Frequently asked questions
Answers about CareTrack, your data, and getting started
Common questions from social service agencies, workers, managers, and clients and families evaluating or using CareTrack. Can’t find what you need? Contact us.
Questions and answers
Getting started
CareTrack is a cloud platform for social service organizations. It brings together case management, staff and client and family messaging, weekly plans, documents, team management, and optional AI tools—so agencies replace scattered spreadsheets and email with one secure system.
Social workers, supervisors, agency administrators, and the clients and families they support. Organizations running child and family services, community programs, and similar social care can use CareTrack for day-to-day casework and client and family engagement.
Create a free account from the home page or register link. You can sign up with email and password or continue with Google or Microsoft. Company staff may also join through an invitation link sent by their administrator.
Yes. The Free plan includes core modules—communications, case management, client and family portal, and reports—without AI features. See our Pricing page for a full comparison with the Professional plan.
Platform & features
CareTrack includes Communications (staff chats, mentor groups, client and family messaging), Case Management (cases, weekly plans, documents, transfers), a Clients & Family Portal for households, and Reports & Analytics for managers. Explore each on our Features section.
Clients and families log in to a separate portal where they can view relevant plans, message assigned workers, and access documents shared with them—without seeing internal staff discussions or case jargon meant for professionals.
Yes. Staff use the company Messages module; clients and families use their portal inbox. Conversations stay inside CareTrack with attachments and notifications, instead of personal email or text.
Company administrators can transfer a client and family to another CareTrack organization. The sending agency closes its active assignment, records the transfer, and the receiving agency picks up with history preserved. Read more in our Case Management resource.
AI Knowledge Base, automation, and case-aware assistance are available on the Professional plan. AI outputs are designed for human review before they affect casework. The Free plan includes all core modules without AI.
Pricing & billing
Free includes full casework, communications, client and family portal, and reporting. Professional adds AI Knowledge Base, automation, and intelligent learning from cases. Contact us for Professional pricing if you are ready to upgrade.
No credit card is required for the Free plan. You can register and begin using core features immediately.
Visit Pricing or Contact us and select a topic such as Sales or Request a demo. We will help you choose the right plan for your agency.
Privacy, GDPR & data
Your organization is typically the data controller for casework about clients, families, and staff. CareTrack acts as a processor, hosting data only to provide the service. We do not sell or reuse customer casework for advertising.
We process personal data under the EU GDPR and Finnish data protection law. Our Privacy Policy explains lawful bases, your rights, and how to contact our privacy team. See also Your rights under GDPR.
Yes. Clients and families can submit a deletion request from the client and family portal. Your company administrators review, approve, or reject requests according to legal retention duties. Deletion is the agency’s responsibility; CareTrack provides the workflow. Details: Data Deletion.
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Support & account
Use the Contact form for product questions, demos, billing, or technical support. Existing customers should also reach out to their organization administrator for access and casework issues.
Use the password reset link on the sign-in page. If you sign in with Google or Microsoft, use those providers’ account recovery options.
Company administrators invite staff by email from Team Management or Staff settings. Invited users complete registration through a secure link and are assigned to the correct company and role.
Start with Guides & Tutorials (in-app mentor and group chat), the Knowledge Base overview, and role-based pages under Solutions.