The following are common issues and solutions.
Users are not receiving SSO verification emails and cannot validate their accounts to log in
If users are experiencing this issue:
- Look for the email in spam folders, junk folders, and other folders you may have within your inbox email server.
- If using Outlook, try using both the app and browser version of Outlook to find the email from CentralReach SSO.
- The email may be blocked on your end, for which the organization needs to reach out to their IT team to whitelist “no-reply@centralreach.com”.
- If this does not work, please try with a different email address in the meantime AND submit a case in CR Community to CentralReach support so we can investigate and correct the issue.
- Try submitting the old username for a password reset. In some situations, the old username is still the SSO username and must be used to login.
User seeing “Email in use by another user”
- The organization account needs to check the emails being utilized by their users via the Contacts module. Ensure the email is not used by another employee, client, or test account. If it is used by another account, use the email alias workaround.
User is linked to an inactive CR Account
- If the inactive contact account the user is linked to is within the same organization they currently work for, the user must contact their organization Admin.
- The organization Admin needs to search for the user and identify the inactive contact in the Contacts module.
- Search for and select the inactive profile in the Contacts module
- Navigate to their Profile > select Basics > select Make Generic > then Make Active.
- Please note, if the profile is already a Generic, there is no need to make an Employee, just continue to ‘’Make Active’.
- In “Linked to email” > Remove Access from the profile.
- In their Profile > select Basics, select Make Inactive > then Make Employee and choose Convert without a form.
- Please note, if the profile is already a Generic, there is no need to make an Employee, just continue to “Make Inactive.”
- The active profile will then proceed with the SSO verification.
- If the user is linked to an organization they no longer work for, the user will need to contact CentralReach support for assistance in order to get their accounts linked to the correct organization.
End-clients with multiple learners workflow
If your end clients have more than 1 learner receiving services, here are two workflows they could follow to access their Client Portal accounts.
- Option 1: Families with more than one client receiving services can use/create different email addresses for each client. The primary email address being verified and stored in the client profile would be unique.
- Ex: firstname.lastname@gmail.com For Child 1 profile
- Ex: firstname.lastname@hotmail.com For Child 2 profile
- Option 2: Families who have more than one client receiving services can create an email alias for each client. The primary email address being verified and then stored in the client profile should be the alias. The alias can be anything:
- Ex: firstname.lastname+child1@gmail.com
- Ex: firstname.lastname+child2@gmail.com
- Please note, some Email Service Providers do not allow aliases.
- Overall, think of the multiple email addresses in the same way we had different, unique usernames for each client.
Unable to reset password: I am not getting the email
- Look for the email in spam folders, junk folders, and other folders the user may have within their inbox email server.
- If using Outlook, try using both the app and browser version of Outlook to find the email from CentralReach SSO.
- The email may be blocked on your end, for which the organization needs to reach out to their IT team to whitelist “no-reply@centralreach.com”.
- If this does not work, please try with a different email address in the meantime AND submit a case in CR Community to CentralReach support so we can investigate and correct the issue.
- Please have the customer submit a support case in CR Community.
Users with multiple instances cannot log into all of their instances, EVEN IF NAME/DOB IS THE SAME
- Reverify that the name and date of birth on all accounts are the same and follow this process.
- Remove access and convert the user under each of the accounts that need to be linked:
- Navigate to the Basics section of their Profile and select Remove Access.
- Click Convert to User.
- The user should now receive the email to complete the validation process and log in using the same email address.
- If this does not work, please submit a case in CR Community to CentralReach support so we can investigate and correct the issue.
User seeing “invalid email format” error
- Check to ensure that there are NO EXTRA SPACES before or after the email in the user’s Profile in CentralReach.
User is unable to “Convert to User” on the Basics Profile, as the option is grayed out
- DOB is likely missing on the user’s profile. Please input the Date of Birth.
If an organization has the same email for the ORG and for a Client
- Have someone else with admin permission to the client, do the following:
- Client > Basics > “Remove Access”
- Then, change the client’s Primary Email.
- Logout and click Forgot Password. Enter the old organization username and follow the reset password workflow.
- If this does not work, please create a support ticket.