What devices can I use the NedCare app on?
Answer: The NedCare app is available on smartphones, tablets, laptops, and desktop computers. However, certain features, such as the Fun (Entertainment) Panel, are only available on laptops and desktops.

Can I use NedCare on multiple devices at once?
Answer: Yes, you can log in to the NedCare app on multiple devices, but we recommend that you only make calls or control your loved one’s environment from one device at a time.

How do I log in to NedCare?
Answer: The NedCare security model requires you to register your device (e.g., phone or laptop) with the NedCare service. Your device is used as a security key, much like a Password Manager security key, and you are not required to log in with each use. The NedCare app does allow you to require the entry of a PIN to make a call to the Resident. The Require PIN feature is controlled via the app Settings, accessible via the main screen.

What happens if I forget my NedCare PIN?
Answer: Reach out to your Family Administrator and follow their instructions to reset your PIN.

Can I change my NedCare username?
Answer: No, the username is set during account creation and cannot be changed except by the Family Administrator. If you need a new username, please contact your Family Administrator.

How do I update the app?
Answer: Updates to the NedCare service are automatic. Updates to the NedCare app are available by checking your app store (Google Play Store or Apple App Store) for available updates.

Is NedCare available for download in all regions?
Answer: The NedCare app is used by family members to remain connected to their elderly family member. The Nedcare app is available in most regions, but availability may vary based on your country and app store policies. Check the app store for your location to see if it’s available.

How do I sign up for NedCare?
Answer: Your Family Administrator (the family member responsible for managing the NedCare services on behalf of the elderly family member) will send you an invitation with registration details. Follow the steps in the email to create your account.

Does NedCare require an internet connection?
Answer: Yes, NedCare requires a stable internet connection for all its features, including calls, monitoring, and entertainment services.

Can I use NedCare over cellular data?
Answer: Yes, you can use NedCare over a cellular data connection, but we recommend using Wi-Fi for better video and audio quality during calls.

How do I start an audio call instead of a video call?
Answer: When you initiate a call, you can choose to make the call audio-only by selecting an Audio Call button. If you are already in a video call, you can make the call quivalent to audio-only by turning off your video by tapping the Video Mute button under the Your Experience menu.

Can I record a video call in NedCare?
Answer: No, NedCare does not offer a built-in recording feature for calls. You can take snapshots, but for call recordings, you'll need to use third-party software (if allowed by local regulations).

How do I take a snapshot during a video call?
Answer: During a video call, tap the Enable Snapshot button in the control panel. You can then save a snapshot of your video feed or the elderly family member’s video feed to your device.

Can I blur my own video feed during a call?
Answer: No, only the elderly family member’s video feed is blurred at the start of a drop-in call. Your video feed will always be shown clearly unless you choose to mute it.

How do I see who is currently speaking in a group call?
Answer: NedCare does not employ Highlight features (such as applying a border appear around the video or audio feed of the person currently speaking) because the highlighting capabilities can be confusing to some elderly users.

How do I switch between my device’s front and rear camera?
Answer: During a video call, tap the Swap Camera button to switch between the front-facing and rear-facing cameras on your device.

Can I make a call at night without disturbing my loved one?
Answer: Yes, but it’s important to respect their Do Not Disturb settings. Make sure they have not enabled this feature for overnight hours. If you are using NedCare at night, the lighting may be low and it may be difficult to see the elderly family member. You can use the Brightness and Contrast controls in the Your Experience control panel to adjust the video feed as necessary.

How do I invite someone else to join a group call?
Answer: Once the group call is in progress, use the Invite option (if available for your account) to send a text message invitation to additional participants.

How long can a video or audio call last?
Answer: NedCare does not set a time limit on calls, so they can last as long as you need, depending on your internet connection.

Can I switch between audio and video mid-call?
Answer: Yes, you can turn on or off your video feed during the call by tapping the Video Mute button at any time. You can turn on or off your audio feed during the call by tapping the Audio Mute button at any time

Does the Monitor feature alert the elderly family member that I am monitoring them?
Answer: No, the Monitor feature does not notify the elderly family member when you are using it. The Monitor feature requires permission from the Family Administrator and we strongly encourage using this feature responsibly.

How do I stop monitoring once I’ve started?
Answer: To end a monitoring session, simply tap the End Call button, and the monitoring will stop immediately.

Is my video feed recorded or stored by NedCare?
Answer: No, NedCare does not store or record your video or audio feeds. All communication is live and private.

Can I block specific contacts from calling the elderly family member?
Answer: Access to the elderly family member via the NedCare service is strictly controlled. Only those contacts authorized by the Family Administrator can call the elderly family member. Contact your Family Administrator to set up or modify the list of contacts allowed to call the elderly family member.

How do I ensure that no one else joins a private call?
Answer: Once the call has been established, tap Make Call Private in the call controls. This will prevent anyone else from joining until you make the call public again.

How do I temporarily stop receiving calls?
Answer: Use the Do Not Disturb feature to temporarily block calls from the elderly family member. You can set the duration for which this feature is active.

Can I block my camera feed but still hear audio?
Answer: Yes, you can mute your video feed by tapping the Video Mute button while keeping the audio feed active.

How do I access entertainment services for the elderly family member?
Answer: On a laptop or desktop, navigate to the Fun Panel and select a streaming service such as Prime Video, Netflix, or YouTube. Log in with your credentials and start the entertainment.

Can I remotely control the volume of the entertainment?
Answer: Yes, you can adjust the volume from your device when the entertainment is playing on the elderly family member’s device. Use the slide-out menu to the left of the shared entertainment screen to adjust the volume level.

What should I do if the streaming service doesn’t load?
Answer: First, select the Return to Nedcare button. Wait for approximately one minute, then try to restart the desired streaming service. If the issue persists, check your internet connection or the streaming service’s login credentials.

Can I stream content from my device to the elderly family member’s screen?
Answer: Not directly. But, if permitted by your account settings, you can share your Desktop with the elderly family member. The content of your desktop is displayed on their screen, and you control what is shown to the elderly family member. Please note that this feature is designed to share relatively static content such as photos and will not deliver a satisfactory experience if sharing a video.

Is there a limit on how long I can share my desktop?
Answer: No, there’s no limit on the sharing time as long as you have a stable internet connection.

Can I start multiple services for the elderly family member at the same time?
Answer: No, you can only stream one service at a time through the Fun Panel. To switch services, exit the current service by selecting the Return to Nedcare button. Wait for approximately one minute, then try to start the desired streaming service.

What happens if I exit the Fun Panel?
Answer: If you have started a streaming service on behalf of the elderly family member, that streaming service will continue to run on the elderly family member's NedCare device when you exit the Fun panel. If you did not start a streaming service on behalf of the elderly family member, exiting the Fun Panel will have no effect on the elderly family member’s device and you will return to the main NedCare interface.

What should I do if the app freezes?
Answer: First, try tapping the Reload button to refresh the app. If the problem persists, restart your device or close and reopen the app.

Why isn’t my camera working during a video call?
Answer: Check if you’ve accidentally muted your video feed. If that’s not the issue, go to Configure in the More Features panel to ensure that the correct camera is selected.

Why can’t I hear anything during a call?
Answer: First, make sure your device’s volume is turned up and that the Audio Mute button isn’t active. If the issue persists, try adjusting the volume in the Resident Experience Panel. If neither of these approaches work, go to Configure in the More Features panel to ensure that the correct audio output device is selected.

What should I do if the app won’t load on my device?
Answer: Check your internet connection, ensure the app is up to date, and restart your device. If the issue continues, try reinstalling the app from your app store.

How do I report a technical problem?
Answer: You can report a technical issue by contacting NedCare support through the Help option in the More... Panel, or reach out via email or phone using the Contact Us section.