Frequently Asked Questions

This topic lists the most frequently asked questions and their answers about the HHAeXchange Enterprise Portal. Click a category to review the top questions.

The user must update the app from the Apple App Store or Google Play Store. Read more here.

If you need to change your language, follow the steps below. Read more here.

This article explains how to clock in and out of a patient visit using the HHAeXchange app. Read more here.

This article explains how to clock in and out of a scheduled patient visit using the HHAeXchange+ Mobile app. Read more here.

After downloading the app, follow the steps below to create your account. Read more here.

You can select + New Unscheduled Visit from the Schedule page to create a new unscheduled visit. You can make an unscheduled visit for any patient you have access to, whether you have previously worked with the patient or not. You can also create a new unscheduled visit from the Patients page. Read more here.

You can attach a note to a visit for future reference. Follow the steps below to enter a visit note. Read more here.

Use the Connections page to switch between agencies/offices. Read more here.

Visit the HHAeXchange page on the Apple App Store or Google Play to install the app. Read more here.

If set up by your agency, you can edit a visit that has already taken place. Read more here.

To reset your mobile app password in theHHAeXchange App: Read more here.

Complete the following steps to reset your password in the HHAeXchange+ Mobile app: Read more here.

To set your availability, your office/agency must enable this feature.

The My Availability function lets you set, review, and change your availability preferences. Follow the steps below to set your availability. Read more here.

If your agency uses the HHAeXchange App, you're responsible for installing the app onto your mobile device. This article walks you through downloading the app and signing up for the first time. Read more here.

If your agency uses this feature, you will see Chat on the navigation bar at the bottom of the Menu.  A bubble counter shows the number of chat sessions with one or more unread chats. Read more here.

The app treats Linked Patient Shifts as two individual shifts when not handled as a consecutive shift. Each shift requires a clock in and out. Read more here.

Complete the following steps to switch between your connected agencies. Read more here.

When set up by your agency, the consecutive shifts feature allows you to perform a single clock-in and clock-out for multiple consecutive shifts for the same patient or one consecutive shift for two linked patients, such as a husband and wife receiving back-to-back services at the same address. Read more here.

After downloading the app and creating your account on the app, follow the steps below to find your Mobile ID.

  • From the main screen, tap the three-dot menu on the top right.

  • Your Mobile ID is listed at the top of the menu, just below your name. Read more here.

You must update the app from the Apple App Store or Google Play Store. Read more here.

Check to make sure the caregiver is using the following phone versions:

  • Apple iPhones must use iOS version 11.0 or higher

  • Android phones must use version 6.0 (Marshmallow) or higher Read more here.

Complete the following steps to switch between your connected agencies. Read more here.

The Mobile App offers multiple languages when using the mobile device. On the Mobile App Log In page tap the Language Selector icon Language Selector to select a different language. Read more here.

This topic explains how to clock in and out of a scheduled patient visit using the HHAeXchange+ Mobile app. Read more here.

Use the Providers page to switch between Agencies and Offices connected to you. Read more here.

You can create an Unscheduled Visit for any Patient you have access to, whether or not you have previously worked with the Patient.Read more here.

You can attach a note to a visit for future reference. Follow the steps below to enter a visit note. Read more here.

Visit the HHAeXchange page on the Apple App Store or Google Play to install the app. Read more here. 

If set up by your agency, you can edit a visit that has already taken place. Read more here.

Follow the steps in the HHAeXchange portal to edit or fix mistakes made during a caregivers’ mobile app registration: Read more here.

You must have an Activation Code to link the Caregiver Profile with the mobile app. Read more here.

Complete the following steps to reset your password in the HHAeXchange+ Mobile app: Read more here.

When enabled by the Agency, you can review your Availability preferences.

To review Availability, from the Menu, tap Availability. The Availability page displays your Regular Availability and Special Availability for the week. A double green check mark shows preferred times. A single red check mark shows possible but not preferred times. Read more here.

To sign up for the HHAeXchange+ Mobile app: Read more here.

You can access the Chat feature two ways.

  • The bottom Navigation Bar.

  • The Chat tile from the Schedule > Visit > Visit Details.

    Tap the Chat tile to initiate a direct chat to the Agency Coordinator that is assigned to the Patient. Read more here.

You can view your availability preferences once your agency enables access to the availability function on the HHAeXchange+ Mobile app. Read more here.

If office-level configuration flag Allow Clock Out Without Clock In is enabled, caregivers can clock out of a visit without clocking in first. The EVV record is saved with a Clock Out timestamp and no Clock In timestamp. The visit is flagged on the Call Dashboard. The Questionnaires and Goal Tracking features in the app are hidden when the Allow Clock Out Without Clock In is enabled.

The app treats Linked Patient Shifts as two individual shifts when not handled as a consecutive shift. Each shift requires a clock in and out. Read more here.

The following features are supported while you are offline: Read more here.

Reset the Biometric login if the biometric authentication is enabled but does not work for you. Read more here.

Your screen resolution may be set too high, which can prevent you from seeing the entire screen and stop you from scrolling to the bottom. To fix this, go to your phone’s settings and reduce the screen resolution. Read more here.

If you forget your Offline PIN used to log in to the app when you don’t have connectivity, Read more here.

Make sure Push Notifications are enabled on your phone. Here’s how to ensure push notifications are enabled on both iOS and Android phones: Read more here.

When set up by your agency, the consecutive shifts feature allows you to perform a single clock-in and clock-out for multiple consecutive shifts for the same patient or one consecutive shift for two linked patients, such as a husband and wife receiving back-to-back services at the same address. Read more here.

The Patient Signature Report under Report > Visits > Visit > Patient Signature, captures the reasons a required signature is skipped when a caregiver clocks in or out of a visit via the Mobile App. When a Patient signature is skipped the reason displays in the Skip Reason(s) column. Read more here.

If you’re getting an error when completing your registration, it’s often easy to fix. Try the suggestions for the errors below to get your registration completed successfully. Read more here.

If you manually clock out of the first shift in the Consecutive Shift or clock in for the second shift of the Consecutive Shift, the auto clock in and clock out feature is dismissed for the rest of the consecutive shift. Read more here.

Make sure the caregiver is using the following phone versions:

  • Apple iPhones must use iOS version 15.0 or higher

  • Android phones must use version 10.0 (Marshmallow) or higher Read more here.

The Activation Code is used to ensure that the Caregiver is using their own activation code and is validated with their SSN, DOB and email. This adds another layer of security so Caregivers cannot see Patients not assigned to them.