--000000000000d554a405eb55d729 Content-Type: text/plain; charset="UTF-8" Thank you, Tim. That error occurs when a change is made to a shift inside the 60-90 minute window in which ClearCare pushes shift information to the app. Any updates to a shift in ClearCare change the shift ID, which then causes an error in the app because it's expecting the original shift ID and doesn't recognize the new one. This is why we recommend the office contact the caregiver to let them know there has been a change; the caregiver can then use the "Schedule refresh" button which will pull in the new shift ID. If you have the caregiver's information from this particular instance we can take a look at the shift logs to confirm. Thanks, Tori On Tue, Oct 18, 2022 at 4:25 PM Timothy Thomas wrote: > here you go > > On Tue, Oct 18, 2022 at 4:09 PM Tori Porter-Martin tori.portermartin@thekey.com> wrote: > >> Hi all, >> >> Apologies - could someone please forward the screenshot? It didn't come >> through into the support queue. >> >> Thanks, >> Tori >> >> On Tue, Oct 18, 2022 at 3:57 PM Timothy Thomas wrote: >> >>> They're CC'd on this thread. We haven't heard from them so I was >>> following up. >>> >>> Thanks! >>> >>> On Tue, Oct 18, 2022 at 3:56 PM Amy Freeman wrote: >>> >>>> Hi Tim, >>>> >>>> Have you reached out to App support? >>>> >>>> >>>> *Amy Freeman* >>>> Senior Product Manager >>>> (650)722-8247 >>>> [image: TheKey] >>>> >>>> >>>> On Tue, Oct 18, 2022 at 12:53 PM Timothy Thomas wrote: >>>> >>>>> Hi Amy, any news on this issue? >>>>> >>>>> On Fri, Oct 14, 2022 at 8:58 AM Amy Freeman >>>>> wrote: >>>>> >>>>>> Hi Tim, >>>>>> >>>>>> Sharing with support. >>>>>> >>>>>> *Amy Freeman* >>>>>> Senior Product Manager >>>>>> (650)722-8247 >>>>>> [image: TheKey] >>>>>> >>>>>> >>>>>> On Thu, Oct 13, 2022 at 1:13 PM Timothy Thomas wrote: >>>>>> >>>>>>> Hi Amy, >>>>>>> >>>>>>> We're encountering a caregiver app error, see screenshot attached. >>>>>>> Are you aware of an issue? >>>>>>> >>>>>>> -- >>>>>>> Tim Thomas >>>>>>> Head of Canada Division >>>>>>> *Please note my email has changed:* >>>>>>> tt@TheKey.com >>>>>>> (514) 591-9387 >>>>>>> TheKey.com >>>>>>> [image: TheKey] >>>>>>> >>>>>> >>>>> >>>>> -- >>>>> Tim Thomas >>>>> Head of Canada Division >>>>> *Please note my email has changed:* >>>>> tt@TheKey.com >>>>> (514) 591-9387 >>>>> TheKey.com >>>>> [image: TheKey] >>>>> >>>> >>> >>> -- >>> Tim Thomas >>> Head of Canada Division >>> *Please note my email has changed:* >>> tt@TheKey.com >>> (514) 591-9387 >>> TheKey.com >>> [image: TheKey] >>> >> >> >> -- >> *Tori Porter-Martin* >> Director of Implementation and Support >> >> tori.portermartin@thekey.com >> 410-991-9564 >> TheKey.com >> [image: TheKey] >> > > > -- > Tim Thomas > Head of Canada Division > *Please note my email has changed:* > tt@TheKey.com > (514) 591-9387 > TheKey.com > [image: TheKey] > -- *Tori Porter-Martin* Director of Implementation and Support tori.portermartin@thekey.com 410-991-9564 TheKey.com [image