Recovering username or password

Recovering username or password

Overview

When to reset password

Password reset comes in handy when it is required. It might be requested when
  1. clients/staff forgot their password
  2. password is no longer safe and secure
  3. it's time for a regular reset to prevent constant access

If you are trying to login on CareVision Management Portal: https://webportal.carevision.com/, and see the below notification, it means that either the username or the password you have inputted is not correct.


If you see the below error message while trying to login on CareVision Management Portal, it does not imply the combination of username and password is not recognised. It means that the account you are loggig in with has a lower level of access, and it's not allowed to view the Management Portal.


In fact, clients and carers (including social workers and registered nurses)' accounts are only allowed on Mobile App, and the "Login failed: You are not authorised beyond the point." message means that your account simply has no access on the Management Portal.

If you are resetting your password because you forgot it, before taking the reset action, please check the list below to make sure the password is not wrong because of
  1. a typo
    1. alphabets are close to each other on the keyboard, e.g. a and s
    2. a name in the ID is not spelled correctly, e.g. Lily and Lilly
    3. a character is misread, e.g. number 0 and alphabet O
  2. a space left in between or at the end of the username and password, which happens quite a lot while copying and pasting the strings

Who to reset password

Password reset can be done by staff members and clients themselves whenever they want to. This article will focus on clients and staff's self-service password reset.

In addition, coordinators can also manage passwords for clients and staff. If you are interested in more details, please read this article: Managing password resets for staff or clients as a coordinator.

Where to reset password


When staff members and clients reset their own passwords, they can choose to reset on the login page on both Management Portal and Mobile App. Please note that they can reset passwords on the Management Portal Login page, but it doesn't necessarily mean they can login there, as the portal is for coordinators.

What information is needed for password reset

When staff members and clients reset their own passwords on the CareVision Login page, the required information is listed below:
  1. Username
  2. Email address - If you have multiple email addresses, please make sure you input the email address you are using on CareVision

Resetting password as clients and staff on Login page

Resetting password as clients and staff on Management Portal on PC

As mentioned above, when you are resetting your password, you need both your username and email address for CareVision. If you have forgotten your username, please retrieve your username first. Steps are:

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


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


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


4. Click on the Submit button. After a successful submission, a message shows up to tell you that the email with your username has been sent.


5. After retrieving the username, click on the Back button to get back to the login page.

6. Input the username you have just retrieved or on you, click on the Forgot Passwords field?


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

8. Click on the Submit button. After a successful submission, a message shows up to tell you that the email with your new password has been sent.


Resetting password as clients and staff on Mobile App

The username and password can also be reset on Mobile App. On the login page, we see the button "Reset Here". Clicking on it will lead me to a similar process of username reset as above in the
Resetting password as clients and staff on Management Portal on PC section.

It still requires the same thing, correct email address, to retrieve username and reset password.


Resetting password on Care Vision Academy as staff on Login page

For Care Vision Academy access, we may also retrieve credentials if you are unable to remember them. 

On the login page of CareVision Academy, we can find the "Forgot Password".


This will bring us to a new page for the password recovery. 


Here, we just enter the email address linked to our CareVision Academy account to be able to recover the password. 
Once done, we can proceed by clicking on " Send Recovery Info". 

This will bring us back to the login page with the confirmation of the email will be sent out to your email address. 


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