Support

Your home decides who has an account, what each person can see and do, which residents are on the system and which forms are switched on. Its Administrators manage all of that in the portal, usually in less time than writing to us would take.

Ask them first if you need an account, a colleague needs one, your role is wrong, a resident is missing, or a form you expected is not in the list.

There is no public sign-up. Your home’s Administrator invites you by email, and you choose your own password from the link in that email. If the link has expired, ask for a new invitation.

If you have forgotten your password, ask your Administrator to reset it. If you were signed out while you were away from the screen, sign in again: a session ends after a while without use, and after a few hours in any case, so residents’ records stay private on a shared device.

If your home confirms your account is there and active and it still will not let you in, that one is ours. Email us and say which home you are at and roughly when you tried.

Everything Ennora writes is a draft until a person signs it off. If a form has been filled wrongly from what was said, correct it before you sign it. The point of the review step is that the record is yours, not the software’s.

If something already signed is wrong, raise it with your home. The record belongs to the home, and corrections to it go through the home rather than through us.

Your access to updates about your relative comes from their home, which decides who receives them and what is shared. For a question about signing in, about what you can see, or about your relative’s care, please contact the home.

Write to contact@ennora.ai. Tell us the name of your home, what you were trying to do, what you expected, what happened instead, and roughly when. The time is usually enough for us to find the rest.

How soon we answer depends on what is wrong:

• Nobody can record or read anything: within 24 hours, any day of the week.
• Anything else, including a record that is wrong: within three working days.

Please do not put a resident’s or a colleague’s name, or anything from a record, in an email to us. Email is not a safe place for care records to sit. Give us the time it happened, or the link to the record, and we will find it without you having to send it.

Ennora is provided by Ennora Ltd to care homes in the United Kingdom, and by Ethero, Inc. to senior living communities in the United States. For a question about personal data, or to report something you believe is a security problem, write to contact@ennora.ai and say so in the subject line, so it is not read as a general support question.

For anything about a particular person, including a request from a resident, a member of staff or a family member about their own data, your home is the right place to start. The home decides what is recorded and why, and we act on its instructions. If a request reaches us, we pass it to the home straight away and help it answer.

If you have found a vulnerability, please tell us before you tell anybody else, and give us a way to reach you. How we protect data, and the documents behind it, are on our Trust Center.