Hi! I understand you’re seeing only Respite hours and no Attendant showing when you try to start a shift in CareAttend. Let me ask a couple of questions to make sure I understand the situation correctly:

1. Are you the employer/member checking the shifts, or are you an attendant trying to start your shift?
2. Is this happening for all shifts or just specific ones?
3. Have you noticed if the attendant was assigned properly to the shifts in the scheduling system before the shift start?

Sometimes, if no attendant is linked or assigned to a shift, CareAttend will only show the Respite hours without displaying an attendant because they are not associated with that shift yet.

Here’s a step-by-step to help troubleshoot this:

1. Verify Attendant Assignment:
Check the shift details in the CareAttend portal or app to confirm that an attendant is assigned to that specific shift. If not assigned, that would explain why only Respite hours appear.

2. Check for Task or Service Code Errors:
Sometimes the shift may lack a service task or correct service code, causing CareAttend to not display attendant information properly. If you have access, review the shift’s service tasks or codes and ensure they are complete.

3. Review Shift Approval Status:
If shifts are pending approval or have been rejected, attendant details may not show up to start shifts until approved. Try checking the shift status.

4. Log Out and Log Back In / Update Software:
Occasionally, the display issue could be a temporary glitch. Logging out and back into the CareAttend app or web portal or ensuring your macOS browser is updated (you are on OS X 10.15.7, so make sure your browser version is compatible) may help.

5. Contact Your Scheduler or Support:
If you confirm attendants should be assigned and details are correct but not showing, notify your scheduler or the CareAttend admin to fix the attendant assignment. If this is an ongoing issue, you can contact CareAttend support at [email protected] for detailed help.

Would you be able to check if attendants are indeed assigned to those shifts? Let me know what you find, and we’ll go from there!

Only respite hrs are showing to clock in no attendant available

Thanks for the extra detail! It sounds like when trying to clock in, only Respite hours appear, and there’s no option to select or see the attendant to start the shift. Let's try to narrow this down a bit more.

Here’s what might be happening and some steps to try:

1. Verify Attendant Assignment in Scheduling:
The attendant must be properly assigned to the shift in the system. If only Respite hours are showing, it’s possible that the system doesn't recognize an attendant assigned to that shift yet. Could you check with your scheduler or the person managing the schedule to confirm that your attendant is assigned correctly?

2. Clocking In Before 24 Hours of Shift:
Sometimes the app requires shift assignments or approvals to be finalized before allowing attendants to clock in. If the shifts were just created or modified within the last 24 hours, it might limit clock-in options. You (or the attendant) can try logging into the app and clock out if previously clocked in, then adjust shift times to refresh the data1.

3. Check for Shift Approval Status:
If shifts have not been approved or are pending approval, attendant details and clock-in functionality might be restricted. Ensure the shift is approved in CareAttend before clock-in1.

4. App or Software Issue:
Since you are on macOS 10.15.7, if you’re accessing the CareAttend portal via a browser, try clearing your browser cache or try a different browser. If using the mobile app on a device, ensure you have the latest version installed.

5. Contact Support if Problem Persists:
If attendant assignments are confirmed, shifts are approved, and you still see only respite hours with no attendant showing for clock-in, it might be an account or system issue. You can reach out to CareAttend support at [email protected] for deeper investigation.

Would you be able to confirm whether attendants are assigned and shifts approved? Or if clock-in attempts have been made before shift finalization? Let me know, and we can proceed from there!

Steps to reset CareAttend settings and fix clock-in problems?

Thanks for your question about resetting CareAttend settings to fix clock-in problems. Here’s a clear step-by-step guide based on common troubleshooting steps with CareAttend:

1. Close and Restart the App or Browser:
If you’re using the CareAttend app, fully close it and reopen. If on a Mac browser (since you’re on macOS 10.15.7), close the browser window and open a fresh session. This can clear temporary glitches.

2. Clear Cache and Cookies (for browser users):
Clearing your browser cache can help if the portal is not loading attent properly. In Safari on macOS Catalina:
- Go to Safari menu > Preferences > Privacy > Manage Website Data... > Remove All.

3. Update CareAttend App or Browser:
Make sure you have the latest version of the CareAttend app if using a mobile device. For the browser, ensure it’s updated as much as possible on macOS Catalina (popular browsers like Chrome or Firefox may be better supported than Safari on older macOS).

4. Reset Setup Code in AuthentiCare (if connected):
Sometimes resetting the setup or authentication codes linked with CareAttend can help. According to EVV troubleshooting for related apps, go to the app’s “Settings” and select “Reset and Change Setup Code,” then follow prompts to reset your credentials1.

5. Check Network Connection:
Ensure you have a stable internet connection. Sometimes clock-in problems happen if the device can’t sync with the CareAttend servers.

6. Log Out and Log Back In:
Perform a full logout from your CareAttend account, then log back in. This refreshes your session and permissions.

7. Delete and Reinstall the App (if applicable):
If issues persist on a mobile app device, uninstall and reinstall CareAttend to clear any corrupted files or settings.

If after these steps the clock-in issue remains—especially if attendants are still not showing—contact CareAttend support at [email protected] for advanced troubleshooting.

Would you like help walking through any particular step? Are you accessing CareAttend via an app or browser on your Mac?