You can switch the report off, and read past reports, under Settings → Daily report.
• The first report arrives the morning after the first full night with sensors installed.

Account and data

• Delete your account — from the app, the dashboard, or by email.
• Privacy Policy — what we collect and why.
• Terms of Service.
• To request a copy of your data, or erasure without closing your account, email hi@odecare.com.