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      1. Support & Releases
      2. Contact Us

      Contact Our Support Team

      Support Team Hours

      Monday - Friday: 9:00 AM - 5:00 PM CST


      Create a Support Ticket

      Click Here to create a support ticket online.

       

      Chat with Us

      Use the Chat Feature in KidKare to chat with our support team during Support Hours

      Support Chat Availability:

      Monday, Tuesday, Thursday, Friday: 9:00 AM - 5:00 PM CST

      Wednesday: 10:00 AM - 4:00 PM CST


      Email Us

      1. Email support@kidkare.com

      2. In the Email Subject Line, enter the issue you are needing help with

        • Examples: "I need help logging in" or "My claim doesn't look right"

      3. In the body of the email, provide as much information as possible to help our Support Team give you a faster and more complete response.  Attached images, screen shots, report examples, etc.

      4. Provide your name, username, and user type (center, sponsor, provider, etc.) 

      Best Practices

      The best way to contact Support is through email or chat​​

      • Live chat with us by clicking the icon in the lower right corner of any KidKare screen (login to app.KidKare.com with your HX or CX username)

      • Email support@kidkare.com

      • You may request someone call with the solution after you provide details of your issue in email or chat

      For the most efficient service please:​

      • ​Note anything you have tried to fix the issue, like the below general tips, so we know not to suggest them again

      • Clarify the urgency in the subject line​ (can't submit my claim, question about OER)

      • Reply to our email so that we know all the information you have already shared with us instead of sending a new email on the same topic

      • Detailed description of the issue including:

        • Your name and login: your account name and number​​

        • Who is impacted (name and login)

        • Are multiple users impacted or just one that you know of

        • Do you have the same issue when using different computers

        • Details of issue. Example: specific report name, claim date, provider, or participant name

        • Screenshots (hold down the shift and windows keys and type ‘s’. Drag your cursor over the area where you want a screenshot).

      General Tips

      • Some issues may be with your computer or internet, not necessarily our software. Try the tips at this link to resolve these issues Troubleshoot Login Issues.

        • Accessing a different website (google your local grocery store) to determine if there are issues with your internet connection

        • Refresh your browser

        • Clear your browser cache (be sure to clear for 'All Time')  

        • Restart your computer

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