Support

Last updated: 1 July 2026

HomeSafe Carer is built and maintained in the United Kingdom by HomeSafe Companion Ltd. This page tells you how to reach us, what to try before you get in touch, and what to expect once you do.

1. Contact us

The fastest way to reach the team is by email. We read every message and reply personally, usually within one working day (Monday to Friday, UK time).

Email: hello@homesafecompanion.co.uk

Please tell us: the phone or tablet you are using, the app version (Settings → About), and a short description of what you were doing when the problem happened. Screenshots help a lot.

2. Common questions

How do I connect to a loved one?

The elderly relative uses the HomeSafe UK app and shares an 8-digit family code with you. In HomeSafe Carer, tap "Enter Code", type the digits, and confirm your name. You are then connected and their information appears on your Dashboard.

Can more than one family member connect?

Yes. Several carers can join the same family using the same code. Each carer sees the same Dashboard and can help with calls, messages, and emergencies. There is no fixed limit on the number of carers per family in the current version.

Why does the Dashboard say "Status unknown"?

This means our server has not yet recorded any activity from the HomeSafe UK app on your loved one's phone. Ask them to open the HomeSafe UK app once, and the status will update on your next refresh.

The app is showing old information.

Pull down on the Dashboard to force a refresh. If the information is still stale, close the app fully and reopen it. As a last resort, log out from Settings and reconnect using the family code.

How do I change the app language?

HomeSafe Carer follows the language set on your phone. Change your phone's language in the system settings and the app will use it on the next launch. Currently supported: English, Portuguese (Brazil), Spanish, French, Italian, Polish, and Romanian.

How do I stop receiving notifications?

You can turn off HomeSafe Carer notifications from your phone's Settings app, under Notifications → HomeSafe Carer.

How do I delete my account and data?

Send an email to hello@homesafecompanion.co.uk from the address associated with your account, asking us to delete your data. We will remove your carer profile and confirm by email, usually within 7 working days. See the Privacy Policy for details on what data we hold and how we handle deletion requests.

3. Reporting a bug or requesting a feature

We welcome bug reports and feature requests. Please email us with as much detail as you can share and we will get back to you. If you have found something that looks like a security issue, please write "security" in the subject line and we will treat it as a priority.

4. Response times

We aim to reply to all support emails within one working day. Response times may be slower on UK public holidays or during weekends. For anything urgent involving a family member's safety, please contact the emergency services in your country first.

5. Legal and privacy

For the terms that govern your use of the app, see our Terms of Service. For how we handle personal information, see our Privacy Policy.

HomeSafe Companion Ltd — hello@homesafecompanion.co.uk