If Careswitch shows an outdated page, doesn't load correctly, or displays an unexpected error, your browser may be using saved files or an old sign-in session.
Saved page files are called cache. Cookies store information such as your sign-in session. Start with the quick fixes below before clearing your cache and cookies.
Before you begin
Save any unfinished work. Clearing cookies signs you out of Careswitch. Clearing cookies for all websites also signs you out of most other sites.
You won't need a password to sign back in. Enter your email or mobile number, then the 6-digit code sent to you.
Some screen preferences may reset, including table filters and your calendar view. Your saved Careswitch data isn't affected.
There is no “new version available” banner. Careswitch loads the latest version the next time you open it. Refreshing brings in the update right away.
Choose where to start
What you're experiencing | Likely cause | Try first |
An old layout or a recently released feature that isn't appearing | Saved browser files | Hard refresh |
An unexpected logout, a sign-in loop, or an “Unauthorized” error | Your sign-in session | Sign out and back in |
A problem with the Careswitch phone app | The phone app | The phone app steps below |
Quick fix 1: Hard refresh
A hard refresh loads fresh page files instead of using the browser's saved copy. This often fixes outdated pages without signing you out or clearing browser data.
Windows: hold Ctrl and Shift, then press R.
Mac: hold Command and Shift, then press R.
Quick fix 2: Sign out and back in
For sign-in loops, unexpected logouts, or an “Unauthorized” message, try resetting your Careswitch session:
Open your profile menu by clicking your name or picture in the sidebar.
Click Sign Out.
On Sign in to Careswitch, enter your email or phone number under Email or mobile number, then click Sign in.
Enter the 6-digit Verification code sent to you and click Verify. If it doesn't arrive, click Resend code.
If this resolves the issue, no further clearing is needed. Signing out resets your Careswitch session without affecting other websites.
Clear cache and cookies if the quick fixes don't help
Start by clearing saved data for Careswitch only. If that doesn't resolve the issue, clear cached files and cookies for all sites.
Option A: Clear Careswitch data only
This option leaves your sign-ins for other websites in place.
Google Chrome
At the top right, select More Settings .
Select Privacy and security. Third-party cookies.
Select See all site data and permissions.
At the top right, search for the website's name.
To the right of the site, select Delete .
To confirm, select Delete.
Close and reopen Chrome, then sign back in to Careswitch.
Microsoft Edge
Open Edge browser, select Settings and more
in the upper right corner of your browser window.
Select Settings
> Privacy, search, and services.
Select Clear browsing data, then select Choose what to clear located next to Clear browsing data now.
Under Time range, choose a time range from the list.
Select Cookies and other site data, and then select Clear now.
Mozilla Firefox
Click the shield
icon to the left of the address bar.
Click Clear cookies and site data.
Reload the page.
Safari
Go to the Safari app on your Mac.
Choose Safari > Settings, then click Privacy.
Click Manage Website Data.
Select Careswitch, then click Remove.
Reload the page.
Option B: Clear cached files and cookies for all sites
If clearing Careswitch data alone doesn't help, follow the steps for your browser. Remember that clearing all cookies signs you out of most websites.
Google Chrome
At the top right, select More
Delete browsing data.
Choose a time range, like Last hour or All time.
Select Cookies and other site data.
Check other items you want to delete.
To confirm, select Delete data.
Close and reopen Chrome, then sign back in to Careswitch.
Microsoft Edge
Open Edge browser, select Settings and more
> Settings
>Privacy, search, and services
.
Select Cookies, then click See all cookies and site data and search for Careswitch.
Select the down arrow
to the right of the site whose cookies you want to delete and select Delete
.
Close and reopen Edge, then sign back in to Careswitch.
Mozilla Firefox
Click the menu button
and select Settings.
Select Privacy and security on the left and go to the Browsing data section.
Click Clear data for specific sites. The Manage Cookies and Site Data dialog will appear.
In the Search websites field, type the name of the site whose cookies you want to remove. Items that match your search will be displayed.
To remove all cookies and storage data for the website, click Remove All Shown.
To remove selected items, select an entry and click Remove Selected.
Click Save Changes.
In the Removing Cookies and Site Data confirmation dialog that opens, click OK.
Close the about:preferences page.
Close and reopen Firefox, then sign back in to Careswitch.
Safari on Mac
Go to the Safari app on your Mac.
Choose Safari > Settings, then click Privacy.
Click Manage Website Data.
Select one or more websites, then click Remove or Remove All.
Sign back in after clearing cookies
Being signed out after clearing cookies is expected. To return to Careswitch:
Open Careswitch to reach Sign in to Careswitch.
Enter your email address or phone number under Email or mobile number, then click Sign in.
Enter the 6-digit verification code and click Verify. There is no password step.
Restore your preferred table filters and calendar view afterward.
Caregivers using App Lock in the web portal
If your agency uses App Lock, your 4-digit PIN stays the same. It is saved with your account rather than in your browser, so clearing cookies doesn't change it.
If you've forgotten the PIN, choose to verify with a login code on the lock screen, then set a new PIN.
Troubleshoot the Careswitch phone app
Careswitch is available in a web browser and as an iPhone or Android app. Clearing your computer's browser data doesn't affect the phone app.
If the phone app isn't working correctly:
Update it from the App Store on iPhone or Google Play on Android.
If updating doesn't help, delete and reinstall the app. Sign back in using your email or mobile number and the 6-digit code.
Also check that your phone's operating system is up to date. Careswitch needs a recent iOS or Android version. The app store will tell you if your device is too old to install or update the app.
If the problem continues
Open the same page in a private/incognito window or a different browser to help identify the cause:
If it works there: the original browser may still have saved data causing the issue. Repeat the hard refresh and clearing steps in that browser, then sign back in. Extensions such as ad blockers and privacy tools can also interfere; try disabling them for Careswitch.
If it fails everywhere: the issue isn't related to cache. Contact support through in-app chat. Include your browser, device, and a description of what appears on screen. A screenshot can help.
Frequently asked questions
Will clearing cookies sign me out?
Yes. Cookies store your Careswitch sign-in. After clearing them, sign back in using your email or mobile number and the 6-digit code.
Will I lose work or data?
Your saved Careswitch data is stored on our servers and isn't deleted. Clearing cookies signs you out and resets some screen preferences, including filters and your calendar view. Save any unfinished typing before clearing.
Do I need a password to sign back in?
No. Enter your email or mobile number, then the 6-digit code sent to you. Careswitch doesn't have a password field.
Is there a quicker way to resolve sign-in issues?
Yes. Select Sign Out from your profile menu, then sign back in. This resets only your Careswitch session and resolves most sign-in loops and unexpected logouts.
Will Careswitch show an update banner?
No. The latest version loads automatically when you next open Careswitch. A hard refresh loads it immediately: Ctrl+Shift+R on Windows or Command+Shift+R on Mac.
How do I hard refresh?
On Windows, hold Ctrl and Shift, then press R. On Mac, hold Command and Shift, then press R.
Should I clear browser cache if the phone app isn't working?
No. Browser data is separate from the phone app. Update or reinstall the app through the App Store or Google Play, and check that your phone's operating system is up to date.
What if clearing cache doesn't fix the page?
Try a private/incognito window or another browser. If it works there, repeat the clearing steps in the original browser and sign back in, or check for an interfering extension. If it fails everywhere, contact support with your browser, device, and details of the issue.