C.A.R.E. at Home – Mobile App – Frequently Asked Questions

My download doesn’t seem to be making any progress. Has it stopped?

The length of time it takes to download one of the C.A.R.E. at Home videos will depend on a few different factors, including the length (filesize) of the video, your internet connection speed and reliability, and our server’s utilization. During peak times, or when network problems occur, you may experience a very slow or even failed download. But don’t worry; once you’ve purchased a C.A.R.E. at Home video, that video will remain available to you for download at a later time without any additional cost.

Why am I being warned about using cellular data?

Some cellular providers may charge for data usage either beyond a given tier or for any usage at all. Since the C.A.R.E. at Home videos must be downloaded from our servers when purchased, doing so over a cellular connection may impose additional charges from you cellular provider. Please check with your cellular provider for details regarding your data plan. To avoid these charges completely, please switch “Use Cellular Data” off in “Settings > C.A.R.E.” and make sure you are connected to a wireless network before downloading C.A.R.E. at Home videos. Please note that you can play your already downloaded C.A.R.E. at Home videos without an internet connection, as the video file is stored on your device, and does not need to be downloaded again with each play.

How do I delete a C.A.R.E. at Home video from my device?

You can delete a C.A.R.E. at Home video by swiping from right to left across the video listing. You will see a red Delete button; press this button to delete the video from your device. Once you’ve deleted a C.A.R.E. at Home video, it will remain available for you to download in the future by pressing the cloud button to the right of the video description.

Once a C.A.R.E. at Home video has been deleted, will I have to buy it again to re-download in the future?

No, once you’ve purchased a C.A.R.E. at Home video it will remain available to you for download without additional cost. If you delete a video, or the entire C.A.R.E. at Home app, you may re-download the video by pressing the cloud button to the right of the video title. If you have previously deleted the entire C.A.R.E. at Home app and don’t see the cloud button, you may restore the status of your C.A.R.E. at Home video purchases by pressing “Restore Purchases”, located at the bottom of the video list.

I tried to download a C.A.R.E. at Home video, but now I see a red exclamation point next to the video title and the video didn’t download. What happened?

The red exclamation point indicates an error occurred with the video download. The most likely cause of this error is either a dropped, or very, very slow connection. This error may happen if you started a download while connected to a wireless or cellular network and then moved to a location where this connection was dropped before the download finished. To clear the error and retry the download, press the red exclamation point. A dialog will appear listing the error and will ask if you’d like to retry the download. Check that you are connected to your wireless network and that you are able to reach the internet, and then press the retry button to restart your download.

If you still have questions about the C.A.R.E. at Home App, or are experiencing other technical issues, please contact us.