When you contact our support team you may find that your query has been passed to the Technical Team for further investigation. Any information/screenshots already provided will be sent to the Technical Team, however, if you have any additional information not yet provided please include it in the open chat.
Below are some guidelines on what information you may wish to provide.
Please note: Remember to keep it simple, when possible. The four main questions the Technical Team need to know are:
What are you trying to do, and how are you doing it?
What did you expect to happen?
What actually happened?
Do you have supporting information? (eg. screenshots, error messages, times, links)
Screenshots
If you wish to include a screenshot, click here to view how to take a screenshot on almost any device.
Visit Queries
If you have multiple visits affected by an issue please provide one or several specific examples. When providing visit information please include:
Date of visit
Start time
End time
Assigned Care Professional(s)
Care Recipient(s)
Please note: Avoid saying all visits are affected, this will prevent an investigation into unrelated visits and help speed up resolution time.
Finance Queries
If your query is finance related and a figure for invoicing, pay, mileage or travel is not calculating correctly, please provide the following information:
What the correct figure should be
A date range of affected visits
Care Professional name(s)
Care Recipient name(s)
App Queries
If you are experiencing an issue with the Birdie App please provide the following information:
Care Professional name(s)
Device model
Time of issue
Care Recipient name(s) if required
External rostering
If you are experiencing issues with a Care Professionals profile that is set up with an external rostering provider please provide the following information:
Care Professional name(s)
Care Professional ID number with your rostering provider
Please check if there is more than one profile for the Care Professional
Please note: While waiting for a response from the Technical Team, you may find the answer by searching Advice and answers from the Birdie Team.