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• Verify the username or email is spelled correctly

  • The username is not case-sensitive

  • The email address used must be the email listed for the user profile

  • If the user email address has changed or is unknown, please contact your supervisor for assistance.

• Verify the password is entered correctly

  • The password is case-sensitive

• If the user forgot their password, select the Forgot your password link.

  • If the wrong password is entered, the user may receive the error For security purposes, you have been locked out. Please contact your supervisor.

  • The number of password attempts varies by company

  • Contact your supervisor to unlock your user profile

• If the user cannot log in to a Residential or Day Program profile:

  • Verify the correct username and password are being entered

  • Verify the user has an active service account for the program

  • Contact your supervisor for additional assistance

• If the user entered the system identifier into the mobile app incorrectly 

  • Verify the system identifier being entered

If the user is not prompted for the system identifier, review the article

What do I do if I am not prompted for the system identifier when downloading the mobile app?

For additional support, view the articles Password Reset or Profile Activation for full, step-by-step processes.

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