## Summary

This guide explains how to contact the Customer Care team by submitting a support ticket. This option is available through the Help Widget for issues that cannot be resolved with the AI-powered answers or knowledge base articles.


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## Step-by-Step Instructions


1. **First, Ask a Question**: You must first ask a question in the AI Help Widget. The option to contact support only appears after you have attempted to find an answer using the self-service tool.
2. **Locate the Contact Button**: After receiving an answer from the widget, scroll to the bottom of the response. Click the "Contact the Customer Care Team" button.
3. **Open the Support Form**: This action will open a new browser tab with a "Support Enquiries" form.
4. **Complete the Form**: Fill in all the required fields, including your name, email, a clear subject, and a detailed description of your issue. Provide as much detail as possible to ensure a quick resolution.
5. **Upload Supporting Files**: If applicable, use the "Upload Files" or drag-and-drop feature to attach screenshots, documents, or pictures that illustrate the problem.
6. **Submit the Ticket**: Complete the CAPTCHA to verify you are not a robot and click the "Submit" button. The Customer Care team will receive your ticket and respond as quickly as possible.

## Common Questions (FAQs)

**Why do I have to ask a question before I can contact support?** This process encourages using the instant-answer capabilities of the Help Center first, which can often resolve your issue immediately without needing to wait for a support agent.

**What information should I include in my support request?** Include a detailed description of the problem, the steps you took that led to the issue, any error messages you received, and what you have already tried to do to solve it. Attaching screenshots is also highly recommended.

## Troubleshooting Tips

**The "Contact the Customer Care Team" button is not appearing.** Ensure you have first asked a question in the Help Widget. The button will only become visible after the AI has provided an initial response.

**I'm having trouble uploading a file to the support form.** Check that your file is a supported format and not too large. If you continue to have issues, you can mention in the ticket that you have a file to share, and the support team can arrange an alternative way to receive it.

How to Contact the Customer Care Team for Support

User Guide: Client App - Participant & Family Guide

User Guide: Client App - Provider Guide

Client App

User Guide: Worker App Guide for Workers

How to Clear App Cache & Data for Android?

User Guide: Worker App Guide for Admins

Why can I not see Participant documents on the Worker App?

Case Notes within the App

What is my app PIN?

Worker App

CareMaster Mobile Apps

CareMaster Data Export

How to Request CareMaster Training

How to send emails from a different email address?

How to request a CareMaster Software Update?

Understanding CareMaster Licences

Feature Request Form Update

How to Clear Google Chrome Browser Cache?

General

Step 1: NDIS Service Import

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Xero Integration, Payroll & Invoicing

MYOB Integration, Payroll & Invoicing

KeyPay Integration, Payroll

Reckon Integration, Payroll & Invoicing

Step 3: Financial Integration

Step 4: NDIS Export Process (Registered NDIS Providers)

Advanced Rostering - SIL Houses (Optional)

Coordination of Support (Optional)

Guided Onboarding

Actions for CareMaster Aged-Care Providers Transitioning from Home Care Packages (HCP) to Support at Home (SaH)

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Participant/Client Leave Requests

NDIS Splitting Participant funding into different Budgets

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User Guide: Recording Medication Usage for Participants

User Guide: Bulk Assigning and Unassigning of Participants and Workers

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The Participant Profile User Guide

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Understanding your HCP Statement

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Adding HCP Km's to a Support and a HCP Statement

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User Guide: HCP Funded Participants Setup Guide

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How to customise the Roster view

How to Email Rosters to Participant?

Service Organisation Roster view

Roster Page User Guide

Using The Roster Optimiser - Bulk Optimise

Participant Data Setup

Using The Roster Optimiser - Single Support

Locations & Destinations

Worker Data Setup

Checklist

Roster Optimiser

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Roster

How to Create Worker Timesheets

What access does each user level have?

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Working With Children Checks

Changes to Worker's Emails and Password Reset

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Creating Supports for a different Time Zone

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Creating and editing a Recurring Booking

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How To Limit Support Services to Approved Services Only

How do I Cancel a Support/Shift

Supports Menu User Guide

User Guide: How to create supports

User Guide: Provider Travel and Transport - Rostering Scenario Guide

User Guide: Supported Independent Living (SIL) Setup, Rostering and Claiming process

User Guide: Short Term Accommodation (STA) Setup, Rostering and Claiming process

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Support at Home – Release Update 30th October

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Support At Home - Implementation Updates

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Syncing Services and Service Organisations

Creating additional Service Organisations & Services for SaH

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Review the Participants Budget Dashboard

Understanding Programs, Budget Items & Funding Sources

Bulk Exporting for Services Australia for Invoicing & Claiming

Payment Statement Upload / Reconciliation

Upload the Claims file back into CareMaster

SAH Participant Statements

Invoicing for Xero, MYOB & Export Reports

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Support At Home (Aged Care)

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Properties

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Worker Run Sheet Report

Reporting User Guide

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Custom Reports for Participants and Staff/Volunteers

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Dashboard Reports - Where do the target figures come from?

Admin Reports

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Participant Reports

Reporting

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Incidents User Guide

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Editing Company Details

External API Integration

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CareMaster

How to Contact the Customer Care Team for Support

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