Contact and support

CarePair is designed so that member contact and support requests happen through the platform once you have a profile. This helps keep communication clearer, more secure, and easier to review if support is needed later. It also means CarePair has a logged and auditable record of contact connected to the right account.

The main support route for members

If you already have a CarePair profile, the main way to contact CarePair is through the Contact CarePair card in your dashboard. This is the right route for support questions, account help, and platform issues connected to your profile or activity on the service.

Using the dashboard contact route helps because:

• the message is linked to your profile
• CarePair can see the account context more clearly
• contact is logged and auditable
• it supports a more consistent record of support and follow-up
• it is a better route for issues connected to matching, messaging, documents, or account activity

In simple terms, if you are a member and need help with your account, your dashboard is the starting point.

When to use the Contact CarePair card

Once you have a profile, the Contact CarePair card should normally be used for things like:

• questions about your profile or account
• help with matching or messaging
• questions about documents you have stored or shared
• support with platform features or dashboard tools
• queries about something that has happened on your account
• requests for help where CarePair may need to review account activity

Because these messages are handled inside the service, they give CarePair a clearer and more accountable way to support members.

Reporting a concern

If you need to report suspicious activity, unsafe conduct, misuse of the platform, or another concern connected to your CarePair use, the in-platform route is also the best place to start once you have a profile. This helps CarePair review the issue in context and keep a record of what was reported and when.

Examples might include:

• a profile that seems misleading or suspicious
• messages that feel abusive, unsafe, or inappropriate
• concerns about misuse of personal information
• issues involving documents, sharing, or account activity
• other behaviour that appears to break CarePair’s rules or create a safety concern

If there is an immediate danger, a medical emergency, or a crime in progress, emergency services or the appropriate authority should be contacted without delay. CarePair is not an emergency response service.

General enquiries, press, and organisational contact

Not every enquiry needs to go through a member dashboard. General enquiries from outside the platform, including press, partnership, or organisational contact, should be sent to: messaging@carepair.co.uk

This route is suitable for things such as:

• general questions about CarePair
• press or media enquiries
• organisational or partnership enquiries
• external contact that is not tied to an existing member profile
• early contact from people who are not yet using the platform

Where possible, member-specific support is still better handled through the platform once a profile exists.

Why CarePair uses this approach

Keeping member support inside the platform is not about making contact harder. It is about making support clearer and safer. When messages are linked to the right account, CarePair can understand the issue more easily, review relevant context where appropriate, and keep a reliable record of communication.

This is especially helpful where questions relate to messaging, documents, reporting, moderation, or account activity, because the support route is connected to the service itself rather than sitting separately in a disconnected email thread.

A simple summary

• If you have a CarePair profile, use the Contact CarePair card in your dashboard
• Member support is handled through this route because it is logged and auditable
• Use the in-platform route for support questions, account help, and reporting concerns connected to your use of CarePair
• General enquiries, press, and organisational contact should go to messaging@carepair.co.uk