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      Troubleshooting Guide: 'Sign in with PointClickCare'

      If you're running into issues when you try to sign into Welbi using your PointClickCare credentials, check out this troubleshooting guide!

      If you're experiencing issues when you sign into Welbi using the 'Sign in with PointClickCare' button, run through the following troubleshooting questions to rule out some common problems:

      Can you log into PointClickCare itself? 

      Forget about Welbi for a moment - are you able to log into PointClickCare itself?

      If not, there may be an issue with your PCC user account, such as an expired password. Contact your PCC System Administrator or internal support team for further assistance. 

      Alternatively, if you're trying to log in while off-site, it's possible that you simply don't have remote access privileges for PCC (this is fairly common, as most organizations provision remote access only when absolutely necessary).  If you can’t access PCC off-site, you won’t be able to access Welbi while off-site either. Contact your PCC system administrator or internal support team for further assistance. 

      Do you have access to the community in PCC?

      When you sign into Welbi using your PCC credentials, the communities you have access to  in Welbi will mirror the facilities you have access to in PCC. If you aren't seeing a community in Welbi that you think you should have access to, you are probably missing access to this facility in PCC.  Contact your PCC system administrator or internal support team for further assistance. 

      Do you have the necessary PCC permissions?

      If you can log into PCC and have access to the correct facilities, but are still unable to sign into Welbi, it's possible that your PCC user account hasn't been assigned the necessary security roles or permissions that are needed to access Welbi.

      Every organization will have their own requirements when it comes to the PCC security roles/permissions that are needed to access Welbi. For example, many organizations require that PCC users must be able to view patient information in PCC in order to access Welbi using the 'Sign in with PointClickCare' option.

      Your PCC system administrator or internal support team should be able to assist in updating your PCC permissions if appropriate. If your administrator is not sure what your organization's requirements are for Welbi, please reach out to us and we can confirm for you.

      If all of the above are true...

      It's possible that your PCC password is expired, and you don't know it!

      While this may sound strange, PCC's Support Team has confirmed that in some cases, users can successfully log into PCC with an expired password without any issues, but will encounter difficulties when trying to log into partner systems like Welbi. 

      If you're seeing error messages similar to the ones listed below when you try to log in, this may be a sign your PCC password needs to be reset:
      • "Invalid username/password."
      • "Please contact your Security Administrator to check/reset your password."
      • "PointClickCare cannot reset user passwords for your facility."

      Your PCC system administrator can also confirm whether your PCC password is expired by following these steps in PCC:

      • Admin > Setup > Security Users

      • Click on 'Actions' to the left of the user you want to check, then select 'Edit'

      • In 'Edit', they should see Password Expires: *DATE*

      If you do not know how to reset your password in PCC, your system administrator or internal support team should be able to assist.