Support

Help and support

How to reach the TimeGrid team, and quick answers to common sign-in questions.

Contact support

Do not send patient or client health information by email or through any form on this site. That includes client names, dates of birth, addresses, phone numbers, Medicaid or other ID numbers, and any care, diagnosis, or medication details. Describe the visit or record without it, for example by date, time, and screen, and we will look it up securely.

Email hello@timegridworkforce.com.

So we can help, please include:

Your agency name.
Your role, for example agency admin, coordinator, payroll admin, or care staff.
What you were doing, and what happened.
When it happened: the date, the time, and your time zone.
A screenshot only if it shows no client information. Otherwise, name the screen and describe what you saw.

Signing in

Agency office staff sign in to the agency console at mytimegrid.com with their work email. Accounts are created by invitation. If yours did not arrive, ask your agency admin to resend it.

Forgot your password

On the sign-in page, choose Forgot password? and enter your work email. If that email has an account, we send a reset link to it. The link works once and expires after 1 hour. If you do not see the email, check your spam folder.

If the link has expired, request a new one from the same page. Setting a new password signs you out on every device.

Two-factor sign-in

TimeGrid supports two-factor sign-in with an authenticator app, which shows a 6-digit code. You can turn it on yourself in My account, and your agency admin can require it.

When you set it up, you get 10 recovery codes. Keep them somewhere safe. If you lose your authenticator, each code works once in place of the 6-digit code.

Screen lock and sign-out

To protect client information, the console locks after a period of inactivity. Enter your password to unlock and continue where you left off. If your account uses two-factor sign-in, choose Sign in again instead. After a longer time away you may be signed out, and you sign in as usual.

After too many failed sign-in attempts, sign-in is blocked for up to 15 minutes. Resetting your password does not lift the block. Wait, then try again. If you forgot your password, reset it, then sign in once the block ends.

Care staff

Care staff use the TimeGrid mobile app, not the agency console. Your agency invites you by email. Follow the link in the invitation to complete your onboarding and create your password. If the invitation did not arrive, ask your agency to resend it. Your agency will tell you how to get the app.

To reset your password, tap Forgot password? on the app's sign-in screen and we email you a reset link. For questions about your schedule or visits, contact your agency coordinator first.

Security and privacy

To report a security vulnerability, email security@timegridworkforce.com. Please do not post it publicly. Our security page explains what to include and what happens next. A machine-readable version is at /.well-known/security.txt.

For privacy requests, such as access to or deletion of your information, see our Privacy Policy. For how we handle PHI as a Business Associate, see the BAA. To report an accessibility barrier, see our accessibility statement.