How to get help
Every way to reach NestliCare support, what each one is good for, and how fast to expect an answer. Includes the in-app support thread and NestliAI.
Support is free and included for every account, whether you run a 3-child home daycare or a multi-center organization. There is no support tier and no paid priority queue.
The fastest path for each kind of question
| You want to... | Use this |
|---|---|
| Ask how a feature works | This help center (search at the top of any page), or Ask NestliAI if you're an admin |
| Ask a question about your own center ("who hasn't paid?", "who is in today?") | Ask NestliAI in the dashboard or the app's Admin tab |
| Report a bug, ask for a change, or talk to a person | The NestliCare Support thread in Messages, or email |
| Move your data from another system | Settings → Data Migration (owners). See Move your data over |
| Report a security issue | [email protected] |
Message us from inside NestliCare
Every owner, admin, teacher, and parent has a direct thread with our team. Open Messages → NestliCare Support on the web dashboard or in the app and reply. It arrives at a real person, and the conversation stays there so you never lose the history. This is the best place to report something that looks wrong: tell us what you expected and what happened, and a screenshot helps.
[email protected]. We typically respond within 24 hours. Include your organization name and, for billing questions, the invoice number.
Hours are Monday to Friday, 9:00 AM to 6:00 PM Eastern Time, excluding major US holidays. Messages sent outside those hours are answered the next business day, and urgent outages are watched around the clock.
NestliAI inside the dashboard
NestliAI answers questions about your organization from your live data: enrollment counts, unpaid invoices, today's attendance, upcoming birthdays, and how to do things in NestliCare. It runs in the web dashboard and in the app's Admin tab, for admins only. It does not see other organizations and never changes anything without asking. See Admin on your phone.
NestliAI and the other AI features (Quick log, observation and progress-report drafting, lesson drafting) are available to daycares in the United States and Canada, except Quebec.
Owners can switch every AI feature off for the whole organization under Settings → Features → AI features. That stops NestliAI, Quick log, AI drafting, AI data migration, and daily summary narratives for everyone. You can turn them back on in the same place.
Parents and teachers
If you were invited by your daycare, start with the daycare for questions about your child's records, invoices, or schedule, since the daycare controls those. For app problems (can't log in, something looks broken), reply in your NestliCare Support thread or email us. Owners can resend an invitation from the web dashboard; see Why hasn't a parent received their invite? and A parent can't log in.
What we cannot do over support
We do not offer discounts, custom pricing, or paid add-ons, because there is nothing to charge for. See Is NestliCare really free?. We also never ask you to email us your family list or any child's records; if setup help is needed, we do it with you inside your account.