Help

Simple answers about signing in and sharing. If you get stuck, email support@gatherrelay.com. Tell us what you were trying to do and what the screen said.

Never tell anyone a code — not a text code, an email code or a recovery code. GatherRelay will never ask you for one. If someone does, it is not us.

Signing in

1. Go to gatherrelay.app/care on your phone.
2. If you have set up a passkey, choose Sign in with a passkey and confirm with your face, fingerprint or screen lock. That’s it.
3. Otherwise, type your mobile number under Mobile number, the way you normally would, for example (317) 555-0123. Choose Request a code.
4. Type the 6-digit code from the text message and choose Sign in.

To see care papers, GatherRelay asks one more time that it is really you, with your passkey or your authenticator app.

If you use a shared computer or phone, sign out when you are done. Sign-ins also end on their own after a while.

Text message codes

• The code is 6 digits. It works for 10 minutes.
• It can take a minute to arrive. If it doesn’t come, choose Request another code. The button waits 60 seconds before it works.
• GatherRelay can only text US mobile numbers.
• Once you have a passkey, we stop texting codes for everyday sign-in. Use your passkey. If it isn’t working, choose I can’t use my passkey.
• Texts are never charged to you.

Email codes

If text messages aren’t reaching you, you can get a sign-in code by email instead. This only works after you have set up a recovery email.

1. On the sign-in screen, choose Email me a code instead.
2. Type your mobile number and your recovery email. Choose Email me a code.
3. Type the 6-digit code from the email. Look in spam or junk if you can’t find it.

We also send that email address a short note saying a code was used.

Recovery email

A recovery email helps you get back in if you lose your phone. Use an address you can open without your phone, for example on a computer or tablet.

1. After signing in, find the Recovery email section.
2. Type your email address and choose Send email code.
3. Type the 8-digit code from the email under Eight-digit email code, and choose Confirm email.

Some security steps need a fresh text code. If the screen asks, get a new text code, then finish the step within 10 minutes.

Passkeys (Face ID or fingerprint)

A passkey is a secure sign-in saved on your phone. You sign in with your face, fingerprint or screen lock instead of a code. Nobody can guess it or trick you into giving it away. It needs a fairly recent phone.

1. First confirm a recovery email (see above).
2. In the Passkeys section, choose Set up a passkey and follow what your phone shows.
3. Save your recovery codes (see below).

Use your own phone and your own face or fingerprint. A helper can sit with you, but should not use their own phone.

Authenticator app

An authenticator app is a free app on your phone that shows a new 6-digit number every 30 seconds. It is another way to show it is really you. If you have a passkey, you may not need it.

1. Install a free authenticator app, such as Google Authenticator, from the App Store or Google Play.
2. In GatherRelay, find Authenticator app and choose Set up authenticator app.
3. In the authenticator app, choose to enter a setup key, and type the key GatherRelay shows. Keep that key private.
4. Type the 6-digit number the app shows under Six-digit code from the app, and choose Confirm code.
5. Save your recovery codes.

The app may list the account as “Care”. That is GatherRelay.

Recovery codes

• When you set up a passkey or an authenticator app, GatherRelay shows a set of recovery codes, once.
• Write them on paper and keep it somewhere safe at home, or keep them in a password manager.
• Each code works once. Use one only if you can no longer use your passkey or authenticator app.
• To use one, you need a confirmed recovery email and a text code from the last 10 minutes. Then choose Use a recovery code.

Invitations

If someone invited you

1. Sign in first, on the phone with the number they invited.
2. Open the invitation link from their message. It works once, and only for 24 hours.
3. Tick I am an adult. and choose Accept invitation.

If the link doesn’t work, ask the person who invited you for a new one. Joining does not show you anything by itself. You see only what someone chooses to share with you.

Inviting someone

1. In Invite someone to help, type their US mobile number and choose Invite someone.
2. GatherRelay shows a link once. Copy it and send it to them yourself, in a text or email.

Only an account with that number can use the link. They see nothing until you share something with them.

Sharing

• First set up your own records and agree to what GatherRelay keeps for you (Set up my records).
• In Sharing and consent, add a read-only helper (can look, cannot change anything) or a helper who can update (can manage only what you allowed).
• For each document, you choose who can see it.
• You can end a helper’s access at any time. Copies they already downloaded cannot be taken back.

If you lose your phone

1. Keep your number. Ask your phone company for a new SIM card on the same number.
2. Sign in another way. Use a passkey on another device, or choose Email me a code instead. Once your new SIM works, you can sign in with a text code and use a recovery code to set up a new passkey or authenticator app.
3. If someone else might have your phone, email support@gatherrelay.com straight away.

Your papers are not lost when your phone is.

Contact us

Email support@gatherrelay.com. A real person reads it. Please say what you were trying to do and what the screen said. Never send a code, a recovery code or a photo of one.

GatherRelay is not a medical service. In an emergency, call 911.