Incompatible Browser
Careportal3 is not compatible with Internet Explorer. A message is displayed to reflect this when it's used to open careportal.app or authportal.app. Careportal3 will work in Edge, Chrome or Firefox. Edge is preferred as it is the new default browser on care home machines, and it allows for the creation of Edge 'apps' which always open the specified webpage in the Edge browser.
Forgotten Password
If a member of staff has forgotten their password they can reset it using the the 'Forgot Password' link on the authportal login screen. (https://www.authportal.app/auth/password/new). They will then need to enter either their email address or mobile number. If they enter both, the code will be sent to both (via email and SMS respectively). Ensure that the staff members are inputting the email addresses they used to sign up here, as members of the home management team will have HCMS and personal email addresses.
Unable to Sign in Using Username
Staff members were initially allowed to sign in using an automatically generated username (e.g Joe.Bloggs). Now that the email addresses and mobile numbers have been registered they will no longer be able to use a username and must use either their email address or mobile number. Usernames are reserved for users that do not have either an email address or mobile phone.