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Support
Answers to common questions, and the fastest way to reach a human.
Last updated 22 April 2026
Fastest help
If you have a CareSyndicate account, the in-app AI Assistant can answer most questions instantly. For anything it cannot answer, open Messages and we will route it to the right team.
If you do not have an account yet, email support@caresyndicate.ai and we will come back to you within two business days.
Frequently asked questions
I forgot my password.
Use the
Forgot password? link on the sign-in page. You will receive a reset link at the email on file.
How do I upload a new DBS or right-to-work document?
In the app, go to Documents in the sidebar, choose the document type, and upload the PDF or photo. We accept PDF, JPEG, PNG, HEIC, WEBP, DOC, and DOCX up to 25 MB per file.
When do I get paid?
Statements are issued weekly once your timesheets are approved by the care provider. Payment lands in your registered bank account within 3 working days of the statement issue date. You can download all your past statements from Time & Pay → Statements.
What is self-billing and did I agree to it?
Self-billing means CareSyndicate issues an invoice in your name based on your approved timesheets, instead of you issuing your own. You agreed to this during onboarding when you accepted the self-billing arrangement. Full details are in our
Terms of Service, section 6.
How do I change my plan tier?
Go to Profile → Plan in the contractor app. Plan changes take effect from the next weekly statement.
I think there is a mistake on my statement.
Email
billing@caresyndicate.ai with the statement number and a description of what looks wrong. We keep original CSV imports for 7 years and can trace every statement back to the source timesheet.
How is my bank detail kept secure?
We encrypt bank details at rest with envelope encryption and only decrypt them in the payroll export stream. They are never shown in admin previews, tables, or logs. For more, see our
Privacy Policy, section 9.
I received a suspicious email claiming to be CareSyndicate.
Forward it to
security@caresyndicate.ai and delete it. We will never ask for your password by email.
Service status and incidents
We post incident updates and maintenance windows at hello@caresyndicate.ai and in-app. If the Platform is down, try again in a few minutes — we auto-recover from most short outages. A public status page is on our roadmap.
Report a bug or security issue
Bugs: support@caresyndicate.ai. Please include a short description, the URL, and a screenshot if you have one.
Security vulnerabilities: security@caresyndicate.ai. We acknowledge reports within one business day and will keep you updated through remediation. We do not pursue researchers who follow responsible disclosure.