Login Assistance (Staff)
To assist a staff member 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 staff with the failed login attempt(s).
4. Next to the staff'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 staff 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 staff with password reset directions.
7. If the staff does not want to reset their password themselves, but still needs assistance click on the switch to option and change the password for the staff.
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 staff. Make sure to meet the requirements laid out under the i option. Click Save when changed.
11. Give the new password to the staff. We suggest to call them with the information you should never send passwords to staff via email or text.
12. Make sure to switch back out of staff'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 Staff 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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