Help with
aijo Care.

You sign in with your work email address. aijo sends you a one-time code to enter.

Everyone signs in with multi-factor authentication, so you will also be asked for the six digit code from your authenticator app.

Day to day, signing in on a trusted device is just your PIN or biometrics, such as Face ID. You do a full sign-in, with your email code and authenticator app, every 14 days.

If your code is rejected, check it has not expired and try again. Authenticator codes depend on the time, so make sure your phone's date and time are set to update automatically. After too many wrong attempts sign-in pauses for a short time. If you are still stuck, ask your manager or contact us.

Multi-factor authentication is on for everyone. The first time you sign in, you will be asked to set up an authenticator app.

You can also do it from the aijo Care mobile app: open Settings, then Security, and choose to set up an authenticator app.

Authenticator codes are time based, so your phone's clock must be right. Set your phone's date and time to update automatically, or the code may be rejected even when you type it correctly.

Scan the code on screen with your authenticator app, then type in the six digit code it shows to confirm. You will see a message when it has worked.

To replace it, for example after changing phone, go back to Settings, then Security, and set it up again.

Tell your manager straight away so they can stop the old device being used. Then sign in on your new phone and set up your authenticator app again from Settings, then Security.

If you cannot get in, email hello@aijo.uk or call +44 7500 407476 and we will help your manager restore access.

The aijo Care mobile app can lock itself. You set a PIN the first time and can unlock with your PIN, or with Face ID where your phone supports it.

On a trusted device, your PIN or biometrics is how you sign in day to day. A full sign-in, with your email code and authenticator app, is needed every 14 days.

Choose a PIN that is not easy to guess. You will be told if it is too predictable or if the two entries do not match.

You can also lock the app yourself at any time using the lock button at the top of the Home screen.

A device used for the first time can be held until someone in your organisation approves it. That stops an unknown phone being used to see care records.

While it waits, the person signing in sees a message that their device is pending.

Devices waiting for approval show on the Overview page in the Care Dashboard, in the "Devices waiting" box. Open it, check that the device belongs to someone on your team, and approve it.

If you do not recognise a device, do not approve it. Ask the person, and tell us if you are worried.

Ask your manager or an administrator to approve it from the Overview page in the Care Dashboard. It is quickest to tell them when you are signing in for the first time.

Once it is approved, sign in again.

Staff unlock the zone they are working in, and only see the records for that zone while it is unlocked. The location is checked at the moment you tap Unlock, not tracked continuously.

If you are not at the location, the app says so. You can try again, or use an override where your organisation allows one, and that is recorded.

A zone locks itself again after 12 hours, so a forgotten unlock does not stay open.

Open Zone Unlocks in the Care Dashboard menu. It lists the latest 200 unlocks, who did them, when they started, and how each one ended, including when a zone locked itself after 12 hours.

The Master Audit Trail, under Compliance, shows page visits, sensitive actions and every successful change made anywhere in the app, newest first.

You can filter by date, type of event, module and person, search for a page, and export the results as CSV or PDF for an inspection or investigation.

There are also dedicated audit views for eMAR, the emergency button, and audit path logs.

Your administrators set roles, and people only see the records their role allows, such as safeguarding notes or medication records.

The "Who can see what" page under Compliance explains, in plain language, how data access is controlled, including who at aijo could ever reach the database and how that is limited and recorded.

Compliance in the Care Dashboard has inspection packs and reports, alongside the audit trail. Together they let you show who did what and when, for a regulator, a commissioner or a family.

Because aijo sends sign-in codes to your email, protect that account. Use a long, unique password that you do not use anywhere else, ideally three or more random words.

Turn on two step verification for your email, and never share your password or a sign-in code with anyone, including someone who says they are from aijo.

Set a screen lock on every device, keep the operating system and the aijo Care app up to date, and turn on find my device so a lost phone can be wiped.

Do not leave a signed-in device unattended, use the app lock, and remove the app from devices when someone leaves your team.

Be cautious of messages that create urgency, ask for a sign-in code, or send you to an unfamiliar website. aijo will never ask you for a code or a password.

Check the sender address, do not open unexpected attachments, and report anything suspicious to your manager. If it claims to be from aijo, forward it to security@aijo.uk.

Carers use the aijo Care mobile app, available from the App Store for iPhone and Google Play for Android. Managers and office staff use the Care Dashboard in a web browser.

Any recent phone or tablet that can install the app from the store will work. If you are buying new devices, tell us what you plan to choose and we will check it with you.

Set a screen lock, turn on automatic updates, and allow the aijo Care app to send notifications.

Check battery settings so the app is not put to sleep during a shift, and make sure location is allowed so a zone can be unlocked.

Most care work happens on mobile data or WiFi. Check signal in the rooms where records are written, and give staff a way to charge devices during a shift.

If a home has patchy WiFi, tell us. We will help you plan around it.

Choose one service or team, and a small group of people who are happy to try new things.

Agree what success looks like, such as how quickly records are written or how many paper forms are avoided, and set a review date.

Book a walkthrough and tell us you are running a pilot, and we will help you plan it.

While you are learning or training, use made up names and details, not the real people you support. Real records belong only in your live system.

If you need a training set up, ask us and we will advise.

In the Care Dashboard, open Support to raise a ticket. Choose a category, such as eMAR, Rota, People, Reporting or Access, set a priority, describe the problem, and attach a screenshot if you can.

You can also email hello@aijo.uk or call +44 7500 407476. A person from our team replies within one working day.