Help

Download the Apple iOS app here. Requires iOS 10 or newer.

Download the Android app here. Requires Android 10 or newer.

• Open the app for the first time and tap “Sign Up For A New Account”
• Read and accept the Terms Of Use
• Select whether the services will be for you, or a dependent
• Fill in your information and your dependent’s, if applicable
• Create a password and select next

• Open the app and sign into your account
• Select a service that you need help with, and adjust the time if nedded.
• If you’d like to add more services to this request, select the “Add More Services” button and repeat the process above.
• When finished adding services, choose “Proceed to Checkout”
• If applicable, enter a Promo Code
• Select “One Time” for how often you’d like the service
• Select “Choose Time” for when you’d like the service to occur
• Select the date and time that you’d like the service – Note that this must be at least 2 hours in the future
• Enter any notes that you’d like your Caregiver to see and tap “Next”
• Ensure you have the proper Service Recipient, Service Address and Payment Method selected then tap “Submit”
• When your request is successfully submitted, you’ll receive a success message
• After a Caregiver accepts your request, you’ll receive a confirmation message in the app

• Open the app and sign into your account
• Select a service that you need help with, and adjust the time if needed.
• If you’d like to add more services to this request, select the “Add More Services” button and repeat the process above.
• When finished adding services, choose “Proceed to Checkout”
• If applicable, enter a Promo Code
• Select “One Time” for how often you’d like the service
• Select “First Available” for how when you’d like the service
• Enter any notes that you’d like your Caregiver to see and tap “Next”
• Ensure you have the proper Service Recipient, Service Address and Payment Method selected and tap “Submit”
• When your request is successfully submitted, you’ll receive a success message
• After a Caregiver accepts your request, you’ll receive a confirmation message in the app

• Open the app and sign into your account
• Select a service that you need help with, and adjust the time if needed.
• If you’d like to add more services to this request, select the “Add More Services” button and repeat the process above.
• When finished adding services, choose “Proceed to Checkout”
• If applicable, enter a Promo Code
• Select “Recurring Visit” for how often you’d like the service
• Choose the date you’d like the visits to start, the date you’d like the visits to end, and the time you’d like the visits to occur.
• Choose the days of the week you’d like the service to occur
• Enter any notes that you’d like your Caregiver to see and tap “Next”
• Ensure you have the proper Service Recipient, Service Address and Payment Method selected and tap “Submit”
• When your request is successfully submitted, you’ll receive a success message
• After a Caregiver accepts your request, you’ll receive a confirmation message in the app

• Open the app and sign into your account
• Open the menu by tapping the three horizontal lines in the top left corner of the app
• Select “Recurring Cases”
• Locate the recurring request you’d like to cancel by tapping “Next” until you find it
• When you find the request you’d like to cancel, tap “Delete Request” and confirm the cancellation when prompted
  

• Open the app and sign into your account
• Open the menu by tapping the three horizontal lines in the top left corner of the app
• Select “Update Credit Cards”
• If you’d like to remove a card, select it from the “Saved Cards” list and tap “Delete”
• If you’d like to add a new card, enter the new card’s information and tap “Save”
  

• Open the app and sign into your account
• Open the menu by tapping the three horizontal lines in the top left corner of the app
• Select “Manage Service Recipients”
• If you’d like to remove a recipient, select them from the “Saved Service Recipients” list and tap “Delete”
• If you’d like to add a new service recipient, enter their information and tap “Add Recipient”
  

See this question for a complete list of services offered by alice.care.

• Open the app, and on the login screen enter the email address used to create the account, and the associated password, then tap Login.
• If you cannot sign in, make sure your device is connected to the internet. Check that your email address and password are entered correctly. If you’re unable to resolve the problem, we invite you to contact our office for help.

• Open the app and tapp “Forgot your password” under the login screen.
• A password reset email with instructions will be sent to the email address associated with your account.
• Be sure to check your spam folder if you don’t see the email come through.  The email is sent from no-reply@verificationemail.com.
  

• Once your Caregiver arrives, ask them to enable the “add services” option in their app.
• Open the alice.care client app and tap the “Add Services” button then add the additional services as needed.
• If your Caregiver cannot accommodate additional services, a new service request must be created.

• To request a different service, you need to add an additional service to your service request.
• For transparency and client protection, Caregiver are instructed to only complete the requested services.
• To change other details about your service request, you need to cancel the existing request, then create a new one.

• During a service request you can contact an alice.care supervisor by tapping on “Call Help” in the upper right corner of the app during a service request. The number will connect with a supervisor to assist with your request.
• Outside of a service, please call the main office.

• Open the alice.care client app
• Tap “View Details” under Your Requests
• The Service Status indicates the status of your request

• Open the alice.care client app
• Tap the “Cancel Request” button.

• After your Service Request is accepted, you can text message with your Caregiver.
• Open the alice.care client app
• Tap the “Text” button next to the picture of your Caregiver.

• After the Caregiver finishes your service request, tap the “Rate Your Provider” button in the client app
• Select a star rating between 1 to 5, with 5 being the highest. If you rate a Caregiver 3 stars or lower, you won’t be paired with them again.
• You can optionally add comments about the service, and a tip
• When finished, tap the “Submit” button

• After the Caregiver finishes your service request, tap the “Rate Your Provider” button in the client app
• After providing a rating, you choose an amount to tip
• When finished, tap the “Submit” button

• It is important that we know about an issues you encounter with our service.
• If you’d like to report an issue, either call our office directly to speak with a supervisor, or provide feedback in the comments section when rating your provider.

• When your service completes, a receipt is emailed to the address linked to your account.
• If you added a tip to your service, you will receive a separate receipt for the tip.

• After a servcie request is closed we invite you to contact our office number for any questions or needs.

Alice.care provides the services described below.  For additional information, refer to the detail published by the California Department of Social Services in this fact sheet.

• Companionship: If you need to step out for a few hours but don’t want to leave your loved one alone a caregiver can come monitor, observe and engage with them. Take them outside to get exercise, play games, do puzzles, or just hang out and talk.
• Dressing: Help getting your loved one dressed for the day.
  
• Bathing and Grooming*: Assist with grooming, bathing, or a shower. This can be assisting a client in the shower or performing a bed bath. Toileting or changing a brief is included, as well as helping them get dressed, drying and brushing hair after bathing is performed.
• Toileting*: Assistance getting your loved one onto a commode, emptying their bed pan, using the restroom or changing a brief. Please note catheter care cannot be provided.
• Light Housekeeping*: Assistance with vacuuming, mopping, sweeping, sanitizing, changing bed linens, organizing, laundry, or  taking trash can to the curb. Clients are responsible for providing all required cleaning supplies.
• Fall Assistance: Help for non-injury falls. Please call 911 for falls when an injury has occurred.
  
• Transferring: Assistance transferring a client from a wheelchair to a bed or chair.  Caregivers can assist with or without a Hoyer lift. Please provide a transfer belt if needed for transfers.
• Feeding and Meal Prep*: Help with cooking a meal or prepping meals for a later time.
• Medication Management: Ensure medications are taken, observe client packing weekly pill trays.
• Transportation**: Transportation for a loved one to run errands, go to doctors appointments, or providing pick up after treatment/procedures.

* Clients are responsible for providing all necessary supplies.
** Caregivers drive their own vehicle, unless Clients make other arrangements ahead of time.

To request account deletion, access the menu (three horizontal lines) on the top left corner of the app.

From the menu click on Delete Account and follow the onscreen instructions. 

Definitely. The app will enable you to order whatever home care tasks are needed for whomever needs them. So long as the care recipient’s home (the service location) is within the greater Sacramento area, alice.care is standing by to help.

Our current service area reaches and includes El Dorado Hills and Rocklin to the East, Elk Grove to the South, Davis to the West, Natomas to the North, and everything in between. Other included areas include Roseville, Citrus Heights, Folsom, Orangevale, Fair Oaks, Carmichael, Rancho Cordova, and of course Sacramento.

All Caregiver are thoroughly vetted before getting their foot in the door with alice.care. We require Live Scan fingerprinting and conduct rigorous background checks as a standard part of our onboarding process. All Caregiver are, at minimum, registered Home Care Aides with the California Department of Social Services. Most alice.care Caregiver carry additional credentials. Only alice.care Caregiver with CNA (Certified Nursing Assistant) certification are permitted to accept those “ADL tasks” (Activities of Daily Living) which call for more knowledge and experience.

In addition to the minimum credentials required of all Alice Caregiver, each and every individual accepting tasks on our app has also completed our comprehensive training program, administered by the home care experts on our executive team.

With alice.care, you only pay for the tasks you need with no hourly minimums or long term commitments.  As a result, alice.care is a fraction of the cost of a traditional agency.

The app will provide an estimate of the total cost before you finalize your order. Each order will be automatically charged to the card put on file when you created your account. You will not be billed until your Provider marks all ordered tasks as complete within the app.

Yes! alice.care is the perfect solution for times you need assistance in between your regularly-scheduled agency caregiver(s).

We have a 24/7 customer care phone line available to answer any questions: (916) 292-8820

When a Caregiver accepts the service request a notification is sent to your phone, or you can view the status in the alice.care mobile app.

Task based means that you only pay for the specific services requested. Once the service is complete the service provider will leave the premise.

Companionship requests a service provider for a predetermined amount of time. The service provider only leaves if the client requests that the request be cancelled. The minimum time for a companionship request is 30 minutes, with a maximum of 4 hours. If you need more than 4 hours, you need to submit a new service request through the app.

The Caregiver cannot use the time left on previous tasks to complete other activities, but you can request additional tasks on your request through the app. Note that the Caregiver must enable this feature for you in their app since their schedule may not allow for additional services.

Caregiver are notified on the day of the service, but they can view and accept any request that is in the queue up to one week before the service date.

Alice.care supervisors monitor service requests and will contact you prior to the service time in this scenario.

Yes, you can open multiple service requests for different days, times and tasks.

We estimate the time it takes to complete a service.  The client is charged automatically for the extra time if the estimated time is exceeded plus a five minute grace period.

If you have concerns about the amount of time your  provider took, please contact us directly. We’ll be happy to review.

Caregiver are not authorized to ask for client contact information. All communication should happen within the alice.care app for the safety and privacy of both client and Caregiver. If a Caregiver requests contact information, please notify us immediately.

Yes, alice.care is open every day and provides service from 6a to 8p.

On holidays, service rates increase to 1.5 times the normal cost.

Alice.care observes New Year’s Day, Easter, Memorial Day, Fourth of July, Labor Day, Thanksgiving and Christmas holidays.

Your Caregiver provides transportation using their personal vehicle.  If you wish to use a different vehicle it is your responsibility to make these arrangements. 

Some phones allow you to adjust the size of the text and graphics displayed in apps.  Sometimes this can cause text, images and buttons inside the app display incorrectly.  To correct this, you need to adjust the settings on your phone.

Click here for instructions for Apple phones.

Click here for instructions for Android phones.

Caregivers have years of experience and are trained to use assistive equipment. However, there are many types of equipment and brands, and the client may be asked to support and instruct the Caregiver on their own equipment to help with the appropriate care.

Yes.  While mobile phones are a necessary, working tool that Caregivers must keep with them at all times to manage service requests, Caregivers are instructed to limit or not use them for personal reasons during services.  Further, any inappropriate use of a mobile phone, including bullying, will not be tolerated.