CareTime EVV — Support
Questions, bugs, or feedback: email support@river.io. We'll respond within a few business days.
Common questions
My timesheet didn't match what my billing provider expects.
CareTime exports a single generic Self Determination Timesheet template. The data fields (date, service code, time in/out, total, tasks completed, signatures) carry the right information for most self-directed Medicaid programs — but the exact form layout your billing provider uses may differ. If your billing provider requires a specific form, tap Settings → Help → Request a timesheet template to email us — we'll add your provider's template. In the meantime, you can print the CareTime PDF as a worksheet and transcribe to their form. Set your provider name, submission contact line, and default service code in Settings → Pay period & gap → Your billing provider so the header reflects your program.
A timer is running and I want to stop it.
Tap the active tile a second time, or tap the red Stop button in the bottom bar. Care under 30 seconds is discarded automatically (you'll see a "Discarded — under 30 seconds" toast).
I tapped the wrong activity.
Open the Day tab, tap the segment, change the activity in the edit sheet, and save. Editing a segment's start or end time auto-applies a "manual edit" flag so the audit trail shows the change.
Where do I edit Mom and Dad's names / codes?
Settings → Recipients. Each recipient has a name, role label, primary toggle, and a per-recipient timesheet code that prints on the PDF header.
How do I change which Medicaid waiver / service code prints on rows?
Two places. Settings → Pay period & gap → Default service code sets the code applied to new activities you add. To change the code on an existing activity, Settings → Activities → [tap the activity].
A segment crossed midnight — what happened?
CareTime automatically splits segments at local midnight so each calendar day's hours stay clean. The split version flags both pieces as "cross-midnight split" — you can dismiss the flag from the Day tab with the Mark reviewed swipe (leading edge).
What about my data if I lose / replace my phone?
CareTime doesn't sync to iCloud or any cloud service — that's deliberate. Your care records may be considered protected health information, and CareTime is designed so they never leave the device.
Your safety net is iPhone's encrypted iCloud Backup in Settings → [your name] → iCloud → iCloud Backup. CareTime's data lives inside the app sandbox, which gets backed up alongside the rest of your apps. To restore on a new device, sign into the same Apple ID and restore from backup during setup. CareTime itself never uploads anything.
How do I export a timesheet for my pay period?
Export tab → pick Current / Previous / Custom range → pick a recipient → Generate & Share. The iOS share sheet decides where the PDF goes — email, AirDrop, Files, Print, anything you have configured.
The participant needs to sign before I can submit. How?
Tap a segment in the Day tab → Review with participant (leading swipe). The participant draws their signature on screen and optionally sets a 4-digit PIN. The signature is stored on this device as an image alongside the segment; the PIN is hashed with PBKDF2 before storage so the number can't be recovered.
What's the audit log for?
Every segment lifecycle event (start, stop, pause, resume, edit, location capture, approve, unsign, flag review) is appended to a tamper-evident log on this device. Each row is linked to the previous row by SHA-256, so any after-the-fact change is detectable. This is for your records / family review / an aggregator audit — CareTime never uploads it.
How do I lock the app?
Settings → App Lock. Set a 4–6 digit PIN; optionally enable Face ID or Touch ID. Auto-lock can fire after 1 / 5 / 15 minutes of inactivity, or never (set in the same screen). After three wrong PIN attempts the keypad cools down for 30 seconds.
I want to redo the onboarding tour.
Settings → Help → Replay tutorial.
What CareTime does not do
- Submit your timesheet anywhere. The PDF goes wherever you send it via the share sheet. CareTime doesn't have a backend.
- Sync between devices. One phone per install. Use iPhone's iCloud Backup to move to a new device.
- Replace EVV systems like Sandata, HHAeXchange, CareBridge, or AuthentiCare. Those flows still happen out of CareTime.
- Collect analytics or send crash reports. No third-party SDKs.
- Background location. Location is captured only at clock-in and clock-out, one fix per tap.
Reporting a bug
Email support@river.io with:
- The version (Settings → at the bottom, e.g. v1.0.0 build 1).
- What you were doing when the bug happened.
- What you expected vs. what actually happened.
- A screenshot if you can.
We don't collect logs or diagnostics from the app. If a bug is reproducible you'll need to walk us through it.