Forgotten password
If a user has forgotten their password then simply click the "Forgotten your password" link. This will send them an email with instructions on how to reset their password.
If they do not receive this email then please check Spam folder, and the email address entered when resetting password because it needs to match the login email address in Careflo. Screenshot of login screen with the "Forgotten your password" link:
Cannot login - not because of forgotten password
A user not being able to login can have several causes. Here are some possible reasons and solutions:
Has the user entered the correct domain, email address and password? Double check the domain name and email address. It is possible to have a different login email address to their contact email address. If they have forgotten their password simply click the link as described above.
Check that the user is still enabled. To see all the users, including disabled users, click to Admin -> Users and select "All" in the filter on the screen. Search or locate the user and check if they are "Disabled" or "Enabled". Click the User and click the "Activate" button to make them enabled again.
Verify that the staff member or support worker is not marked as "Terminated". This will automatically disable their user login. Go to "Staff", click the type (Staff or Support Worker) and locate the staff member. Click into the Staff Details and click the "Reinstate" button to enable their user again.
Sometimes a staff member or support worker has two User logins created in Careflo by mistake. Locate both and remove one of the User logins to remove this confusion and ensure that the correct login account is used.