> ## Documentation Index
> Fetch the complete documentation index at: https://docs.imaracare.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently asked questions

> Answers about permits, eMAR, incidents, billing, security, and Texas compliance in ImaraCare.

## Getting started

<AccordionGroup>
  <Accordion title="How do I log in?">
    Use the email and password from your administrator at [app.imaracare.com/login](https://app.imaracare.com/login). Use **Forgot password** if needed. See [Sign in](/getting-started/sign-in).
  </Accordion>

  <Accordion title="How do I navigate the app?">
    Use the left sidebar for hubs and the sub-navigation bar for related pages. Staff on mobile also have a bottom navigation bar. See [Navigate the app](/getting-started/navigation).
  </Accordion>

  <Accordion title="Can I customize my profile?">
    Yes. Open your profile menu → **Profile settings** to update your name, notification preferences, and security options.
  </Accordion>
</AccordionGroup>

## Permits and compliance

<AccordionGroup>
  <Accordion title="How do I submit annual permit renewal?">
    Open the [Compliance overview](/compliance/overview), complete the annual renewal checklist, and generate your HHSC submission package. Facility details pre-fill where possible.
  </Accordion>

  <Accordion title="When should I start permit renewal?">
    Start **60 days** before expiry. Email reminders fire at 60, 30, and 7 days when configured.
  </Accordion>

  <Accordion title="Where are compliance documents stored?">
    **Compliance → Documents**. See [Documents and permits](/compliance/documents-and-permits).
  </Accordion>
</AccordionGroup>

<h2 id="emar-and-medications">
  eMAR and medications
</h2>

<AccordionGroup>
  <Accordion title="How do I administer medication?">
    Open [eMAR](/resident-care/emar), select the resident, and click **Administer** on each due medication.
  </Accordion>

  <Accordion title="What if a resident refuses medication?">
    Click **Refuse** and document the reason. The refusal is logged for compliance.
  </Accordion>

  <Accordion title="Can I correct a mistaken eMAR entry?">
    Yes. Use **Correct**, enter a reason, and sign. The original entry stays in the audit log.
  </Accordion>

  <Accordion title="Does the system support PRN medications?">
    Yes. PRN doses require a documented reason and observed outcome for each administration.
  </Accordion>
</AccordionGroup>

## Incidents and DFPS

<AccordionGroup>
  <Accordion title="How do I report an incident?">
    Go to [Incidents](/resident-care/incidents) and create a new report with type, severity, and description.
  </Accordion>

  <Accordion title="What is the DFPS reporting timeframe?">
    Immediate verbal reporting is required for abuse/neglect allegations, plus written documentation within **24 hours**.
  </Accordion>

  <Accordion title="Can I attach photos?">
    Yes. Upload photos or documents when creating or updating an incident.
  </Accordion>
</AccordionGroup>

## Staff and security

<AccordionGroup>
  <Accordion title="What happens when a background check expires?">
    The employee shows an **Expired** badge. Remove them from direct resident care until a new check is recorded.
  </Accordion>

  <Accordion title="Who can access resident records?">
    Access is role-based and facility-scoped. All access is logged. See [Roles and permissions](/getting-started/roles-and-permissions) and [Security](/account/security).
  </Accordion>

  <Accordion title="Can ImaraCare support staff see my facility's data?">
    Support staff can see account and subscription records to resolve tickets, but never passwords, MFA codes, or payment card numbers — and every support action is written to a tamper-evident audit log. See [How support accesses your account](/help/support-access).
  </Accordion>

  <Accordion title="How do I know an email is really from ImaraCare support?">
    Genuine support emails come from `@imaracare.com` addresses and never ask for your password or MFA code. When in doubt, sign in and use the in-app **Help and support** ticket form instead of replying to email.
  </Accordion>
</AccordionGroup>

## Billing

<AccordionGroup>
  <Accordion title="Can I change my ImaraCare subscription plan?">
    Administrators can change plans under **Settings → Subscription**. Upgrades may prorate; downgrades often apply at renewal.
  </Accordion>
</AccordionGroup>