Troubleshooting & FAQ

I didn't receive the verification email

• Check Spam/Junk folders
• Search for "carihealth" in your email
• Add noreply@mg.mlpipes.ai to contacts
• Wait 2 minutes, then tap "Resend Email"

I forgot my password

Tap "Forgot Password?" on the login screen, enter your email, and check for a reset link.

Password reset doesn't work for Apple/Google accounts

If you created your account using Sign in with Apple or Continue with Google, the "Forgot Password" feature will not work. myCARI does not store a separate password for these accounts.

• Apple Sign-In: Use the "Sign in with Apple" button. Reset your Apple ID password at iforgot.apple.com
• Google Sign-In: Use the "Continue with Google" button. Reset your Google password at accounts.google.com/signin/recovery

I can't log in with Apple Sign-In

• Ensure you're using the same Apple ID you registered with
• Check Settings → Apple ID → Sign-In & Security
• Try signing out of Apple ID and back in
• Contact support if problem persists

"Please use a valid email address" error during signup

This happens when:

• Disposable/temporary email addresses (Mailinator, TempMail, etc.) are not allowed
• Email domain doesn't exist — could be a typo (e.g., "gmial.com" instead of "gmail.com")
• Typo in email address — double-check your email carefully

Use a permanent email address from Gmail, iCloud, Outlook, Yahoo, or your work/school email. Or use Sign in with Apple or Google to bypass manual email entry.

Signing Out of myCARI

myCARI offers two sign-out options in Profile (or Me in Care Mode):

• Sign Out — Your credentials are saved for quick sign-in with Face ID next time. Best for your personal iPhone.
• Sign Out & Clear All Data — Removes all saved login credentials from the device. Best for shared devices, selling your phone, or privacy concerns.

Neither option deletes your account or health data from the server. Your data remains safe and accessible when you sign back in.

Apple Health data isn't syncing

1. Go to iPhone Settings → Privacy & Security → Health
2. Find myCARI and ensure all data types are ON
3. Force close and reopen myCARI
4. Wait a few minutes for sync to complete

Why can't I see my family member's Apple Health data?

Apple Health data is device-specific. Each person needs myCARI on their own iPhone. However, if they add you to their care team with vitals permissions, you CAN view their synced data in myCARI.

Apple Watch workouts aren't appearing

1. Ensure Apple Watch is paired with your iPhone
2. Check that workouts are syncing to iPhone Health app first
3. Open myCARI and pull down to refresh
4. Wait up to 15 minutes for new workouts to appear

I can't tell which notification is which

If your myCARI notifications appear as generic banners without showing the message content, your iPhone's notification preview setting may be turned off.

How to enable notification previews:

1. Open iPhone Settings
2. Tap Notifications
3. Tap Show Previews (at the top)
4. Select Always or When Unlocked

Recommended: "When Unlocked" balances convenience with privacy. Choose "Always" if you want to see details at a glance.

I want previews for myCARI only

1. Open iPhone Settings
2. Tap Notifications
3. Scroll down and tap myCARI
4. Tap Show Previews
5. Select Always or When Unlocked

This overrides the global setting for myCARI only.

Can't find my healthcare provider in search

• Try different search terms (health system name, hospital name, clinic name)
• Check for name changes (e.g., NorthShore → Endeavor Health)
• Search the parent organization — small clinics may be listed under their parent health system
• Tap "Request [provider name]" to submit a request to add them
• Currently Epic MyChart only — other EHR systems coming soon

"Connection Failed" error

Verify your MyChart credentials, check if your hospital uses Epic MyChart, and try again in 5-10 minutes.

My invitation wasn't received

• Verify you entered the correct email address
• Ask them to check Spam/Junk folders
• Resend the invitation
• Try using the QR code method instead

Why can't I add anyone as an emergency contact?

Emergency contacts must be care team members. First invite them to your care team (Profile → Care Team → Invite), wait for them to accept, then go to Safety → Emergency Contacts and add them.

Tip: You can designate someone as an emergency contact during the invitation process by toggling "Add as Emergency Contact" before sending.

I can't see my family member's data

• Confirm you accepted their invitation
• Check which permission level you have
• Ask them to verify your permissions in their app
• Some data (like location) requires additional opt-in

Account switcher isn't showing

• You need to be part of at least one care team
• Accept pending invitations first
• Account switcher appears in top-right corner
• Pull down to refresh if recently added

How do I know when my trial ends?

Go to Profile → Subscription to see your trial end date. Apple also sends a reminder email before charging your card at the end of the 14-day trial.

What happens after my free trial?

• At the end of Apple's 14-day intro trial, Apple charges your card on file for the first paid period (Monthly $9.99 or Annual $79.99)
• To avoid the charge, cancel before the trial ends via Profile > Subscription > Manage or Cancel Subscription, or via iPhone Settings > [Your Name] > Subscriptions > myCARI
• If you don't subscribe and don't have an active trial, you're on the Free Tier — your data remains accessible and basic features keep working

Am I eligible for a free trial?

The 14-day free trial is provided by Apple's introductory offer system and is determined by Apple, not myCARI:

• Eligible: You've never previously subscribed to myCARI Premium on this Apple ID
• Not eligible: You (or anyone on this Apple ID) previously subscribed to myCARI Premium — even if cancelled

When you tap Subscribe, Apple's payment sheet displays “14 days free, then $9.99/month” (or $79.99/year) if you're eligible. If not eligible, it shows the standard price without the trial. Family Sharing: Apple tracks eligibility per individual Apple ID — family members are evaluated independently.

How do I add a payment method?

1. Go to Profile → Subscription
2. Tap Add Payment Method
3. You'll be redirected to our secure payment portal
4. Enter credit card, Apple Pay, or Google Pay
5. Return to app to confirm

What happens when I cancel my annual subscription?

• Your access continues — you keep all premium features until your current billing period ends
• No automatic renewal — you won't be charged again
• No partial refund — annual plans are non-refundable for unused time

Why? Annual subscriptions offer a 33% discount compared to monthly billing. This discount is provided in exchange for a full-year commitment.

Should I choose monthly or annual?

Tip: Start monthly, then upgrade to annual once you know myCARI works for you.