Open Sharing and find “Request access to a care record”
Go to app.naviacair.com/sharing. If your account can send requests, the panel is there. If you can't see it, re-read the note above — that absence is the answer.
NaviaCAIR
For caregivers · Guide 3
Requesting access to a patient
When nobody has invited you, you can ask. This covers both halves of that conversation — sending the request, and what the other person sees when they decide.
Asking is not getting
- A request never grants access by itself. Nothing is shared until the patient presses Approve. There is no timer that approves it for them, and creating an account does not approve anything.
- The patient decides what to share. They pick which of their records to attach the request to, and they can approve you at a lower access level than you asked for.
- Nothing about the patient reaches you beforehand. While a request is pending you learn only your own request's status — never whether that email even has an account.
First: only helper accounts can ask
Requesting access is a helper feature. Caregiver, advocate and clinician accounts can send requests. Patient accounts cannot — the “Request access to a care record” panel is not shown to them at all, and the server refuses the action even if it is reached another way:
Access requests are for caregiver, advocate, and clinician accounts.
Ask the patient to grant or invite you from their Sharing page, or contact
support to change your account type.
What a patient-type account is told if it reaches the request action.
This is the dead end to avoid. Account type is chosen once, on the signup form, and there is no setting to change it afterwards — only an administrator can. If you signed up as a patient but you're here to help someone else, you cannot request access, and the fix is not something you can do yourself.
- Signed up as a patient by mistake? Contact support to have the account type corrected — see the troubleshooting section in Accepting an invitation, which covers the same wrong-account-type symptoms.
- Or take the other route entirely: ask the patient to invite you from their Sharing page. An invitation works regardless of what your account type is.
If you're the one asking
Caregiver / advocate / clinician view
Fill in the request
Request access to a care record
EmailPatient's email address
RelationshipAdult child ▾
Access levelCaregiver ▾
MessageOptional message (e.g. who you are)
Send request
A schematic of the request form. The message is optional and is the only free text the patient sees from you.
- Their email address — it must be the one their NaviaCAIR account uses, or would use.
- Your relationship to them, and the access level you're asking for. You can request caregiver, guardian, advocate or viewer. Ownership can't be requested.
- A short message — optional, capped at a few hundred characters, and worth writing: it's how they recognise you.
Read the confirmation carefully
If this person can receive access requests, we'll notify them.
The confirmation, word for word. It is deliberately the same message either way.
That wording is not vagueness — it's the design. You are never told whether the address has a NaviaCAIR account. The same sentence appears whether they're a long-standing user or have never heard of us, so nobody can use the form to find out who has an account.
If email delivery isn't configured in your environment, the panel also offers a review link to copy and send them yourself. That link is for the person you're asking — treat it like a password and don't post it anywhere public.
Watch it in “My access requests”
Your own requests are listed underneath the form, each with a status:
Request 1PendingCancel
Request 2Approved
Request 3Denied
Request 4Expired
The five states a request can be in. “Canceled” is the fifth, and is what you get when you withdraw one yourself.
| Status | What it means | What you can do |
|---|---|---|
| Pending | Sent, not yet decided. You have no access. | Wait, or withdraw it with Cancel. |
| Approved | They approved it. The record now appears in your patient selector. | Start helping — see Your caregiver workspace. |
| Denied | They declined. You have no access, and they were not obliged to say why. | Ask them directly before sending another. |
| Expired | Nobody acted in time — requests last about two weeks. | Send a fresh one if it's still wanted. |
| Canceled | You withdrew it. | Send a new one whenever you like. |
Asking again, and the limits on it
- One request per person. Sending another to the same address doesn't stack up a queue — it replaces your existing request in place with a fresh one, and the previous link stops working. Whoever you sent the old link to should use the new one.
- Declined isn't a wall, but treat it as an answer. Nothing stops you sending another request later; sending several in a row is unlikely to change the outcome, and a conversation outside the app usually will.
- There are anti-spam caps. Too many requests in a short period, or too many still pending at once, and the app asks you to cancel some before sending more. If you hit that, tidy up your pending list first.
- Your own address is refused — you already have your own record.
If you're the one being asked
Patient view
This half is worth reading even if you're a caregiver — it's what the person on the other end is looking at, and knowing it makes your request easier to say yes to.
Where the request appears
You'll get an email saying someone has requested access to help with a care record. It never names a patient or a record. To act on it, sign in and go to app.naviacair.com/sharing, where a panel titled “Access requests for you” lists anything waiting. It's shown to every account type — you don't need a caregiver account to receive a request, only to send one. When there's nothing waiting, the panel isn't there at all.
Access requests for you
Marisol Okonkwo-Reyes · m•••@e•••.com · asks to be your caregiver as adult child · expires in 14 days
“Hi — it's Marisol. Helping Dad keep track of his appointments.”
Share which recordChoose a care record… ▾
At what levelCaregiver ▾
Can see raw uploaded records. This access level may include full
record visibility, including raw uploaded records.
ApproveDeny
A schematic of the decision. Names shown are invented. The warning changes with the level you pick.
What you see, and what you choose
- Who is asking — their name, a masked hint of their email, the relationship they claim, the level they want, when the request expires, and their message if they wrote one. If you don't recognise them, Deny is the right answer.
- Which record to share. If you manage more than one, you pick. Approval attaches them to that record and no other. If you only manage one, it's already selected.
- At what level — pre-set to what they asked for, but yours to change. Approving at a lower level than requested is entirely normal.
- A plain warning about what the level exposes. Caregiver and guardian may include the original uploaded records; advocate and viewer see AI summaries, care events and open items but never the uploaded records themselves.
What approval does — and doesn't — grant
- Does: gives that person the level you chose, on the single record you chose. It behaves exactly like inviting them yourself.
- Doesn't: create anything new. No second copy of you or the patient is made — they join the record that already exists.
- Doesn't: extend to your other records, or to anyone else.
- Doesn't: last forever. You can change their level or remove them from your care team at any time, and they aren't asked first.
- Denying shares nothing and tells them only that the request was declined. You never owe a reason.
Afterwards
If you later remove someone you approved, the record disappears from their patient selector, and a fresh request from them would have to be approved again from scratch. Approving once does not leave a standing permission behind. Once a request has been approved, denying it afterwards isn't how you undo it — remove their access from your care team instead.
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