Login Assistance (Client)

To assist a client who is having trouble logging in to SMARTcare, use the steps below:

1. Visit the IP Management section to identify the login problem. Menu>Resources>IP Management

2. Scroll down to the table labeled Login Attempts.

3. Identify the client with the failed login attempt(s).

4. Next to the client’s name, you will see the reason for the failure in parenthesis to the right of their name, along with two arrows back and forth (switch to) and a key (send password reset email) buttons.

5. To send the client a password reset email, click the key button. When you hover over key button it will say Send Password Reset Email.

6. When selected a pop up will have you confirm you would like to sent an email to the client with password reset directions. 

7. If the client does not want to reset their password themselves, but still needs assistance click on the switch to option and change the password for the client. 

8. Once the switch to option is selected click the Smartcare logo on the top left of the screen.

9. Below the My Smartcare menu options select the Key option called, Change Password.

 

10. Once selected, change the password for the client. Make sure to meet the requirements laid out under the i option. Click Save when changed. 

 11. Send the new password to the client. This can be done via email, text, or by calling the client.

12. Make sure to switch back out of client's profile by clicking the switch back option at the bottom of the screen. 

​NOTE: Another issue for logins is wrong username. If that occurs, remind the client their user name is their first and last name with no space and lowercase. You can verify this by visiting the Client Management page and click the + sign to the left of their name. In the drop down information their username is listed. 

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