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Troubleshooting Field Staff Login Issues

This article will review the basic troubleshooting steps if a field staff member is having difficulty accessing the mobile app. 

Field staff may occasionally experience difficulty logging into the eCaring mobile app. Review the following steps to resolve issues

Common Login Issues

Invalid Credentials Error

Before instructing the staff member to reset their password confirm the following:

  • The staff member is using the correct email address associated with their eCaring profile.
  • The email address entered does not contain any spelling errors or extra spaces.
  • The staff member has received and accepted their invitation to access eCaring.
  • The staff member has a reliable internet or cellular connection.
  • The staff member is entering their password correctly, including capitalization and special characters.
  • Have an office staff admin attempt to login with the staff credentials on another device
Resetting a Forgotten Password

If the staff member does not remember their password instruct them to complete the following steps:

  1. Open the eCaring login screen.
  2. Select Forgot Password.
  3. Enter the email address associated with the staff member’s eCaring account.
  4. Check the email inbox for the password reset message.
  5. Follow the instructions in the email to create a new password.
  6. Return to the eCaring app and log in using the new password.

Steps to follow if staff has recently reset their password and are receiving the invalid credentials error:

In some cases, a mobile device may retain previously entered login information. This stored information can prevent updated credentials from being entered or recognized correctly.

Instruct the staff member to complete the following steps:

  1. Select on the app to access app settings
  2. Select Storage & Cache
  3. Clear both storage and cache
  4. Login again

Troubleshooting if staff has not received the password reset email

Be sure to check the spam or junk folder if the password reset email is not received.

Verify the correct email is on file

If the Staff Member Still Cannot Log In

If resetting the password does not resolve the issue:

  • Confirm the email address in the staff profile matches the email address being used to log in.
  • Verify that the staff member’s account is active.
  • Close the app, restart device and log in again
  • Have the staff member attempt to log in again using the updated credentials

If the issue continues after completing these troubleshooting steps, contact eCaring Support for additional assistance. When contacting Support, provide the staff member’s name and a description or screenshot of the error message, when possible.