Support
CareMAR is built and supported by people who have run licensed facilities. If something is wrong in the middle of a medication pass, say so in the first line and we will treat it that way.
[email protected]
Best for anything involving a specific resident or record.
+1 925-391-4231
Quickest for short questions. Please keep resident details out of it.
Please don't send us protected health information. We almost never need it. Your facility name, the resident's first name, and what you were doing when the problem happened is enough for us to find the record on our side — and it keeps PHI out of email and messaging apps, which is better for your residents and for your own compliance.
Common questions
How do I contact CareMAR support?
Email [email protected], or message us on WhatsApp at +1 925-391-4231. Email is best for anything involving a specific resident or record, because it gives us something to work from. Please do not include protected health information in a WhatsApp message — send the resident's first name and facility, or better, the facility name and what you were doing when the problem happened, and we will look it up on our side.
What should I include so support can help quickly?
Your facility name, what you were trying to do, what happened instead, and roughly when. If it involves a specific resident, the resident's name is enough — do not paste medication lists or documents into an email unless we ask. A screenshot of the screen you were on is usually worth more than a long description.
My card was declined. Do I lose access right away?
No. If a renewal payment fails we retry the card on day 1, day 4 and day 7, and email you each time an attempt fails. Nothing changes about your access during those 7 days — you keep full use of the platform, so a card that expired over a weekend never interrupts a medication pass. If it is still unpaid after 7 days the subscription is cancelled and a 14-day window begins in which you can still sign in, view and export everything (records are read-only). At the end of that window the facility and its resident records are permanently deleted.
How do I update the card on file?
Open Account in the app and use the billing section, which opens the secure Stripe portal where you can replace the card. If a payment has already failed, updating the card there is enough — the next scheduled retry will use the new card. You do not need to contact us to restart billing.
How do I export all of my data?
Go to Account, then Export data, and use Export My Data. You get a single ZIP archive containing every resident's records, MARs, physician orders, vital signs, uploaded files and forms, plus a complete data.json. You can do this at any time, as often as you like, and you do not need to ask us for it. Exporting is also how you satisfy your own record-retention obligations if you ever leave.
What happens to our records if we cancel?
You can still sign in, view and export everything (but not make changes) for 14 days after cancellation, and we email the administrator on file the day cancellation takes effect and again 7 days, 3 days and 1 day before deletion, each time with a direct export link and the deletion date. After that window the facility and all of its resident records are permanently deleted; we don't hold protected health information for a facility that is no longer a customer any longer than it takes to hand it back. Export before it closes — California facilities have their own multi-year record-retention obligations that CareMAR does not satisfy on your behalf.
We cancelled by mistake. Can we get the facility back?
Yes, if you act inside the 14-day retention window. Resubscribing restores the facility exactly as it was, with every resident, medication and document intact and no re-onboarding — nothing is deleted until the window closes. Once the deletion has run it is permanent and we cannot recover it, so contact support the same day you notice rather than waiting.
Do you keep backups if something is deleted by accident?
Yes — automatic backups cover the ordinary case of someone removing a record they should not have. Contact support with the facility name, what was removed and roughly when, and we can tell you what is recoverable. This is separate from the post-cancellation retention window, which is not a backup and cannot be extended after it closes.
How do I print a MAR for a licensing visit?
CareMAR prints a full month's medication record per resident in the familiar grid layout that licensing analysts expect, so you can hand over a printed copy during a CCLD visit. Any electronic medication record you rely on should be printable on demand, which is the practical form of the Title 22 requirement to make records available to the Department.
What is included with SecureSign, and what happens after 25 envelopes?
SecureSign is an optional add-on at $19.95 per month per facility, and it includes 25 signature envelopes in each 30-day period. Envelopes beyond the included 25 are billed at $0.50 each and appear on your next invoice. The add-on is off unless you turn it on, and you can turn it off again from your account.
Do you sign a BAA, and how does CareMAR handle HIPAA?
Yes. Every facility signs a Business Associate Agreement at sign-up — you read the full terms and type your name as your signature before storing any resident health information. The version, date and signer are recorded with your account, and you can download your signed copy any time from Settings. Our HIPAA posture — encryption, access logging, and how long we keep data — is described at caremar.org/hipaa.
Can we use CareMAR on an iPad during medication passes?
Yes. Med Pass mode is built for iPads and Android tablets, with large touch targets, per-resident progress tracking and a full-screen layout meant to be used standing up during a round rather than at a desk.
We are still on paper. Do we have to enter everything by hand?
No. There are three import paths: photograph a paper MAR or a pharmacy label and the medications are extracted for you, upload an Excel or CSV file, or forward documents to your facility's import email address. Everything lands in a review queue that you approve before it goes live, so nothing reaches a resident's record without a person checking it first.
Looking for something else?
- Guides — plain-English guides to Title 22, LIC forms, inspections and the Assisted Living Waiver.
- Billing policy — plans, trials, failed payments, cancellation and refunds.
- HIPAA — how we handle protected health information. Your signed Business Associate Agreement is in the app under Settings → Facility, where you can read it and download a copy.
- Privacy and Terms