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When an agency user creates a caregiver profile, part of the process is including the caregiver’s email address. Once that has been added in the Email field and the user saves the caregiver profile, an email will automatically be sent to the caregiver with instructions.

The email will look like this. It will include your username and a temporary password.

You will need to click on this link to access the page to reset your password to something you will remember.

Enter that temporary password from the email in this top field. You will probably want to highlight and copy the temporary password, so you don’t have to manually type it in. Make sure you don’t get any extra spaces. Just get the actual characters.

Then, you will enter what you want your password to be. Make sure you have

  • at least 8 characters, including

    • a number

    • a capital letter

    • a lower-case letter

    • a special character, like @ or #

You need to enter that password again, just to confirm that you didn’t mistype it the first time.

After you’ve set your password, you can pick a security question from the drop-down menu, or you can add your own question.

Just type the correct answer in the security answer field. You can use this in the future if you forget your password and need to reset it again.

Once you’ve put information in each field, click the Update button, and you’ll be logged in to the caregiver portal.

You can then use the username from the email and your new password to access either the browser portal or your mobile app.

What might go wrong?

You might not see the email in your inbox.

  • Depending on your email service provider, you may have to look in your junk or spam folder. Some providers will route any email that has a link in it to junk to avoid having you accidentally click on something that could give your computer a virus.

  • If your agency says that they sent the email, and you can’t find it, please confirm with them that they entered your email address correctly. It’s really easy to skip a character or misspell something. If that is the problem, they can update the email address and then re-send the email to you. There is an article in our help center for how to do that.

You might get a “temporary password does not match” error.

  • If you typed it in manually, you might have made a mistake, so try again

  • If you performed a copy/paste, you might have included a space before or after the characters. Copy it again and try again.

You might get a “password has expired” error.

  • If you tried to reset your password unsuccessfully 3 times, this can happen, and you’ll need to ask the agency to reset your password for you. You’ll get a new email, and you can try again.

  • If you have already reset your password successfully, you will also see this error. If you don’t remember your password, you can use the Forgot Password link, or you can ask the agency to reset it for you. If you need to do this, you will not be able to use any of the last 5 passwords you have entered.

The best thing to remember is that all you need to do to get started is click on the link in the email. Then, just fill in the blanks to reset your password and log in for the first time.

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