Frequently asked questions

A little more clarity.

From your first account to your next care visit. Find the details that help you move forward.

Planning a visit

Will more care services be added?

We continue to introduce services over time. Check Aupaire Care for the options currently available in your area and newly added services.

Can overnight care start at any time?

Overnight services have specific start windows and visit durations. Choose from the times offered for the selected service in the app.

How does Aupaire help me find the right professional?

We continually welcome more qualified professionals and grow the Aupaire network, with one aim: helping you find the right match from your very first request. If your request needs a little more time, you can adjust your preferred time or care details, or explore available professionals and book directly in the app.

Changes to a booking

How do I cancel a confirmed visit?

Open the booking and use its cancellation option when available. Review the cancellation details and any applicable charges or refund information before confirming. Contact support if you cannot complete the action.

Can I ask for more time during a visit?

Use the extension option when it is offered in the active visit. Extra time depends on the professional’s acceptance, availability and the required payment confirmation. Follow the updated visit status before assuming the extension is confirmed.

What should I do if the professional is delayed?

Open the booking for the latest status and available actions, and message or call the professional. If you need to cancel or ask for help, use the options shown or contact support. The booking’s applicable policy determines any charge or refund.

Updates & support

How can I contact my care professional?

Use in-app chat and voice calls to coordinate an eligible confirmed visit. During care, video calls let you check in with the professional and see your loved one while you are away. You do not need to exchange personal phone numbers. Follow the communication options available in your booking or chat.

Why is the arrival map not updating?

The map can show a last known location while a new update is unavailable. Check the location status and update time, and refresh when the app offers that option. A map position or estimate is not confirmation of arrival; message or call if you need an update.

What if my payment is still being confirmed?

Follow the payment and booking status shown in the app. A pending payment is not a confirmed booking or extension. If it remains unresolved, contact support with the booking reference and the status displayed.

How do I raise a concern after a visit?

Contact Aupaire support with the booking reference, the date and a clear description of what happened. Include the relevant visit or transaction details so the team can review the specific issue.

Managing your work

How can I apply as a professional?

Join the Join the professional onboarding wait list and our professional onboarding team will contact you about the next steps and an online interview. Or register directly in Aupaire Pro, complete your profile and identity verification, and schedule an interview from your dashboard.

What qualifications do I need?

All applicants must hold at least a bachelor’s degree. Education, early childhood education and related fields are preferred. Nursing applicants must also hold a valid nursing licence. We review qualifications and complete the required screening before onboarding.

What happens after I join the waitlist?

Our team reviews your details and contacts you about the next onboarding steps. You complete the required vetting, identity and qualification checks before joining as an approved independent professional. Then set up your profile, availability and preferred work areas to welcome direct bookings, and enable AutoMatch to receive suitable matching requests.

Why is a service not available on my professional profile?

Each service has its own eligibility and credential requirements. A service becomes available only after the required review and activation. Check your profile for outstanding steps, and keep your service areas and availability current.

How should I update my working hours?

Use Availability in Aupaire Pro and check that your changes are saved. Review any existing bookings separately; a change to your working hours is not a request to cancel a confirmed visit.

How do I track my earnings and weekly payouts?

After each completed session, your earnings and payout status are recorded in Aupaire Pro. Payouts follow the weekly schedule shown in Settings, under Payouts, and are sent to your saved bank account or personal wallet. Review the schedule, payout history and saved method there. If you need help, contact support with the payout reference and displayed status.