Most problems in AiCarer come down to one of three things: a permission that has been turned off, a connection that has dropped, or the normal learning period during the first two weeks. This chapter walks through each common issue in plain language, so you can find the answer quickly and get back to what matters.
Quick Checklist
Before working through a specific issue, run through the list below. Many problems are resolved by one of these checks alone, and it only takes a minute.
Phone is connected to the internet
AiCarer is running in the background
Notifications are enabled
Bluetooth is turned on (for the person being cared for)
Location permissions are enabled (for the person being cared for)
Supported wearable device is connected through its companion app, such as Garmin Connect (if using AiCarer Complete)
Wearable device has sufficient battery
If everything above is in order and the issue continues, find the matching topic below.
A Wellness Log Is Taking Time to Appear
Usually resolved in 30–60 minutes
Problem: You have requested a Wellness Log and nothing has appeared yet.
Why this happens: A Wellness Log is not instant. AiCarer spends around 30 to 60 minutes gathering recent information so the finished report reflects a genuine picture rather than a single moment.
What to check:
- Allow at least 60 minutes from the time the request was made.
- Check that notifications are enabled, as the update arrives that way.
- Confirm the phone is connected to the internet.
- For AiCarer Complete, confirm the wearable device is connected and has been worn recently.
- Reopen the app to refresh the dashboard.
The First Two Weeks Show Limited Information
Expected behaviour during the first 14 days
Problem: The dashboard looks sparse, and fewer insights appear than expected.
Why this happens: This is the baseline-building period. AiCarer is still learning what is typical for the person being cared for, so it has less to compare against.
What to check:
- Confirm the dashboard is updating each day, even if lightly.
- Confirm notifications are arriving.
- Request a Wellness Log to check the process works end to end.
- For AiCarer Complete, confirm the wearable device is worn consistently, including overnight.
An Alert Was Triggered by Mistake
Usually resolved in under a minute
Problem: An alert was started accidentally.
Why this happens: The alert button is deliberately easy to reach, so it can be pressed unintentionally.
What to check:
- Use the Cancel option during the short countdown before the alert is sent.
- If the countdown has finished, let connected carers know it was accidental.
- Review the alert record in the app so everyone can see what happened.
- Show the person being cared for where the Cancel option appears.
A Check-In Needs a Different Delivery Method
Usually resolved in 1–2 minutes
Problem: Check-ins are arriving in a way that does not suit the person receiving them.
Why this happens: Each schedule is saved with a chosen delivery method: In-App, through Ayla, or Both.
What to check:
- Open the schedule from the check-in list.
- Choose Edit rather than creating a new schedule.
- Select In-App, Ayla, or Both.
- Save the schedule and confirm the change appears in the list.
Call Times Need to Change
Usually resolved in 1–2 minutes
Problem: The scheduled check-in time no longer suits the person's routine.
Why this happens: Times are set when the schedule is first created, and routines change.
What to check:
- Open the saved schedule and choose Edit.
- Adjust the existing time, or add a second time if needed.
- Change the delivery method at the same time if appropriate.
- Save the schedule so the new time takes effect.
More Than One Carer Needs Access
Usually resolved in 2–3 minutes
Problem: Another family member or carer needs to see the same information.
Why this happens: Care is often shared, so AiCarer supports more than one connected carer per person.
What to check:
- Open the Manage tab and choose to invite a carer.
- Share the invite code with the person joining.
- Ask them to enter the code in their own AiCarer account.
- Confirm they appear in the carers list once connected.
- Never share login details — each carer uses their own account.
My Wearable Device Won't Connect
Usually resolved in 2–5 minutes
Problem: Your supported wearable device is not sending information to AiCarer.
Why this happens: A supported wearable device connects to the phone through its manufacturer's companion app — Garmin Connect for compatible Garmin watches, or Galaxy Wearable for Samsung watches running Wear OS 6 or later (Wear OS 6+) — so the link depends on that app, Bluetooth, and battery.
What to check:
- Open the companion app for your device (Garmin Connect, or Galaxy Wearable for Samsung) and confirm the device shows as connected.
- Confirm Bluetooth is turned on for the phone.
- Check the device has sufficient battery, and charge it if needed.
- Bring the device and phone close together.
- Turn Bluetooth off and on again, then reopen the companion app.
- Restart the device if the connection still does not return.
My Wearable Device Is Connected in Its Companion App but Not in AiCarer
Usually resolved in 2–5 minutes
Problem: The companion app, such as Garmin Connect, shows the device as connected, but AiCarer is not receiving information from it.
Why this happens: The companion app can keep its own link to the device while AiCarer needs to refresh its own connection to that service.
What to check:
- Confirm Bluetooth is turned on and the device is near the phone.
- Open the companion app and check that the device is actively syncing.
- Close AiCarer completely and reopen it.
- If the device still does not appear, restart the phone and reopen both apps.
- In AiCarer, look for an option to reconnect or refresh the device connection and follow the prompts.
I Didn't Receive the Verification Email
Usually resolved in 2–5 minutes
Problem: The verification email or code has not arrived.
Why this happens: Email delivery can take a few minutes, and automated messages are sometimes filtered.
What to check:
- Check the Spam or Junk folder.
- Wait a few minutes and check again.
- Confirm the email address was entered correctly.
- Request another code from the sign-in screen.
- Try again once the phone is on a stable internet connection.
I Can't Sign In
Usually resolved in 1–3 minutes
Problem: You are unable to sign in to AiCarer.
Why this happens: Passwords can be forgotten, email addresses can be mistyped, and verification codes can expire if too much time has passed.
What to check:
- Check that the email address was entered correctly, including any full stops or numbers.
- If you have forgotten your password, use the Forgot Password option on the sign-in screen.
- If a verification code was sent, enter it promptly — codes can expire after a short time.
- Request a new code if the old one no longer works.
- Make sure the phone is connected to the internet before trying again.
I'm Not Receiving Notifications
Usually resolved in 2–3 minutes
Problem: Updates, reminders, and alerts are not appearing on the phone.
Why this happens: Notifications rely on phone permissions and on AiCarer being allowed to run in the background.
What to check:
- Confirm notifications are enabled for AiCarer in phone settings.
- Allow background activity for AiCarer.
- Turn off battery optimisation or low-power mode for AiCarer.
- Confirm the phone is connected to the internet.
- Check that Do Not Disturb or Focus mode is not silencing alerts.
My Dashboard Isn't Updating
Usually resolved in 2–3 minutes
Problem: The dashboard shows older information than expected.
Why this happens: The dashboard reflects what has recently been collected, so it depends on the wearable device being worn and the app being able to run.
What to check:
- Confirm the device is connected through its companion app, such as Garmin Connect.
- Confirm the device is being worn regularly, including overnight.
- Make sure AiCarer is allowed to keep running in the background.
- Confirm the phone is connected to the internet.
- Close and reopen the app to refresh the view.
Still Need Help?
If the issue continues after working through the checks above, please contact AiCarer Support. Including a few details in your first message usually means the problem can be resolved in one reply.
- Your phone model.
- Your wearable device model, if you use AiCarer Complete.
- The app version shown in settings.
- Screenshots of the issue, if available.
- A brief description of what happened and when.
A Final Reassurance
Most issues reported with AiCarer come back to permissions, connectivity, or the normal learning period during the first two weeks. These are ordinary, expected situations rather than signs that something is broken, and they can usually be resolved in a few minutes.
If you're unsure whether what you're seeing is expected, the final chapter answers the questions carers and users ask most often.