FAQs

The following ‘Frequently Asked Questions’ & answers should help make sure all your queries are answered. If anything is unclear, or you just need a little more help, please feel free to call us on 028 3005 4670 or email info@carepaysolutions.co.uk

 

1. Who Developed CAREPAY Solutions?

Answer: The Solution was developed by actual Care Home operators themselves, who identified & understand the real day to day issues cash in the care environment brings. They recognised that introducing an App-based ‘digital solution’ would introduce efficiency of acceptance, safety & accountability, and availability of monies for Residents.

2. Why should we move from cash to digital payments?

Answer: Digital payments reduce the risks of handling cash, such as theft, loss, and administrative errors. They also save staff time spent on counting, recording, and depositing money, making financial management more efficient and secure. It also means Residents always have the Personal Allowance monies they need, which their family can send at any time, from anywhere direct from the App.

3. Theres’s desktop software too – Is the system easy for staff to use?

Answer: Yes. The software is designed with care home staff in mind—simple, intuitive, and requiring minimal training. Most users can start using it confidently after a short onboarding session.

4. How do Families send Personal Allowance payments?

Answer: Families can download the free App from the Apple Store or Google Play. After a simple registration process, monies can be sent with a registered credit/debit card from the App securely and safely to the Care Home.

5. What about Residents who prefer paying by cash or cheque?

Answer: A Residents right to choose is paramount, which is why we recommend a dual solution.  Families can still send monies from the App, which means the Resident always has funds but at the same time he or she may have a small amount of cash on their person.  Care Homes still have the flexibility to record transactions in the software, so everything is tracked and in one place.

6. What about BACS sent to our bank account for Personal Allowances?

Answer: Some families already send Personal Allowance monies to the Care Home bank account.  But these payments must be manually striped out for each Resident, and then reconciled with the services the Resident received.  The CAREPAY system automates & syncs this entire process from App to Desktop Software streamlining the process & bringing huge savings in Admin time.

7. Is the system secure and compliant?

Answer: Yes. The platform uses bank-grade encryption and complies with data protection (GDPR) and payment industry standards (PCI DSS). Sensitive financial data is never stored on local devices.  CAREPAY Solutions Ltd does not store or retain credit or debit card details.

8. Can families set up recurring or scheduled payments?

Answer: Absolutely. Families can set up automatic payments for the regular Personal Allowance, meaning their loved one is always guaranteed monies available for personal care services.

9. Will this integrate with our existing accounting or care management system?

Answer: Yes, the software integrates with most major accounting platforms. This reduces manual data entry, ensures accuracy, and saves significant administration time.

10. How will this benefit our residents and families?

Answer: Families enjoy greater convenience and flexibility in making payments, with transparent receipts and transaction history. Residents benefit because staff can spend more time caring for them instead of managing and chasing families for money.

11. How quickly will Family payments from the App reach our bank account?

Answer: The Resident balance is updated immediately upon a family sending money, which means personal services can be purchased straightaway.  For the Care Home payments are sent to the nominated bank account very week on a  business day, ensuring your cash flow remains stable.

12. What happens if there is a payment dispute or error?

Answer: The system provides clear transaction records and receipts, making it easier to resolve disputes quickly. Support is available directly from CAREPAY to help your staff and families if needed.

13. Is there a cost to the Care Home to use the system?

Answer: The platform operates on a simple, transparent pricing model—either a small transaction fee or a monthly subscription. There are no hidden charges, and many homes find the time saved more than offsets the cost.

14. How long does it take to set up?

Answer: Setup typically takes just one day. We’ll help you onboard, train staff, and configure the system to match your existing processes.

15. What if some families are not confident with technology?

Answer: The family App is designed to be user-friendly, and we provide step-by-step guides for families. Staff can also support families in making their first payment, after which it becomes straightforward.

16. Will CAREPAY reduce our administrative workload?

Answer: Yes. Automated records, instant receipts, and integration with accounting tools significantly reduce the time spent reconciling payments, chasing late fees, and managing cash.

17. Do we get support if we need help?

Answer: Absolutely. We provide ongoing customer support via phone, email, and live chat, plus access to training materials for your staff.

18. Is the CAREPAY Desktop Software installed on local PCs?

Answer: No.  The desktop software sits on a secure Cloud and is protected by several layers of security.  Being on the Cloud means that Management and Administrative staff can enjoy the convenience of accessing the system 24/7 from any location.

19. Is the CAREPAY Solution currently being used in Care Homes in Northern Ireland?

Answer: Yes. After a thorough review and critique of CAREPAY, an N.I. based operator has rolled out the solution across its Care Homes.

 

 

TECHNICAL & Support FAQs

 

CAREPAY App

 

Here are common issues and quick fixes.

Login & Account Access

 

“I forgot my password. How do I reset it?”

 

1. Open the app and tap Forgot Password.
2. Enter your registered email address.
3. Check your inbox for a reset link.
4. Follow the link to create a new password.
5. Log in with your new password.

 

 

“I didn’t get the password reset email.”

 

1. Check your Spam/Junk folder.
2. Make sure you entered the correct email.
3. Wait a few minutes and try again.
4. If still missing, contact CAREPAY Support.

 

“My account is locked.”

 

1. After several failed login attempts, accounts may lock for security.
2. Wait 15–30 minutes and try again.
3. If still locked, reset your password or contact support.

 

 

“I can’t log in even though my details are correct.”

 

1. Double-check spelling of your email and password.
2. Ensure Caps Lock is correct.
3. Make sure your internet connection is working.
4. Update to the latest version of the app.
5. If the problem continues, contact support.

 

Payments & Transactions

 

“My payment failed.”

 

1. Check your internet connection.
2. Make sure your card/bank account has funds.
3. Try again later. If it still fails, contact support.

My payment is showing as “Pending.” 

 

1. Allow up to 24 hours for processing.
2. If it’s still pending, contact support with the transaction details.

 

“I was charged twice.”

 

1. Compare your bank statement with your CAREPAY transaction history.
2. If both show a duplicate, contact support with screenshots.

 

“My App balance isn’t updating.”

 

1. Log out and back in.
2. Check your internet connection.
3. If it still looks wrong, contact support.

 

 

 

App Performance

 

“The app crashes when I open it.”

 

1. Restart your device.
2. Update the app from the App Store / Play Store.
3. If it still crashes, uninstall and reinstall.

 

“The App is slow or not responding.”

 

1. Check internet speed (Wi-Fi usually works better).
2. Close other apps running in the background.
3. Update the CAREPAY App.

“I see a blank screen after login.”

 

Poor connection is the most common cause—try Wi-Fi.
Update the App.
Restart your device.

 

 

Device & Compatibility

 

“I can’t install the App.”

 

1. Check your phone/tablet has enough storage space.
2. Make sure your device runs a supported version of iOS or Android.

 

“Notifications aren’t working.”

 

1. Go to your phone’s settings → Notifications → enable CAREPAY.
2. Check inside the app settings that notifications are turned on.

 

“I got a new phone and can’t access my account.”

 

1. Download the CAREPAY app on your new device.
2. Log in with your existing email and password.
3. If you can’t remember them, reset your password.

 

 

 

Security & Privacy

 

“I think someone else has accessed my account.”

 

1. Reset your password immediately.
2. Log out of all devices.
3. Contact CAREPAY Support for help.

 

“I lost my phone with CAREPAY installed.”

 

1. Reset your password from another device to log out the lost phone.
2. Contact support if you need the account locked temporarily.

 

“I want my account deleted.”

 

1. Contact CAREPAY Support. We will handle your request in line with GDPR.

 

 

 

For Care Providers / Admins

 

“I can’t download transaction records from the Admin Desktop Software.”

 

1. Use a supported browser (Chrome, Edge).
2. Check you have admin permissions.

 

“In the Admin software, a Resident is missing from the list.”

 

1. Refresh the web page.
2. Make sure the Resident has been added in the system.
3. If still missing, contact support.

 

“Staff can’t log into the Admin Desktop Software.”

 

1. Confirm their Admin account has been created and activated.
2. Reset their password if needed.

 

 

Need More Help?

 

• Visit our Support Portal at www.carepaysolutions.co.uk/support
• Login & Submit a support ticket with your issue.
• Include details such as your name, account email, device type, and screenshots

of the problem.

• Or email us at info@carepaysolutions.co.uk