Caregiver Resources

I can’t log in (password/username error) (case sensitive) or (it wiped the Agency ID- how do I find that?)

• Agency ID: Sometimes when your app updates, the Agency ID is erased. Please contact your agency to confirm your Agency ID.
• Username: This is usually your first initial and last name (all lowercase), please check with your agency to confirm.
• Password: This must be a minimum of eight characters, if you don’t remember your password your agency can reset it for you.  Keep in mind that after a password reset you must use a different password, passwords can not be reused.

The Caregiver Mobile App says “Location Failed” OR it’s Spinning with no error message:

Location Failed Prompt

There are a few possible reasons that the caregiver may be receiving this prompt.

• You may need to have location tracking turned on. If you are using an Android phone, set the location mode to “High Accuracy.”
• Also, make sure that location permissions are enabled for the Caregiver Mobile app specifically. Overall location may be on but disabled for this particular app.
• Find more information on setting up Location Services for the Mobile App: Android or iPhone.

1. If you are unable to record tasks, make sure that you have clocked in for your shift. If you haven’t clocked in, you can’t record tasks.
2. If you don’t see any tasks for your shift after you have clocked in, contact your agency. 
3. iPhone users may experience an issue recording a comment on the last task on a long list of tasks. Rosemark is aware of this problem and we are working on fixing it.

It is important to stay updated! Most phones will automatically update the Rosemark Caregiver Mobile App. If you’re not sure, follow these steps to check for an update:

• Android Users: Navigate to the Google Play Store, 
• iPhone Users: Navigate to the App Store
• Search for Rosemark Caregiver Mobile
• If your app is old, there will be a button that says “Update.” Click the button and follow the prompts.
• If your app is up-to-date, the button will say “Open.”

Can caregivers contact Rosemark support directly for assistance?

Unfortunately, the short answer is no. 

The information stored in Rosemark is confidential. Therefore, our Customer Care team can only provide support to agency personnel who are authorized. It is virtually impossible for our Customer Care team to verify the identity of caregivers. However, we encourage you to please reach out to your agency when you have problems with your mobile app. Our Customer Care team will work with your agency to get these issues resolved. 

Your agency may request more information from you about the issue to investigate the source of the issue. If possible, provide screenshots of the issue, along with the version number of the app and the system information of your phone. If you are unable to take screenshots, describe the issue to the best of your ability, and provide the version number of the app and system information of your phone as shown in the images below: