# Back-Up Care — user reviews > 111 indexed App Store user reviews of Back by Bright Horizons CC LLC, rated 2.50/5 from 121 ratings. - Source: https://appshunter.io/ios/app/back-up-care/id947422033/reviews - App overview in markdown: https://appshunter.io/ios/app/back-up-care/id947422033.md - Rating breakdown: 5★ 39 · 4★ 2 · 3★ 3 · 2★ 15 · 1★ 62 ## What do users think of Back? Overall sentiment: negative **Pros** - 🚀 Quick and easy booking process - 👍 User-friendly interface design - 🎯 Convenient mobile access to benefits - ⚡ Fast reservation submission when working - 🔐 Face ID login convenience **Cons** - 🐛 Frequent app crashes and errors - 🔓 Persistent login and authentication issues - ❌ Unreliable caregiver availability - ⏰ Last-minute cancellations and no-shows - 🔄 Forced logouts between sessions - 📱 Poor app stability and performance - 🚫 Missing critical features and functionality - 😤 Inadequate customer support responsiveness - 💔 Inconsistent backup care coverage - ⚠️ Misleading service availability promises **Commonly reported bugs** - Login credentials not accepted despite being correct - Face ID authentication fails - Request Care button missing or non-functional - App version mismatch preventing login - Forced logout when navigating away from app - Profile information not saving - Verification codes not arriving - General error messages without details - Form data lost when navigating between screens - Keyboard not appearing on login screen - App crashes on startup - Slow page loading causing phone lockup - SSO and 2FA authentication failures - Reservation confirmation status incorrect - Missing emergency contact entry screen - Special needs/allergies settings not removable - Mobile number textability settings not preserved - Address validation rejecting valid addresses - Inconsistent data between app and website **Most requested features** - Distance-based filtering for childcare centers - Display facility names after booking - Overnight reservation options - Extended session timeout before re-authentication - Caregiver selection and preference system - Reservation history and details visibility - Real-time caregiver availability updates - Automatic backup caregiver assignment - Clear policy information in intake forms - Improved error messages with specific guidance - Search by location other than current position ## Newest reviews (19 of 111) ### 2/5 — App Good, Service Bad *2026-06-18* The app is very easy to use, but unfortunately the service the app provides is extremely inconsistent. Communication between Bright Horizons and the care providers is horrendous. For most reservations I’ve had to make multiple calls to customer service, each lasting 30 minutes or more, and even then I have not consistently been able to get a caretaker scheduled. Extremely frustrating process. **Developer response:** Thank you for reaching out. We’d be happy to talk through your concerns in more detail — please give our contact center a call at 877.242.2737 (UK 0800 247 1101). ### 2/5 — Often an unpleasant experience *2026-05-31* This app often freezes, doesn’t include information I need (it doesn’t tell you when new paperwork is needed to complete your request, for example), and is very slow. There are simple issues like being unable to search multiple days at once to plan out options for a busy week (it forces you to book all at once). Listing backup options generally when the place you want might not be available seems pointless since they get ignored and I have to personally call multiple locations to find one with an opening nearly every time. **Developer response:** Thank you for bringing this to our attention. We would love to be able to connect with you to further investigate the issues you are having. Please reach out to the Mobile App Support Team by sending an email to bucamobile.onesupport@brighthorizons.com. ### 2/5 — Unreliable *2026-04-03* We’ve had ongoing issues with reliability. On multiple occasions, babysitters/nannies have canceled at the last minute, leaving our family scrambling to find alternative care. Last minute cancellations are extremely disruptive and, frankly, inconsiderate to the family. We rely on this service to manage work and daily responsibilities, and when care falls through unexpectedly, it creates significant stress and logistical challenges. In addition, there does not seem to be a consistent system in place to provide timely replacements when cancellations occur. Would strongly encourage this service to improve both caregiver reliability and the process for securing backup coverage in these situations. **Developer response:** Thank you for reaching out. We’d be happy to talk through your concerns in more detail — please give our contact center a call at 877.242.2737 (UK 0800 247 1101). ### 3/5 — hit or miss *2026-03-11* Frequently breaks. Most recently broken for over a month!! Doesn’t the developer check for error stats? It’s ok when it works but clearly the owners/developers don’t use it themselves else ux would be better. **Developer response:** Thank you for bringing this to our attention. We would love to be able to connect with you to further discuss the issues you were having. Please reach out to the Mobile App Support Team by sending an email to bucamobile.onesupport@brighthorizons.com. ### 1/5 — Unstable *2025-07-15, version 23.6.2* I have had many issues using this app. Today, I tried to open the App to amend a booking but could not use it because there was a notification to force me to download a new version (23.7) of the app which does not exist… the App Store only has version 23.6 and I could only download the old version. The problem persists even after I removed and reinstalled the app. ### 1/5 — Probably a scam *2025-06-29, version 23.6.1* Booked a childcare, but she never came and support did not help at all. ### 1/5 — Face ID sign in does not work *2025-06-22, version 23.6.1* Face ID sign in does not work ### 1/5 — The app won’t remember my log in *2025-03-21, version 23.5.2* Every single time I navigate out of the app, I don’t even have to kill the app, it logs me out. It’s annoying, because I have to go through the secure login process at my work to get in. The app itself doesn’t work half the time I need to use it. Most recently flavor of failure is no “Request Care” button ### 1/5 — Worst app ever *2025-02-20, version 23.4.4* I have to keep jumping between booking care page and profile page to add missing information. At the end, it still shows error message without telling me what's missing. Definitely the worst user interface I've ever seen. ### 1/5 — “Request care” button does not show up *2025-02-07, version 23.4.4* Every time I open the app and try and request tutoring care, the “Request care” button doesn’t show up. This was not fixed with the latest release. ### 1/5 — Impossible to use *2025-01-17, version 23.4.1* Impossible to actually log in because when it sends the verification code it never arrives. When I log in through a regular browser on my phone or computer I have no issue logging in and verifying my account so this seems to be app specific. ### 1/5 — Poor workflows *2025-01-14, version 23.4.1* I tried 3 times to make a booking today. Each time, there was something wrong with a profile so I had to navigate away losing the completed form. When it was finally ready for submission there was an app error and a message to “try again later”. I have a nanny booking tomorrow but I’m not sure of the details as it doesn’t show previous bookings. Customer support were not able to resolve this. The app looks good, but it’s really not very functional. ### 1/5 — Worst app *2024-11-20, version 23.3.1* Still have profile issue.. fix it !! ### 1/5 — Designed to be hostile *2024-10-18, version 23.3.1* The benefits of this service have slowly been cut back, so now it’s a Sisyphean task to request only to get denied with no contact or way of adjusting. ### 1/5 — Just awful… *2024-10-11* This is the worst app I’ve ever used. It can’t handle basic tasks like updating a credit card or adding family members to an account. I’ve had to resubmit my request at least 30 times and still haven’t received any confirmation. When I contacted customer service, they confirmed my request didn’t go through, despite the reference numbers I received. Terrible app, terrible service, terrible website—avoid it at all costs. **Developer response:** Thank you for bringing this to our attention. We would love to be able to connect with you to investigate further the issues you are having. Please reach out to the Mobile App Support Team by sending an email to bucamobile.onesupport@brighthorizons.com. ### 1/5 — Worst app I have ever used *2024-09-25* I don’t know if there is some sort of server issue occurring but every single page in this app returns errors when you try to enter any information. Errors aside the navigation is awful as well. You try to book a reservation and after you’ve entered all the reservation information, they tell you you can’t make a reservation until you add some missing piece of information to your profile. So you have to cancel the reservation to add that information. Then you reenter the reservation information and then there’s another piece of missing information requiring you to start over again. **Developer response:** Thank you for bringing this to our attention. We would love to be able to connect with you to further investigate the issues you are having. Please reach out to the Mobile App Support Team by sending an email to bucamobile.onesupport@brighthorizons.com. ### 1/5 — Buggy *2024-09-05, version 23.2.3* I feel bad for the iOS engineers worked on this app. There is way too many error messages. Hope someone finds a way to fix them. ### 2/5 — Too much tech bugs *2024-09-01, version 23.2.3* Too much tech bugs, especially after they “fix” the most recently issue, I even couldn’t log in ### 2/5 — Bad app *2024-08-29, version 23.2.3* This app is a pain in the butt to use. For example, if you go away from the app for just a minute or two, you have to login via FaceID again! Arg! How frustrating. Keep me logged in for at least 15 minutes! ## Most critical reviews (10 lowest-rated) ### 1/5 — Errors *2026-06-18, version 24.5.1* Gives error messages when trying to sign up for care and to call instead ### 1/5 — No longer works on v24.4.4 endless logon loop. *2026-06-01, version 24.4.0* Even after reinstalling app, it lets you login but pop up app error stops you from managing backup. Only choice is to get back to Logon screen, which eventually ends up at the same error and then back to logon prompt again! Totally useless app. ### 1/5 — Customer support disrespectful *2026-04-01, version 24.3.0* I felt she was having jokes about my last name. ### 1/5 — Very unreliable *2026-03-26, version 24.3.0* I have used them 5 times through my employer and 3 out of 5 times nobody showed up. You obviously cannot rely on them for childcare. ### 1/5 — Bad app, worse company *2026-01-15* If you are reading this, you’re backed into a corner. I’ve been there as a parent. This company is the loan shark of childcare. Download cause you have to. Not cause you want to. App signs you out and gives you a hard time staying logged in. That is the tip of the iceberg. They take no accountability for last minute cancelations but will charge you if you cancel even 1 day in advance of a reservation. They have no consequences for themselves nor their contracted partners for cancelations or poor service. You will not be satisfied with this service. And you will dread using this app. ### 1/5 — Can’t sign in *2025-11-13, version 23.8.6* I enter user name and password and the login button is greyed out still. Not sure how I am supposed to login. ### 1/5 — Trash App *2025-09-29, version 23.8.2* This app is total trash. ### 1/5 — Was a good benefit, no more *2025-09-25, version 23.8.2* I used this for a few years and it was a valuable benefit provided by my employer. You could get help paying for legit services like backup dog care at reputable businesses. Now you must use Rover to fine some random stranger to walk or dog sit for you. The benefit is garbage now. ### 1/5 — App Broken *2025-09-17, version 23.8.1* The “Request Care” button doesn’t even work in the app. I login, see my information and the most important button on the app is not functioning! How frustrating. Maybe do some testing next time before pushing to production? Major failure. ### 1/5 — Misleading Service and Poor App Functionality *2025-07-20* This app is extremely disappointing and feels like a total letdown, especially for something that’s supposed to support working families. It lacks even the most basic features — you can’t sort daycare options by distance, and after booking, it doesn’t even show the names of the facilities. That’s unacceptable for parents trying to make informed decisions. Worse, the entire Bright Horizons experience feels misleading. The backup care program offered through employers sounds great on paper, but in reality, it’s nearly impossible to use. Either no options are available, or reservations mysteriously fall through. It gives the impression that the service is more about checking a box for corporate benefits than actually helping families. I expected better from a company trusted by major employers. The app needs serious improvement, and the overall system feels opaque and unreliable. **Developer response:** Thank you for sharing your feedback! We've received your support request and replied with helpful guidance on the new reservation features. If you would like to further discuss your concerns or if you need additional assistance, please call our back-up contact center at 877.242.2737 or send an email to bucamobile.onesupport@brighthorizons.com. ## Most praised reviews (10 highest-rated) ### 5/5 — Easy to use! *2025-08-26* Although it frequently does not save your info and goes through a bunch of security measures again and again. So far the app itself is easy to use and the font used is calming **Developer response:** Thank you for your positive feedback and for taking the time to post this review. We are delighted to hear that you are enjoying the app. Bright Horizons Family Solutions is always looking for ways to enhance our families’ experiences. Thank You! ### 5/5 — Good experience *2023-10-23, version 22.4.15* It has been a good experience to use the app. Gives you all the required info through easy navigation ### 5/5 — Errors constantly *2023-01-20, version 22.4.10* Nothing works ### 5/5 — Quick and easy *2021-12-04* The website didn’t work well on mobile so I tried the app. All my info was already here from the site. I booked care in about one minute. What more can you ask for? ### 5/5 — Easiest way to use my benefit *2021-11-03, version 21.6.5* This app works well. I find it a lot easier than the website or calling. Really good design especially for an employer benefits app. ### 5/5 — Great app, easier to use then ever *2021-02-03, version 21.2.14* I love that I don’t need to enter my username and password and can use the Face ID feature to login. It takes less then 30 seconds to submit a repeat reservation which allows me to quickly request care and then move on with my day. ### 5/5 — Great app for getting care *2021-02-02, version 21.2.14* Great little app for getting care for my kids. ### 5/5 — Super easy to use *2021-01-26* The updated Backup Care app is much easier to use! Was able to book center care instantly in only a few clicks! ### 5/5 — Nothing but wonderful experiences *2020-04-08, version 21.1.3* We used BH for in home backup care once in February when my infant son had an ear infection, and we’ve used them 3 days a week since March 16 due to COVID. We’ve had good experiences with booking reservations, and amazing experiences with the sitters who have come, particularly from Smart Sitting nanny agency. It’s been smooth and reliable and a huge help while we are both working from home. So thankful for BH and I wish we had enough days to book sitters for the duration of this crisis! **Developer response:** Hi, thank you for your kind words. I am glad that we are able to make a positive impact to you and your family. If you need anything from us, please reach us at bucamobilefeedback@brighthorizons.com. Regards Bright Horizons Team ### 5/5 — Trying their hardest *2020-04-06, version 21.1.3* Thank you for doing what you do — I read these reviews and know this doesn’t depict who you are as a company or as individuals. Know you are appreciated and so many would be without help if it weren’t for you. Encourage you to be honest on your website about not taking phone calls though during the crisis. It’s very hard to contact you right now. --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-08-08.*