Contacting support
How to reach CareCommunity support, and what to include so we can help quickly.
If something isn't working and these help articles don't solve it, CareCommunity support can look into it with you.
How to reach us
Chat with us. Click the chat button in the bottom-right corner of any help center page, and a member of the support team will reply there.
What to include
The more we know, the faster we can help. Tell us:
- Your agency's name, and your own name and email.
- The job: its title and location, as it appears on All Jobs.
- The candidate, if it's about a person: their name as it appears in the ATS. Leave out phone numbers, email addresses and other personal details unless we ask.
- What you did: the page you were on and the button you clicked.
- What you expected, and what happened instead. Copy any message the screen showed, word for word.
- When it happened: the date and roughly the time.
- A screenshot, if you can take one.
Tip: "My email to Maria Lopez on the Albany HHA job shows Not delivered · the email bounced" gets answered much faster than "messaging is broken".
Before you start a chat
A few quick checks often fix it:
- Reload the page. Many screens also have a Try again button.
- If a button is missing or greyed out, you may not have permission for it. Your agency owner can check your role under Roles & permissions.
- Look for the matching article in Troubleshooting.
Note: Support can't change your card or fund paid ads for you. Your account owner manages the card, and owners and admins manage budget groups.