AveeCare app help center.
Find answers to common questions, troubleshoot issues, or reach out to our support team for personalized help with the AveeCare mobile app.
Troubleshooting Guide
Common issues and their solutions, organized by category. Select a topic to find step-by-step instructions.
GPS & Location Issues
Make sure location permissions are set to "Always" or "While Using App" in your device settings. The app requires GPS access to verify visit locations. Go to your phone's Settings > AveeCare > Location and select the appropriate permission level.
The app requires GPS accuracy within 200 meters to prevent false readings. Try moving to an area with a clear view of the sky, away from tall buildings. If you're indoors, move closer to a window. Ensure Wi-Fi is enabled as it helps improve location accuracy.
Background location tracking requires the "Always Allow" location permission. On iOS, go to Settings > AveeCare > Location > Always. On Android, go to Settings > Apps > AveeCare > Permissions > Location > Allow all the time. Also ensure battery optimization is disabled for the app.
The app detects mocked locations to maintain GPS verification accuracy. If you have developer options enabled or a mock location app installed, disable them. Go to Settings > Developer Options > Mock Location and turn it off.
Offline Mode & Sync
Offline visit operations sync automatically when you regain an internet connection. Open the app with Wi-Fi or cellular data connected and wait a moment. If the sync doesn't start, go to the native Settings screen (gear icon) to check the pending sync count. The app uses exponential backoff, so retries happen at 2, 4, and 8 second intervals.
The app supports up to 100 queued offline operations. This includes check-ins, check-outs, and visit updates. If the queue is full, the oldest failed operations are removed first to make room for new ones.
Try closing and reopening the app. If the issue persists, toggle airplane mode on and off, then reopen the app. The connectivity check runs in real time, but occasionally network changes aren't detected immediately.
Notifications
First, check that notifications are enabled: go to your phone's Settings > AveeCare > Notifications and ensure they're turned on. In the app, tap the gear icon and verify the Push Notifications toggle is enabled. On Android, make sure battery optimization is disabled for AveeCare and that the "Visit Alerts" notification channel is not muted.
Visit reminders are scheduled 30 minutes before the visit start time. If the visit was created less than 30 minutes before its start, the reminder won't have time to trigger. Ensure your device time is set to automatic and that Do Not Disturb mode is off.
Each notification is linked to a specific part of the app. If tapping a notification doesn't navigate correctly, try updating the app to the latest version. If the issue continues, clear the app cache from the native Settings screen and restart.
Login & Account
The app uses the same credentials as the AveeCare web platform. If you can't log in, try resetting your password at app.aveecare.com. Make sure you're using the email address your agency administrator set up for you. If your account was deactivated, contact your agency administrator.
Close the app completely and reopen it. If the issue persists, check your internet connection. The app needs to connect to our servers to authenticate. On Android, try clearing the app cache: Settings > Apps > AveeCare > Storage > Clear Cache.
Your role is set by your agency administrator in the web platform. If your role appears incorrect, ask your administrator to verify your account settings. After they make changes, log out of the app and log back in for the update to take effect.
Battery & Performance
Background location tracking during active visits uses GPS, which consumes battery. This is necessary for accurate visit verification. Between visits, the app does not track your location. If battery drain seems excessive, check that you don't have other GPS-heavy apps running simultaneously.
Try clearing the app cache from the native Settings screen (gear icon > Clear Cache). This removes stored location data and failed sync operations. If the app continues to lag, make sure your device has sufficient storage space and is running a supported OS version.
Updates & Compatibility
The AveeCare mobile app supports iOS 15 and later, and Android 10 (API level 29) and later. For the best experience, we recommend keeping your device updated to the latest OS version.
Open the App Store (iOS) or Google Play Store (Android), search for "AveeCare", and tap Update if one is available. We recommend enabling automatic updates to always have the latest features and security patches.
Frequently Asked Questions
Quick answers to the most common questions about the AveeCare mobile app.
Yes, the mobile app is included free with every AveeCare subscription. There are no additional charges for caregiver or patient mobile access. Your agency administrator can invite caregivers and patients directly from the web platform.
Yes, the AveeCare app works on iPads and Android tablets. The interface automatically adjusts to larger screen sizes for a comfortable experience.
Absolutely. All data is encrypted in transit and at rest. The app communicates exclusively with AveeCare's HIPAA-compliant servers hosted on AWS. Only approved AveeCare domains are accessible from within the app, preventing data leakage.
Currently, the app is tied to a single agency account. If you work for multiple agencies that use AveeCare, you'll need to log in and out between accounts.
If your phone dies during an active visit, the clock-in data is already stored. When you restart your phone and open the app, you can complete the clock-out. If background location tracking was active, the last known location will be retained locally for up to 72 hours.
No. Background location tracking only runs during active visits when you've clocked in. Once you clock out, location tracking stops immediately. Your off-duty location is never tracked or recorded.
You can reach our support team directly through the contact page on our website, by emailing support@aveecare.com, or by calling (602) 576-0038. Please include your device model, OS version, and a description of the issue.
System Requirements
iOS
- iOS 15.0 or later
- Compatible with iPhone and iPad
- Requires internet for initial setup
- Location Services required for GPS verification
Android
- Android 10 (API level 29) or later
- Compatible with phones and tablets
- Requires internet for initial setup
- Location Services required for GPS verification
Still need help?
Our support team is available Monday through Friday, 9am to 5pm MST. We respond to most inquiries within 24 hours and we'll work with you until your issue is resolved.