FAQs

Free trials of Proxwell are available! Contact Us for details.

Scan QR code or click this link to install now.

You can also check out the available plans and select the plan you’d like to purchase. Once you are enrolled in a plan you’ll receive an email with instructions on how to finish setting up your account.

Enterprise subscriptions are also available.

• Personal plans are for managing your own personal health and well-being.

• Family plans are tailored to families managing the care of a loved one where multiple people all contribute to caregiving or monitoring care from a distance.

• Enterprise plans are best suited for organizations and caregiver teams.

Once a care recipient is set up in Proxwell, you will see their ‘card’ near the top of the screen on most views in the app. Just tap the card to view things such as:

• Caregivers

• Medications

• Activities

• History

• and much more

Scan the QR code on the home page, click here to install on mobile or desktop, or explore and compare plans here.

Payment for Proxwell is made directly through Stripe. You can view your account details in the Proxwell app menu and clicking or tapping on ‘Manage My Subscription’

• Manage your payment methods

• See your past transactions

• Or modify your subscription

Colors can be assigned to caregivers to easily spot who is responsible for what tasks on any given day. This color is used throughout the app for tasks, shifts, and even history items.

Caregivers can change their color by tapping on the menu button (represented by 3 horizontal bars at the top left of the screen) to view their personal details.

This is dependent on your Proxwell subscription type. If you need more, you might need to be on a different subscription plan. Contact us and we can walk you through the process.

Once you have added a care recipient, tap on their ‘card’ at the top of the screen. This will take you to all of their details where you can set up daily recurring activities, medications, and other important details about your care recipient.

Once you have recurring tasks and medications set up, you can manage these right from the detail view to change things such as frequency, timing, dosages, or even remove items that are no longer necessary.

When adding an activity, simply tap the ‘Reminder’ section towards the bottom of the screen to enable reminders. Reminder timing can be adjusted to several pre-set amounts or even custom settings.

You can add shifts directly from the Shifts view (via the navigation at the bottom of the screen). Once there, you’ll see an option to ‘Add Shift.’ Simply tap, select a caregiver from your list, set their schedule, and press OK. That’s it.

Any tasks that occur during a shift window are automatically assigned to the caregiver who is on that shift.

Tasks can always be set up with a ‘Grace Period.’ This can be handy for things such as meals that need a bit of flexibility. Tasks that fall out of the grace period are considered ‘Late’ and will trigger a notification.

If tasks are left uncompleted for too long they will ‘Expire’ and will not be able to be completed.

All tasks and their completion status along with the person who completed them are tracked in the ‘History’ section of the care recipient details view.

In the event that you actually completed a scheduled event on time but forgot to mark it as completed, you can still report it as completed by either entering an explanation or selecting the option "Task was completed on time but recorded late.”

Yes. If a care recipient is actively involved in their own care, the account owner can invite the care recipient to fill that role.

Yes! For optimal performance, please hold the tablet in the “portrait” view.

Yes. Proxwell is built to meet the highest standards of privacy and security. All data is stored on HIPAA-compliant systems, meaning it follows the same safeguards required of health care organizations. Access is limited only to the care team members you specifically invite, and every account is protected with two-factor authentication for added security.

Proxwell also uses industry-standard encryption and role-based permissions to ensure that sensitive information is always protected.

• How does Proxwell protect sensitive care information?
  All information in Proxwell, including medications, activities, health data, history, shift history, conditions, provider information, and personal information (as shown in the navigation bar) is only viewable by individuals who have been explicitly invited to the care team and have accepted the invitation. Access is role-based, ensuring that only trusted caregivers and family members can see or update care information. Alerts and notifications only reference the first initial of the care recipient and never list health conditions. Data is secured with two-factor authentication and stored in HIPAA-compliant systems, with no direct access from the internet to our cloud servers.

Yes. Any family member who has been explicitly invited to join the care team and has accepted the invitation can log into Proxwell from their own device. Each login is protected by the same security and privacy safeguards, including HIPAA-compliant data storage and two-factor authentication, thereby ensuring that only authorized care team members can access sensitive information, no matter what device they use.

Proxwell does not operate a direct inbound phone line. Instead, we provide multiple support options to ensure you get timely help in the way that works best for you:

• Live Chat: Available directly within the platform for quick answers and troubleshooting.
  

• Service Request Form: Submit your request and our support team will respond promptly via email or schedule a callback if needed.
  

• Care Navigator Sessions (Optional): For families seeking personalized guidance, you can purchase dedicated care-planning time with a Proxwell Care Navigator. Sessions are available for $200 and can be booked securely through our platform.

Proxwell offers one-on-one sessions with a Care Navigator for families who want more personalized support. Care Navigators are experienced professionals who can help with everything from designing care plans to coordinating complex home routines.

In a one-hour session, a Care Navigator can:

• Turn physician instructions, family notes, and caregiver input into a clear, organized care plan inside Proxwell.
  
  

• Coordinate shifts across multiple caregivers to reduce confusion and stress.
  
  

• Provide practical tips on managing daily routines, from medications to activities of daily living.
  
  

• Teach your family and caregivers how to use Proxwell effectively once the plan is in place.
  
  

• Act as a trusted sounding board for questions, concerns, and problem-solving.
  
  

Care Navigator sessions help families move beyond “figuring it out” to building a system of care that feels supported, connected, and rewarding for everyone involved. Sessions can be booked directly through Proxwell for $200.

If your internet connection is interrupted, you won’t be able to complete tasks in Proxwell until connectivity is restored. That’s because task completions trigger real-time alerts based on your account’s grace period and notification settings. This ensures accurate timing for adherence and safety.

• See also: Do I need a device with cellular data to use Proxwell?

All task completions, notes, and health observations are saved in real time to Proxwell’s secure cloud servers. Once a task is completed and submitted, it’s instantly stored and becomes part of the care history. There is no need for manual backups — your information is continuously protected.

No, Proxwell works on any device with an internet connection and a web browser. However, we recommend using a mobile device with cellular data in addition to Wi-Fi. This ensures uninterrupted access if your home internet goes down, so tasks and updates can always be completed in real time.

See also: What happens if I lose internet access — will my information be saved?

Caregivers earn Proxwell Cash by completing and reporting their assigned care tasks within the scheduled time (including any grace period) in the Proxwell platform. Both completion and reporting must be on time for the task to qualify.

• Task completed and reported on time → Qualifies
  
  

• Task completed on time but reported late → Does not qualify
  
  

• Task completed late or missed, regardless of reporting → Does not qualify
  
  

Proxwell Cash is awarded in two-week earning periods. Once earned, the account owner decides how to use it: they can roll it forward to build a larger pool or distribute it to caregivers as they choose.

To redeem Proxwell Cash, the Proxwell subscription must be active. Earned balances remain available through the end of the current billing cycle. Any unused Proxwell Cash expires once the cycle ends, since redemption is only possible while the subscription is active.

No. Only the account owner can distribute Proxwell Cash to members of the care team, and distributions cannot be shared or transferred once received. The account owner has full flexibility to decide how Proxwell Cash is allocated:

• Roll over funds: Carry forward unused Proxwell Cash to the next cycle to increase the available pool.
  
  

• Choose recipients: Allocate Proxwell Cash to as many or as few eligible caregivers as desired (only active caregivers are eligible; observers are not).
  
  

• Customize amounts: Divide Proxwell Cash evenly among caregivers or assign different amounts based on your preferences.
  
  

Once a caregiver receives Proxwell Cash, it is theirs to redeem and cannot be shared or transferred to others.

Proxwell accepts Visa, MasterCard, American Express, Discover, Apple Pay, and Cash App. Subscriptions are billed every four weeks, and your chosen payment method will be charged automatically at the start of each cycle.

Yes. You can cancel your Proxwell subscription at any time. Cancellation ensures you will not be charged for the next 4-week billing cycle, but your current cycle remains active until it expires.

Any Proxwell Cash you’ve accrued stays available for the rest of the active billing cycle. Once the cycle ends, any unused Proxwell Cash is removed, since Proxwell Cash can only be redeemed while a subscription is active.

Yes. Both the account owner and the primary caregiver can manage certain aspects of the care team.

Account owner privileges:

• Add, remove, or edit caregiver shifts
  Add or re-invite caregivers and observers (if seats are available in the plan)
  

• Remove any care team member — caregiver or observer
  

• Promote a caregiver to primary or return them to regular status
  

• Reassign a caregiver to an observer role (and back again)
  

Primary caregiver privileges:

• Add, remove, or edit another caregiver’s shifts
  

• Reassign a caregiver to an observer role (and back again)

Note: The total number of available seats in the care team depends on your subscription level.

Care recipient

• The care recipient is the person at the center of the care plan and care team. While they are not always directly involved in providing care, they can also take on their own care tasks if they are physically and mentally able to participate actively.
  

Caregivers

• Caregivers are the family members, friends, or hired professionals who carry out the care tasks listed in the task schedule and shift plan. Caregivers are eligible to earn and receive Proxwell Cash based on how well they meet their assigned objectives.
  
  

Observers

• Observers are members of the care team who stay informed but do not perform care tasks. They can view the task schedule and receive notifications or alerts according to their preferences, but they have no active role in providing care. Observers are not eligible to participate in Proxwell Cash.
  Examples include geographically distant family members, case managers, or health care providers who want visibility into day-to-day care but are not directly involved in performing tasks.
  
  

The account owner manages the care team: they can add, remove, or re-invite members, edit shifts, and assign roles. The primary caregiver has limited management privileges: they can edit caregiver shifts and reassign caregivers to observers (and back again) but cannot add or remove team members.

See also: Can I reassign or remove a caregiver?