There are several reasons why this could be happening. See below all possibilities:
Access Evo user roles are incorrect
Following migration to Access Evo, the way that users are managed has also changed; user management can only be carried out by someone with the Access Evo Administrator organization role.
Once the user is added to the Access Evo members list, they then need the Access Care & Clinical user role to be added to their account, you can do this as follows:
Click Members.
To find a member, in the Search field, type the person's name.
Click the three-dot menu at the top right of the member's name card.
Click Manage Roles.
Find Access Care & Clinical and select the relevant role using the drop-downs.
Click Save.
This will create a new user in Access Care & Clinical.
The user has not been assigned a role or facility within Access Care & Clinical
Once a user has been added to Access Evo and granted the product role, they will also require permissions to be applied to their user within the Access Care & Clinical software, this can be done via the following method:
Click Admin, then click User list.
Within the user list section, the new user created should be shown at the top of the list.
Select the user and assign the Default facility and Role using the drop-down.
If the Default facility drop-down is empty, go to the next step and save and revisit the user profile later to assign.
Under Facility and resident assignments, tick on the required Enable facility and Resident auto-assign check box.
Click Save.
Access Evo user has been disabled
In order to resolve this issue, an existing active Access Evo Administrator will need to reactivate the Access Evo Users.
To reactivate a user:
Click the members icon then click the filter icon.
Select the Include deactivated check box then click the three-dot menu.
Click Activate then click Yes.
Reactivated users don't receive an email notification. To work around this, enter their email address on the login page then click Forgotten Password. This sends them an email with a link to create a new password.
📌Note: You need to ensure that you grant the reactivated user the relevant permission, e.g. user or administrator.
If you are still unable to log in, please raise a new case online and reference the title of this article.