This article helps troubleshoot common issues in the CareSmartz360+ Caregiver app, such as:
Unable to clock in or clock out
Location not detected
Missing visit notes or tasks
App errors related to permissions
Most of these issues occur when required permissions are not enabled or mandatory visit details are not completed. Follow the steps below to resolve them.
When You First Open the App
When opening the CareSmartz360+ app for the first time, a pop-up will request Location access.
👉 Tap Turn On (or Allow)
👉 Select Allow only while using the app
Why this is important:
The app uses GPS to verify that you are at the designated client location during clock-in and clock-out, which helps prevent missed punches and ensures EVV compliance.
If you selected No thanks, Deny, or skipped this step, follow the steps below.
If You Missed, Denied, or Need to Change the Previously Selected Location Access Option
Step 1: Open Phone Settings
Go to your device’s Settings.
Step 2: Go to Apps
Tap Apps (or Apps & notifications).
Step 3: Open App Management
Tap App Management or See all apps.
Step 4: Select CareSmartz360+
Find and tap CareSmartz360+, then tap Permissions.
Enable Location Permission
Tap Location
Select Allow only while using the app
Turn ON Precise Location
⚠️ If not enabled:
When attempting to clock in/out, you may see:
“Unable to fetch your current location.”
Tap OK and enable Location, and follow the steps mentioned above.
Why this matters:
Ensures accurate clock-in/out location
Prevents failed clock-in/out
Supports EVV compliance
👉 Also confirm:
Go to Settings > Location and ensure Location Services are ON
Enable Additional Required Permissions
After enabling Location, allow the following:
1. Physical Activity
Select Allow only while using the app
Why is this required?
Improves visit tracking accuracy
2. Photos & Videos (Storage)
Select Allow or Allow all
Why is this required?
Upload visit notes and images
Add digital signatures
Attach care-related documents
Refresh Your Location Using the Client Address
If your location is not updating correctly or the app is unable to detect your current location, you can refresh it by opening the client’s address in Maps.
Step 1: Open the My Clients Tab
Navigate to the My Clients tab in the CareSmartz360+ Caregiver app and tap on the client’s name.
Step 2: Open the Map Section
Scroll down to the Map section and tap the blue navigation arrow
Step 3: Confirm to Open Maps
A prompt will appear asking you to open Maps. Tap OK.
Step 4: Select Maps
On the next screen, select Maps to open the client’s location.
Step 5: Return to the CareSmartz360+ App
Once the map opens and your location is refreshed, return to the CareSmartz360+ app and try clocking in or clocking out again.
Yellow Items in Schedule (Mandatory Requirements)
In the Schedule screen, any icon shown in yellow means it is marked as mandatory by your agency and must be completed before clocking out.
Injury (Yellow)
If Injury appears in yellow:
Tap Injury
Enter/update required details
Tap Save
Visit Notes (Yellow)
If Visit Notes appears in yellow, at least one note is required.
To add a visit note:
Tap Visit Notes
Tap the + icon (top-right corner)
Enter notes
Tap Save
Mandatory Tasks
If tasks are required:
Open the task list
Update each task status (Completed / Not Completed, etc.)
Ensure no task remains in “Scheduled.”
Note: You can select multiple tasks to update the status in bulk or select the tasks individually to update their status.
⚠️ You may not be able to clock out until all required items are completed.
Important Notes
Keep permissions set to Allow while using the app
Ensure device Location Services are ON
Disabling permissions may result in:
Failed clock-in/out
Missing visit data
Incomplete documentation
Additional Tips
🔄 Restart your device after enabling permissions
⬆️ Update the app from the Play Store
Click here for steps to update app:
🔁 Recheck permissions after updates
Troubleshooting
Permission Denied Message
If you see a permission error:
Go to Settings > Apps > CareSmartz360+ > Permissions
Enable the required permissions
App Not Working or Crashing
Go to Settings > Apps > CareSmartz360+ > Storage
Tap Clear Cache (do not tap Clear Data unless instructed)
If the issue continues:
Reinstall the app
Log in again and recheck permissions
Need Assistance?
If you continue to face issues after enabling all permissions, please reach out to your agency administrator or CareSmartz360 support team (833-833-3135) for further assistance.