HHAX Troubleshooting
What is the Mobile app, anyway?
The Mobile app was created by HHAeXChange in partnership with the Texas Health and Human Services Commission (HHSC) as means to simplify EVV clock-ins and clock-outs, schedule and broadcast cases to caregivers, and collect valuable data to impact member outcomes. The app works on iPhone and Android and is free to download. With the app, you can easily track your hours worked, get approval from Kingsley, and submit time entries for payment. And you can do it all from the palm of your hand.
Designed for use from your phone or tablet, the free app is an easy way to keep track of your time and your paychecks.
Will the Mobile app work on my phone or tablet?
The Mobile app is built to work on Apple iOS and Android operating systems. This means that it should run on most mobile phones and tablets.
What if I don’t have cell service or Wi-Fi?
The Mobile app is built to track time even if you don’t have service or Wi-Fi. But you do need service while downloading the app. After you have downloaded the device and successfully signed in, you can use the app while offline.
Remember that you must connect to cell service or Wi-fi to sync your time entries to HHAeXChange. Kingsley can’t see your time entries until you do.
I Don’t Need Wifi or Cell Service to…
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Run the Mobile App
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Track Time
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Submit Time Entries
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Use the GPS
I Need Wi-Fi or Cell Service to…
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Download the Mobile app
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Sign in for the first time
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Sync my time entries for Kingsley to process
Why do I need to set up a passcode on my phone?
The Caregiver app contains protected health information (PHI) about the client you serve. Because of this, you’re required by law to keep this information safe. After downloading the Mobile app, you will need to set up two passcodes:
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A passcode to access your phone or tablet
You may already have this passcode set up. This passcode keeps anyone else besides you from using your device. You might also use a Face ID or thumbprint instead.
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A passcode to open the Mobile app
This passcode prevents anyone other than you from accessing the Mobile app. It should be a different passcode than the one for your phone or tablet. You can also use Face ID.
Remember not to share these codes with anyone–even the client you serve. Only you, the authorized employee, should have access to this sensitive information.
What training is available for the Mobile app?
We’re constantly working to create better training and support for you. Please check out the links below. We welcome your feedback on ways we can keep making better training and support.
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How to Download the Mobile App (English and Spanish)
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How to Create a Time Entry Tutorial Video (2 minutes, English and Spanish)
If you need help troubleshooting, you can review the Mobile App FAQs and Troubleshooting Guide.
What if I get an error saying “No Network Connection” when I try to sign in?
The first time you download and sign in to the app, you need to use wi-fi or cell service. After that, you can create a pin or password for the app and use your device without wi-fi or cellular data.
When you submit time at the end of the pay period, make sure to connect to wi-fi or cell service. Your time entries can’t sync to Kingsley without wi-fi or cell service. And if your time entries don’t sync, Kingsley can’t see your hours worked.
Does my client need to download the Mobile app too?
The client does not need the Mobile app. Make sure to have them sign off on your hours on your phone when you end your shift. They can also approve your hours using their Kingsley Portal account.
Do I need to have location enabled?
This depends on your state or program. For many programs, you’re required by law to enable location for clock-in, clock-out, and shift approval. Check in with Kingsley or your case manager if you’re not sure about the laws in your area.
The Mobile app does not track your location on an ongoing basis, and you can shut off geo-location during the shift if you’d like to conserve battery. You can also tell the app to only use your location when it’s open.
Just remember: if you have your location turned off, it can take up to 15 minutes for GPS to reorient after you turn it back on. This can cause some delays.
What if I don’t have a smartphone or tablet?
The Mobile app can also be installed on the client's smartphone or mobile device, or a device that stays at the client's home.
What if my phone is lost/broken/stolen/out of battery?
You can log into the Mobile app from any smart device to finish your time entries. Your data will be saved and active timers keep running for your account. This is true even if your phone dies or you no longer use or have access to that phone.
Support at Your Fingertips
Here at Kingsley, caregivers and those they support are our heroes. We want to do everything we can to support you. Most of the support specialist team also use the Mobile app to track their time. So we’re ready and able to handle any questions you have.
Don’t hesitate–please reach out if you have any questions. We’re here to help.