Recovering username or password

Recovering username or password

Recovering a username or password is a common process that helps you regain secure access to your account. This topic describes how to recover a username or reset a password using the available recovery options.

Keywords: recover username, reset password, forgot username, forgot password, carevision login, carevision portal access, password reset steps, account recovery process, login error carevision, carevision mobile app login

Q: When should a password be reset?
A: A password reset may be required in the following scenarios:
  1. clients or staff have forgotten their password
  2. the password is no longer safe or secure
  3. it is time for a regular reset to prevent unauthorized or continuous access
If you are trying to log in to the CareVision Management Portal https://webportal.carevision.com/ and see the notification below, it means that either the username or password you entered is incorrect.


If you see the error message below while trying to log in to the CareVision Management Portal, it does not mean that the username and password combination is unrecognized. Instead, it means that the account you are logging in with has a lower level of access and is not permitted to view the Management Portal.


NotesNote: Client and carer accounts (including social workers and registered nurses) are only permitted to access the Mobile App. The message "Login failed: You are not authorized beyond this point." indicates that your account does not have access to the Management Portal.

Check Before Resetting Your Password
If you are resetting your password because you forgot it, please check the list below before proceeding to ensure the password is not incorrect due to:
    • a typo
    • letters that are close to each other on the keyboard (e.g. a and s)
    • a misspelled name in the ID (e.g. Lily and Lilly)
    • misread characters (e.g. the number 0 and the letter O)
    • an extra space within or at the end of the username or password, which commonly occurs when copying and pasting

Q: Who can reset a password? A: Password resets can be performed by both staff members and clients whenever needed. This article focuses on self-service password resets for clients and staff.

In addition, coordinators can also manage passwords for clients and staff. If you would like more details, please refer to this article: Managing password resets for staff or clients as a coordinator.

Q: Where can a password be reset?
A: When staff members and clients reset their own passwords, they can do so from the login page on both the Management Portal and the Mobile App. Please note that although passwords can be reset via the Management Portal login page, this does not mean all users can log in there, as the portal is intended for coordinators and authorized users.

Q: What information is needed for a password reset?
A: When resetting a password on the CareVision login page, the following information is required:
    • Username
    • Email address. If you have multiple email addresses, please make sure you enter the one linked to your CareVision account

Resetting passwords for clients and staff on the Login page

A. Resetting passwords for clients and staff on the Management Portal (Desktop)

When resetting your password, you will need both your CareVision username and email address. If you have forgotten your username, please retrieve it first. The steps are as follows:

1. Go to CareVision Management Portal: https://webportal.carevision.com/


2. If you do not remember your username, you can reset it by clicking on the Forgot Username option.


3. Enter the email address you are using for CareVision.


4. Click the SUBMIT button. After a successful submission, a message will appear confirming that an email with your username has been sent.


5. After retrieving your username, click the BACK button to return to the login page.

6. Enter the username you have just retrieved or already have, then click on the Forgot Password? option.


7. Fill in the required fields, including the correct username and email address.

8. Click the Submit button. After a successful submission, a message will appear confirming that an email with your new password has been sent.

B. Resetting passwords for clients and staff on the Mobile App

Usernames and passwords can also be reset on the Mobile App. On the login page, you will see the RESET HERE button. Clicking this will take you through a similar username reset process as outlined above.

The same requirements apply, including providing the correct email address to retrieve your username and reset your password.

C. Resetting password on CareVision Academy as staff on the login page

For CareVision Academy access, you can retrieve your credentials if you are unable to remember them.
On the CareVision Academy login page, you will find the Forgot Password option.


Clicking this will take you to a new page for password recovery.


Enter the email address linked to your CareVision Academy account to recover your password. Once done, click Send Recovery Info to proceed.

You will then be redirected to the login page, where a confirmation message will indicate that a recovery email has been sent to your email address.

This topic explains how to recover a username or reset a password using the available recovery options in CareVision, including the Management Portal and Mobile App. Following these steps helps provide quick and secure access to your account.

For more information about recovering a username or resetting a password, contact the CareVision Support Team.

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