Using the platform? The quickest help is inside it
Tap the help button at the bottom right of any screen. The guide answers how-to questions for your role straight away, at any hour. If something is not working, tap Report a problem with the app: your report reaches us with the details we need, so you do not have to explain twice. Questions about shifts, bookings or pay go to your own office.
Cannot sign in?
- Forgotten password: use Forgotten your password? on your organisation’s sign-in page, or ask your office to send you a reset link.
- Lost or replaced phone: sign in with one of the backup codes you saved when you set up two-step sign-in. If you have none, your office can reset it once they have checked it is you.
- Still stuck, or something is not working? Use the form below.
Contact support
Email support@mbracehealthcare.com, or use the form below. If the platform is down, email works even when the form does not.
When you will hear from us
Support hours are 08:00 to 18:00, Monday to Friday, excluding public holidays.
| How serious | What we aim for |
|---|---|
| Not working at all | A response within 1 hour during support hours, and work continues until it is fixed |
| Something important is wrong | A response within 4 working hours, with a fix or a clear plan within 2 working days |
| A small fault or a question | A response within 1 working day |
Outside support hours we respond on a best-efforts basis, and we always tell organisations about a problem affecting them rather than waiting to be told. Response times agreed in an organisation’s contract take precedence over these.
Reporting a security concern
Please email david.meek@mbracehealthcare.com. Our security.txt explains how we handle reports.
What we do with your request
We use the details you send only to answer your request, and keep them as described in our privacy notice.