Caregiver/Staff Management›Re-setting Passwords

Re-setting Passwords

Overview

The most common question Support receives is assistance changing passwords. Because there are many different Ankota passwords and these passwords can vary by location and by app, the first question is always: whose password, and for what Ankota product?

Admin access is typically to only ankota.net, and their passwords can be re-set in ankota.net by another admin. Caregiver access is usually only to a caregiver mobile app. Caregiver passwords can be changed by an admin in ankota.net, OR they can be changed by the caregiver directly in the mobile app. 

Please note that there are some employees who may have both kinds of profiles. Always be aware of which profile (Admin or Caregiver) you are working with. See below for a walkthrough of changing these passwords.

Re-setting Passwords for Admins (Admin, via ankota.net)

Re-setting Passwords for Caregivers (Admin, via ankota.net)

Re-setting Passwords for Caregivers (Caregiver, via mobile app)

Re-setting Passwords for Admins (Admin, via ankota.net) 

To reset a password as an admin via ankota.net, 

  • Click on Admins or Staff in the Main Menu (the name will depend on your organization's preference)
  •  Search for the admin by entering their first or last name in the Filter box before clicking Search, OR by clicking search with an empty filter and clicking on their name
  • In the admin's profile, change the Password in both the Password and Confirm Password fields under Create Mobile App/Ankota.net User
  • Click the Save Personal button at the bottom of the page

The Staff page in Sandbox displays a searchable table of organization staff members with columns for Title, Last Name, First Name, Type, Status, Primary/Secondary contact info, City, State, ID, and Export Status. The page includes filter options for Export Status, Staff Id, Staff Type, and Staff Status (currently set to "Active"), along with Search and Add new buttons.

Staff member profile page for Admin Abigail showing the Personal tab with user account details including Username (aim.abi), Password and Confirm Password fields (both highlighted in red boxes), User Role set to Administrator, and Template set to Sandbox_OrgAdmin. The page also displays a "Create Mobile App/Ankota.net User" checkbox and Status dropdown set to Active.

Re-setting Passwords for Caregivers (Admin, via ankota.net)  

Re-setting the password for a caregiver's mobile app is virtually the same as re-setting the admin's password.

To reset a password as an admin via ankota.net for the caregiver's mobile app, 

  • Click on Caregivers in the Main Menu (the name will depend on your organization's preference)
  •  Search for the caregiver by entering their first or last name in the Filter box before clicking Search, OR by clicking search with an empty filter and clicking on their name
  • In the caregiver's profile, change the Password in both the Password and Confirm Password fields under Create Mobile App/Ankota.net User
  • Click the Save Personal button at the bottom of the page

The Caregivers page in the Sandbox application displays a filtered list of caregivers with the search term "austen" entered in the filter field, showing two matching caregiver records (Austen Cassandra and Austen Jane) with columns for Title, Last Name, First Name, Type, Status, Primary contact, Secondary contact, City, State, ID, and Export Status.

Please note that the first time the caregiver logs in after you re-set the password, they will be asked to change it to a new password immediately after log-in. After creating the new password, they will return to the front page, at which time they can log in with the new password. (Telephony/IVR password "PINs" do not change.)

The Change Password screen displays three text input fields labeled "Current Password," "New Password," and "Reenter New Password," with a blue "Change Password" button at the bottom and a "Back" link in the top-left corner.

Re-setting Passwords for Caregivers (Caregiver, via Mobile App)

There are now many Ankota mobile apps, but the most commonly used is still the Ankota Caregiver NextGen Mobile App. This mobile app is for homecare providers.

As with most apps, users can re-set their passwords at any time via the mobile app. To do so, they will open the app and click "forgot password." 

A pop-up will appear asking them to confirm they want to re-set their password. If the user accepts, the caregiver will be notified they are being sent a new password.

A password reset confirmation dialog displays the message "Are you sure you want to reset your password?" with two buttons: a blue "Ok" button and a white "Cancel" button. Behind the dialog, a login screen is visible with fields for "Email or Username" (showing "AIM.235") and "Password", along with a "Forgot password?" link.

A login screen displays a "Welcome back!" message with email/username and password fields, partially obscured by a modal dialog confirming that "A password reset text has been sent to your phone number" with OK and Cancel buttons.

Based on the available options, the caregiver will be notified if they will receive a new password by email or text. (Text is prioritized if both email and text are provided; nothing will be sent unless the caregiver has an email and/or phone number as well as the consent to receive messages checked.)

This notification message from Ankota Text (6:24 AM) informs the user of a temporary password 'c1318d32' and requires a password change on next login, with "Okay" and "Done" buttons visible along with options to Call, Mark as, Reply, and access additional actions.

The caregiver will review the text or email, then use the new password to log in. As with the admin password re-set, they will need to set a new permanent password at that time.

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