There are a few reasons why a user might not be able to log in. Work through each section below to find and fix the cause.
Access Evo user roles are incorrect
After migrating to Access Evo, user management works differently — only someone with the Access Evo Administrator organisation role can manage users. Once the user is on the Access Evo members list, they'll also need the Access Care & Clinical user role added to their account.
To add the role, follow these steps:
Click Members.
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 creates a new user in Access Care & Clinical.
The user hasn't been assigned a role or facility
Once a user is added to Access Evo and granted the product role, they'll also need permissions set up within Access Care & Clinical itself.
To assign a role and facility:
Click Admin, then click User list.
The new user should appear at the top of the list.
Select the user and assign the Default facility and Role using the drop-downs.
If the Default facility drop-down is empty, continue to the next step and come back to assign it after saving.
Under Facility and resident assignments, select the Enable facility and Resident auto-assign checkboxes.
Click Save.
The Access Evo user has been disabled
If a user's account has been deactivated, an active Access Evo Administrator needs to reactivate it.
To reactivate a user, follow these steps:
Click the members icon, then click the filter icon.
Select the Include deactivated checkbox, then click the three-dot menu.
Click Activate, then click Yes.
Reactivated users don't get an email notification. To work around this, enter their email address on the login page and click Forgotten Password. This sends them a link to set a new password.
📌Note: Make sure you grant the reactivated user the relevant permission, such as user or administrator.