Families: Frequently Asked Questions

You've browsed the available providers, or maybe you've got a dozen responses to your job post, and now you're ready to start communicating, start running background checks, and start finding the perfect fit for your household. First, you can click the "My Profile & Settings" link located on the left side of your Care.com homepage.

Next, visit the Membership Information section about halfway down the page. You'll see that your current membership plan is the Basic membership. You can click the upgrade link to view your subscription options, or click here to upgrade now!

If you have received an email indicating that your account has not been approved, it is often a result of your personal information being incomplete, or incorrect. Visit your General Information Settings and double check that all information is accurate, and resubmit by clicking the button at the bottom of the page. You may also click here to go directly to your General Information Settings.

Please be sure you have submitted:

• Your full first and last name
• Your permanent address - your street name and number or P.O. Box in address field
• A valid email address

Your account may also not be approved because we may have determined that you do not meet the eligibility requirements set forth in the terms of use for participating in Care.com. We also reserve the right to not to approve your account for any reason or no reason, with or without notice. Furthermore, we have no obligation to notify you of the reason, if any, we did not approve your account.

Use the checklist below to be sure your photo meets the following approval standards. Once you have found a photo that meets these requirements you can resubmit it by clicking here.

• The orientation of your photo must be uploaded correctly.
• Family photos and photos of children are OK.
• No pictures that are too blurry, or too dim.
• No photos with anything inappropriate in the background (No alcoholic beverages).
• Photo cannot contain any contact information.
• Everyone in the picture must be fully clothed, including children.
• Photos cannot be copyrighted.

It is important to keep your personal information up to date. At the top of your My Profile & Settings page you'll find your General Information. By clicking the Edit link you can update your name, address, email, phone number, etc. You can also edit your password from this section.

Generally, the only private information we make publicly visible on Care.com is your first name, the first initial of your last name, and the town and state you live in. We do not share your street address, email address, last name, birth date, or phone number. It is also visible whether or not you have connected to Care.com through Facebook. Please visit our Privacy Policy for complete information about our information collection, use and sharing practices.

Please also know that any personal information you post in your job posting, in groups you participate in or in reviews or other postings on the site will be visible to site visitors and/or other members. Also, any personal information you include in your communications with other members will be visible to them. We encourage you to use discretion in sharing personal information with others.

Your contact information is kept private until you voluntarily share it with providers through private messaging. Additionally, you will notice that everyone on Care.com appears as first name and initial of last name only.

If you've forgotten your password, just follow this link and enter your info to get a temporary password sent to your email. Once you're logged back in, you'll be able to reset your password to something that you'll never forget!

We do our best to only send you emails that are useful, but if you'd like to stop receiving some (or all) promotional emails from us, just click here. This will take you to the Privacy Settings and Preferences area of your Care.com account where you can specify which promotional emails you'd like to receive and which you'd rather not. You can also unsubscribe using the link at the bottom of any promotional email we send you.

Please note that even if you opt-out of receiving marketing emails, we may continue to send you administrative emails regarding Care.com, including, for example, notices of updates to our Privacy Policy, if we choose to provide such notices to you in this manner.

You've found your caregiver or service provider, and now you're ready to downgrade your account. Visit the My Profile & Settings page, and navigate to the Membership Information section about halfway down the page. Here you will find the option to downgrade your account. By setting your account to downgrade, you are telling your account not to renew at the end of your current subscription period, and you will no longer be charged. You can perform this action well ahead of time so that it will automatically downgrade for you at the end of your current subscription period. Please note that once your account downgrades, you still retain a free account that you can use at any time in the future. Also note that if you want to access any of the contact information that you've accumulated, you should write it down before the account downgrades to keep it for your own records. You can click here to go directly to the downgrade page.

You've found your caregiver or service provider, and now you're ready to close your account. Visit the My Profile & Settings page, and navigate to the Membership Information section about halfway down the page. Here you will find the option to downgrade or close your account. Please note that closing your account is a finite action and cannot be undone. You can click here to set your account to close.

Posting a job is one of the most effective ways of accumulating quality, targeted applicants for your specific needs. In the top left corner of your Care.com homepage, you'll see a button that says, "Post a Job Today". Click Get Started to begin posting your job. We'll ask you some general information about what you're looking for, and then you can fill out a more detailed description, informing available providers what the responsibilities and expectations are for the position. Keep in mind that the information you post is publicly visible, so use your best discretion as to the content you include regarding medical conditions, ailments, or special requirements. You may also click here to post a job now.

You can always edit, update or close your Job Post directly from your Care.com homepage. You'll notice on the left side of the screen is a list of navigational links. Among them is one titled "My Jobs". By clicking this link you'll see a list of your current and past job posts, each with the option to view, edit, close, or re-post.

Please note that by default your job post will be listed for three weeks from the post date. You can change this date by editing the post and selecting the date you wish your listing to expire. Be sure to submit your changes when you are finished! You may also click here to visit your Job page now.

You can always edit, update or close your Job Post directly from your Care.com homepage. You'll notice on the left side of the screen is a list of navigational links. Among them is one titled "My Jobs". By clicking this link you'll see a list of your current and past job posts, each with the option to view, edit, close, or re-post.

Please note that by default your job post will be listed for three weeks from the post date. You can change this date by editing the post and selecting the date you wish your listing to expire. Be sure to submit your changes when you are finished! You may also click here to visit your Job page now.

The following list comprises the most common reasons as to why a job post may not be approved:

• Job posts are publically visible. Please use your best discretion when including information specific to medical conditions, ailments, or special requirements.
• Be sure that you do not include your phone number or email address, any last names or children's names. Posts are publicly visible, and we want to save your personal information for private communications.
• No specific locations or addresses. For safety purposes, we encourage sticking to the details of the job, not the precise location.
• PLEASE DO NOT WRITE IN ALL CAPITAL LETTERS! It rather feels like we're being yelled at.
• Be sure to include enough detail about the position so that your message is clear and can be understood by a broad audience. Try to avoid abbreviations, and if you're adding a lot of content, separate into paragraphs for easier reading.
• Be sure that you have posted in the correct category, and make sure that all information is relevant to the position description.
• Your subject line should be unique and specific. Instead of just writing "Dog Walker", try using keywords to help your post stand out, like "Searching for a Full-time, M-F Dog Walker"
• Bullet Points are nice, but let's not go overboard. Caregivers and Service Providers appreciate hearing your voice in the description, so please use complete sentences.
• Be sure that your Account Information (full name, permanent street address, etc.) is accurate. Incomplete or false information will not be approved.
• All businesses, companies, agencies, and organizations should be registered with an appropriate business account.
• Your account is intended for your household only. Multiple families should have separate accounts.
• Please check your spelling and grammar. We have provided spell check for your assistance.

If you find yourself unable to respond to your job applicants, you may want to check these two things first:

• You must be a Premium Member to contact other members on Care.com. Click here for more information on upgrading your membership.
• Be sure that you are logged into your account. If you are unsure, try logging out completely and logging back in to ensure that you are logged in correctly.

If you continue to have trouble responding to a message, it may also be that the provider you are trying to contact is not available or has deactivated their account.

Job posts are publicly searchable, and it is not possible to keep any one person from finding them on the website. However, you can block someone from contacting you at any time. Simply find the messages between you and the person you wish to block, located either in your "My Messages" folder or in the "Sent Items" on the same page. When you click into a message thread, you will find the "Block Sender" option in the top right corner of the message.

Whether you've chosen to post a job to advertise your care needs, or opted not to, you can still browse and reach out to local caregivers and service providers directly. Near the top of most of the pages on Care.com you'll notice a search bar with your zip code already entered for you. You can choose the type of caregiver you are seeking (Child Care Provider, Senior Care Provider, Tutor, etc.) and the search radius in miles. When you're ready, click Go!

Once you've run your search, the next page will list the results based on your chosen options. You will see that the left side of the page offers a variety of refinement options, including years of experience, availability, hourly rates, etc. There is also a Keyword Search option if you want to search for a caregiver by name, special skill, or any other keyword.

At the top of the list there is also a menu that allows you to sort the way you view the results by Distance, Experience, Location, etc.

Once you've narrowed your results to a relevant and manageable list, you can also save your search by clicking the "Save Search" button in the top left corner. To re-run your saved search at any time you'll be able to return to the search page, and the top left corner will provide you with a "Run Saved Search" option. Please note, to view or run your saved search you must be logged into your account.

Each of the profiles you view are managed by the caregivers and service providers that created them, and the providers are ultimately responsible for their accuracy. Each profile provides you with an availability chart detailing the days and times that the provider is available. You will also notice that each profile also indicates the "Last Login" at the top of the page, so that you can easily get a sense of their activity on the site.

You've browsed through a dozen profiles and now you want to contact your top candidates. To begin contacting you must have a Premium Membership at this time, and be sure you're logged into your account. On the provider's profile you will have the ability to send them a direct message - these are private messages and you can include contact information if you prefer. Messages sent through Care.com are just like sending an email and are delivered instantly.

Many providers will also allow you access to their phone numbers, which you can obtain by scrolling down their profile to the Contact section, and then click the "Show Phone Number" option.

Reviews are a helpful and public way of letting people know your experience with caregivers you have met or worked with in the past. If you have previously been a paying member of Care.com, you will have the ability to write a review through that account at any time. You do not need to be a currently paying member. Just locate the provider's profile, scroll to the Reviews & References section, and click the Write a Review button.

Alternatively, If you have never had a Premium Account with Care.com, you can still write a review with a free account. You must be a registered member of the site to write a review, however you do not need to be a paying member. Once you have the free account set up, the provider can then invite you to Connect on Care.com. By sending you the invitation email, you will be prompted to Connect with the provider and write a review for them in the process.

If you wish to Edit a review that you have previously written, simply find the review on the provider's profile, and click the Write a Review button again. Your previous review will be pre-populated and you can make your changes there.

Please note that all submitted reviews and changes undergo an approval process and may take up to 24 hours to appear on the site.

While viewing a provider profile, you can scroll to the "References and Reviews" section. This is where providers will list their references, and you have the option to listen to an existing recorded reference interview, or request a new one if it is not yet on file. We''ll do the interview for you, and you will be provided with an audio link to listen to the results.

When you are viewing a provider's profile, you'll notice several links in the top right hand corner of the profile that allow you to designate providers as a "Favorite" or "Maybe". You can also Hide providers that you do not wish to appear in your search results. When you've sorted through several providers, you can find a list of your Favorites and Maybes by visiting your "My Caregivers" page located on the left side of your MyCare.com homepage. Or, to keep it simple, you can click here.

From you Care.com homepage, you can use the navigational links on the left side of your page to find the "My Caregivers" option. By clicking this link you'll be brought to a page where you can browse through the providers you've designated as Favorites and Maybes. We also provide a Recently Viewed page so that you can track profiles you've recently accessed. To go directly to this page, click here.

You'll notice in the top right corner of the page, or by clicking the "Refer Friends" link located on the left side of your homepage, that Care.com offers a referral program for getting your friends and family involved in Care.com, while also earning yourself an Amazon gift card! Follow these three steps to earn your gift card:

1. By visiting the Refer Friend page you'll find your own unique referral link.
2. Copy and paste your referral link into an email, and share it with your friends and family.
3. When friends or family sign up through your referral link on Care.com, they will need to become premium members for a minimum of one month, and they get a 20% discount for signing up through your link. When their first month completes, your referral will be complete and you'll receive your gift card within 4-6 weeks!

To get started, click here!

If you or someone in your household is active military, you may visit the Military Families tab located on the top of your homepage. By upgrading your account through this page you receive a perpetual 25% discount on any subscription you choose. If you'd rather, click here!

Care.com takes the safety and standards of the website and our members very seriously. As much as we focus our energy on these efforts, the feedback we get from our members is a crucial part of improving the overall experience. If you would like to report a concern to Care.com, please feel free to let us know by using the "Report" button located in the top right hand corner of every profile and message thread you view on the site. This report is a direct communication between you and the Care.com safety team, and it is kept private and confidential at all times, except where required by law. You may also email us directly from the Contact Us page, or send an email to careteam@care.com. Please visit our Safety Center for more information.

If you would like to list yourself as a caregiver or service provider, or to apply to Care Jobs through the website, you will need to create a secondary account to do so. Registering as a provider is a different process and requires a separate account. You simply need to log out of your existing account and register as a new member. You'll notice that the one of the first questions on the registration form asks if you would like to Hire a Caregiver, or if you would like to Apply to Care Jobs. By choosing "Apply", you will be guided through a process that will allow you to create a profile and begin applying to positions at your own convenience.

A Preliminary Background Check relies on criminal record data that is provided by jurisdictions across the country to a national database. The specific data in this database and the frequency it is updated varies by jurisdiction. For many jurisdictions, only felony conviction records - not arrest records - are included in the database. Massachusetts includes only registered sex offenders. Read What's Covered By A Background Check to learn exactly what records are searched.

A Preferred Background Check includes everything in a Preliminary Background Check, plus:

County Courthouse Records Search- This is a search of the records on file in each county where the user is known to have lived in the past 7 years. This type of search can find criminal records in jurisdictions that do not provide information to the national criminal records database. (Note: Due to local regulations, for most counties in New York, a county courthouse search will be replaced by a statewide search).

Federal Courthouse Records Search- This is a search of the records on file in each federal jurisdiction where the user is known to have lived in the past 7 years. This type of search can find criminal records for federal offenses in jurisdictions that do not provide information to the national criminal records database.

The Preferred Plus Background Check additionally includes a motor vehicle search of public driving records. This is particularly recommended for positions that require driving or transportation. Please note that the motor vehicle check is solely for the current state of residence or the state where the driver’s license is held.

To view a background check you can start by visiting a provider profile. There will be an indicator letting you know if the Background Check is already on file, or if you need to request that a background check be run. Because background checks contain personal and sensitive information, permission must be granted before you can view the results. Upon requesting access, the provider receives an email notification informing them that you would like to view their background check. Once they have granted access, you will also receive an email notification informing you that the background check is available.

Once you have been granted access to background checks, you can view them at any time from the Background Check link on the left side of your Care.com homepage.

If the provider does not have a current background check on file, or if their background check has recently expired, you can request that they run a new check at no additional cost if you are a premium member. By clicking the "Request Background Check" link located on their profile, the provider will receive an email that will prompt them to provide us with the proper information needed to run the background check. If the provider consents, we will run the background check. You will be notified of the results between one and three business days, and you can access the check at any time by clicking the Background Check link located on the left side of your Care.com homepage.

Once your background check request has been accepted by the provider, the Preliminary background check returns restults within one day, while the Preferred check can take up to a week. The Preferred Plus check can take as much as two weeks due to the the motor vehicle records search.

When you visit your Background Check page, you will notice a Status column indicating the status of the check. Pending means that the provider has not yet granted permission to run or share the background check. (They may not realize that they have to click "Grant Access" for you to view it.) In Progress means that the check is currently being run, and the results should be returned in the allotted time frame.

Keeping your billing information up to date makes it easy to upgrade and downgrade whenever you would like to use the service. To change your billing information, visit your "My Profile & Settings" page, and scroll all the way toward the bottom. One of the very last sections is titled "Credit Card Information". If you'd rather, you can click here.

The most common billing errors can be fixed by double-checking all of your input information:

• You must be located in the United States and have a U.S. billing address.
• Your card must be a Credit or Debit card - no pre-paid cards, no gift cards, and no cards based outside of the United States.
• Check all of the numeric fields that the information is accurate, and be sure to select the proper card type from the drop down menu.
• The Billing zip code must match the zip code that is registered with the issuing bank or credit bureau. If you have recently moved or relocated for any reason, it may be worth trying your previous zip code as this information can often take up to several months to update.

Less common errors may be included in the following list. In general, these errors indicate that you would need to contact your banking institution for more information.

• New or recent address or name change may cause an Address Verification decline.
• Insufficient Funds.
• Your banking institution may require verbal confirmation from you directly. (This can sometimes happen with subscription services.)

Care.com forwards all credit card numbers it receives from members to our credit card processor for validation and payment processing. Once our processor validates the credit card information, we delete the credit card number from our database (with the exception of the last 4 digits). This deletion typically occurs within days of our receipt of your credit card. Accordingly, we only retain your credit card number (with the exception of the last 4 digits) for only a few days.

If you first attempted to run your card, and if you were prompted to correct certain information or entered information incorrectly, your card will have declined. This decline may appear as a pending charge on your bank or credit card statement.

Care.com reverses any pending charges you see as a result of a card decline, generally within 24 hours. Your bank or credit card company's timeline processing this reversal may vary based on their policies, but usually takes between one and three business days.

Care.com subscriptions are nonrefundable, and there are no refunds or credits for partially unused periods. However, exceptions for renewal charges specifically may be made if your account meets the following criteria (please note that this exception applies only to the most current renewal charge, and not the initial upgrade charge on your account):

• Your account has not been used since the most recent renewal charge, AND
• Your request for a refund is made within thirty (30) days of the most recent charge.

Charges older than thirty (30) days are not eligible for a refund under any circumstances. This applies to any membership length (ie: 1 month, 3 month, or 12 month). Additionally, no refunds will be offered for discounted monthly installment plans, bundled packages, background checks, or products and services purchased through any third-party promotions or organizations.

Our Senior Care Advisors have a background in one or all of the following: social work, geriatrics, and senior care. Many are licensed social workers or have a Master's in Social Work. What this means to you is that they have experience working with senior care needs and available options.

Senior Care Advisors will help you navigate through senior care services, such as home care, companionship, independent or assisted living, memory care, and more. The Senior Care Advisors will support you throughout the process; beginning with an understanding of the care needs you or your aging loved one have. On your behalf they will research and contact the providers in your area. Only those that can best meet your needs and provide you with peace of mind will be referred to you. The Senior Care Advisor services you receive are completely free.

Unsure about where to begin or what type of care you or your aging loved one needs? Connect with our team of experts for: personal support and guidance, provider options matched to your needs and peace of mind. Get unbiased advice from one of our experienced Senior Care Advisors and call 1-855-490-8652. Advisors are available by phone from 8am-8pm EST Mon-Fri and 10am-6pm EST on Saturday and Sunday.

Our Senior Care Planning Team understands that each family's situation is unique and that is why we approach everything in a highly personalized manner. Whether you need help adjusting to the new responsibility of caring for a parent who can no longer care for herself or you need a trusted expert to research and locate potential providers for your loved one, assisting families and seniors navigate the ever changing world of senior care is what we do. Our team of Advisors will provide you with personalized, professional guidance to meet your family's needs including consults, family meetings, and connecting you with provider options you may need. We do this through creating personalized roadmaps with clear steps and strategies to help you face the challenges so you can focus on what's most important - spending time with your loved one. And with our vast network of vetted providers and resources on hand, we deliver solutions that will ensure your satisfaction. Please note that we do not provide any medical, legal or financial advice, nor do we provide any diagnosis or treatment, or engage in any conduct that requires a professional license. Based on the information you give us, we provide a list of potential providers, but it is up to you to select the appropriate care provider for your family.

Senior Care Planning is for people who need additional support and guidance with their senior care needs. You may have this service as a benefit through your employer or you can contact us and request a consultation or an action plan.

Teen caregivers are care providers on Care.com that are 14 – 17 years of age. These caregivers can create service profiles just like every other provider on the site, however these are parent-monitored accounts in which a parent or guardian is notified of all activity and messaging through the account.

Teen caregiver profiles will clearly state Under 18, and also the profiles and messages with teen caregivers will indicate that you are viewing or communicating with a parent-monitored account.

For the safety of both care seekers and caregivers, any caregiver under the age of 18 is required to have a parent or guardian oversee their account. The parent/guardian has access to account and profile information, and is copied on all incoming and outgoing messages.

Like all member accounts on Care.com, personal contact information including email address, phone number, last names and street addresses cannot be seen or accessed on Care.com. We encourage all of our members to browse the Safety Center for information and tips to making safer decisions throughout your search.

Because of varying state laws, legal restrictions and protected information for individuals under the age of 18, background checks are not available for teen caregivers.

Contact information is not directly accessible through Care.com or on a member’s profile, however Care.com offers a messaging system, just like email, through which you can send private messages to the provider of your choice. After exchanging several messages, we encourage you to follow the advice in our Safety Center about exchanging personal contact information and setting up a public interview.

While teen caregiver profiles do not reveal personal contact information, we encourage you to explore each profile and view the available info, such as references, written reviews, and the safety & verification dashboard. This allows you insight into the member’s experience, qualifications, and availability. When you find candidates that you are interested in, you can send them a private message by clicking the Contact button located at the top of their profile.

Family Child Care is a unique category for care providers that offer family child care services out of their own home. When you search for child care on the site, family child care programs will appear mixed in with the listings along with nannies, babysitters, and daycare facilities. You can also narrow your search results by choosing Family Child Care directly from the drop-down search menu.

Family Child Care profiles display any information that the program has made available, including special offers, a detailed description of their hours and services, photos, and any relevant licensing or NAFCC accreditation information.

At the top of any page on Care.com is the search bar. You can use the drop down menu to choose the kind of care that you’re looking for, and you can specify the distance from your preferred location by entering your zip code and setting the distance in miles.

Family Child Care profiles offer a wealth of information, but they are also only as accurate as the program has made them. We encourage you to browse through the description, the hours of operation, and keep an eye out for any special circumstances or preferences that you require. Care.com has also partnered with NAFCC as a way for family child care programs to highlight their accreditation and licensing. Profiles additionally host written reviews from current and previous families that have used their services, and can be very helpful in making your decision.

All Family Child Care listings have a direct way to contact the daycare in the form of telephone or email, and we always encourage you to reach out directly with your questions or concerns.

Care.com does not directly screen the Family Child Care members on the site, however the profiles offer licensing information, national accreditations or additional certifications, written reviews, and the ability to run a background check on the account holder.

Care.com encourages all of our members to use their best judgment regarding the care of your loved ones. Our Safety Center also has a variety of tools and tips to help you make safer decisions throughout your search.

Family Child Care providers are not required to be licensed to register their services on Care.com. Due to varying state regulations, we offer these facilities a way to display their licensing and/or accreditation directly on their profiles. If you are unsure whether or not an family child care program is licensed, we encourage you to reach out to them directly.

The National Association for Family Child Care is a reliable source for gaining accreditation and recognition for exemplary practices in the field of child care. For more information, we encourage you to visit their website.

On a Family Child Care provider’s profile, you will also see a badge confirming their membership and/or accreditation of NAFCC.

Care.com encourages you to run a background check on any care provider you are considering during your search, and Family Child Care providers are no exception. You can begin with a preliminary background check, accessible directly from their profile, however as you near the end of your search, we encourage you to consider running a Preferred Background Check, as they are much more thorough. Please feel free to visit our Safety Center for more information about Background Checks, and additional tools and tips for making safe decisions throughout your search.