Talk to a person
No ticket portal and no form. Call or email and you reach the people who build and run Wellviax.
Call us
+44 7424 967568Fastest for anything blocking a shift — a medication round that will not display, somebody who cannot clock in.
Email us
support@cipherknights.comBest when you can attach a screenshot, or for anything that needs a written answer to keep.
Things that are quicker to fix yourself
A care worker cannot see any service users
That is the shift rule working. A care worker sees the people on their shift and nobody else, and sees nobody at all while clocked out. Check they are clocked in, and that a manager has assigned service users to that shift on the rota — a shift with nobody assigned covers nobody.
Somebody cannot clock in
Clock-in opens thirty minutes before a rostered shift starts, and needs a published shift on the rota. If the rota is still a draft, publish it. If they have no shift at all, a manager needs to add one.
The medication chart looks empty
Today's chart is built from each resident's prescribed times when the board is first opened. If a medicine is missing, check it is active, is not marked "when required", and has scheduled times against it.
The daily completion percentage looks wrong
The figure is measured against the entries a manager has marked required each day, on the Entry Types screen. With none marked, it counts whatever entries happen to exist — which is why a single logged entry can read 100%.
Getting the app onto a phone
Send your team to the install page. It detects the phone and gives the right steps for Android and iPhone.
Still stuck?
Call and tell us what the screen says. That is usually enough for us to know where to look.