Getting started

Menus follow your role and the modules your organisation uses. Ask your admin to check your access.

Open Settings and look under Personal. Organisation settings are separate and are for administrators.

Use Search in the top bar. A reference code is the safest way to tell similar names apart.

Home follows your role and caseload. This is normal.

Use the round help button at the bottom right. It offers guides for the page you are on.

Choose Forgot your password? on the sign-in page and follow the newest email.

Open Settings, then Security, then Change password.

After your password you type a six-digit code from an app on your phone. See the guide on setting it up.

Contact support. They check it is you and reset your two-step sign-in.

You are signed out after a long time without activity, to keep records safe. Sign in again.

Sign in, open Home and read the work assigned to you. Then read the record of each person you support before you plan anything.

Your role and allocation decide what you see. Ask your admin if something you need is missing.

Booking puts a session on the calendar. Planning says what you will do and why. They are separate steps.

They may not be allocated to you. Ask who manages allocation. Do not create a second record.

Act on your organisation's procedure at once and raise a concern. Do not wait for a form or a signature.

Home follows your role and your caseload. A colleague with a different job sees different sections. This is normal.

It only appears if you have both a caseload and a managing role. If you only have one, there is nothing to switch to.

Look under Unfinished sessions. If it is not there, it may already be sent for sign-off or signed off.

It lists work that waits for you specifically. Clearing it does not hide anything. It shows what is left for you to do.

The plan may not be saved yet. Choose Plan session first, finish the preparation, then come back.

Refresh the page first. If it is still wrong, open the page it links to and check the detail there.

You may not have access to that record, or the spelling differs. Try their reference code, then ask who manages allocation.

At least two. One letter is too short to search.

No. Concern narrative is not searched. Open the concern from the safeguarding pages instead.

Not in live search. Ask your manager or admin where archived records are kept.

No. Only the file name is searched. Name files clearly so they can be found.

Each group shows up to twenty. Add more of the name or choose a narrower group to see the rest.

Managers and admins by default. Your admin can switch it on for other roles.

No. It shows which parts changed, not the new words. Open the record itself to read it.

Sign-in times are only known for today. Earlier days show the work that was done instead.

It sends the person who owes the work a reminder inside the system. You will see who was reminded.

Open Emails sent and search by address or subject. Check Not sent too. Earlier emails are not recorded.

Today's view does. For another day, refresh the page to see changes.

The library only holds the link. You may need access to the file in your organisation's storage. Ask who owns the folder.

No. Put it in your organisation's storage, then add its link here.

Editing is for managers and admins. If you think you need it, ask your admin.

Ask a manager to open Removed resources and restore it. The file was never deleted.

They show the areas of need the resource supports. You can filter by them.

Up to 200 for the title and 4,000 for the description. The form tells you if you go over.

Edit your name on the Details tab and choose Save. Use Known as if you go by a different first name.

Those tabs are for managers and admins. If you think you should see them, ask your admin.

Ask your admin. Your sign-in email is changed from your staff record by an administrator, not by you.

Open Security, then Change password. The profile page does not hold it.

Only administrators and managers. Colleagues see your name and work number.

Choose Reload Profile. If it still fails, tell your admin and say what time you tried.

Check junk mail first. Then ask the person who invited you to check the address and send it again.

No. The email on the page is fixed. Ask for a new invitation to the address you want to use.

Ask whoever invited you to send a new one. The old link will not work again.

Go to the sign-in page and use your password. If you forgot it, choose the reset link there.

At least twelve characters.

The person who invited you chose it. It is shown on the page. Ask your admin if it looks wrong.

Any authenticator app works. Microsoft Authenticator, Google Authenticator, 1Password and Authy are all fine.

Wait for the next code and try again. Check your phone's date and time are set automatically.

Contact support. They check it is you and reset your two-step sign-in. Then set it up again on the new phone.

They are shown once. Make a new set with Make new recovery codes. The old codes then stop working.

Yes. Choose Set up another (for example, on a new phone) and scan the new picture.

Not yet. Two-step sign-in applies to the website for now.

You can remove an authenticator. If your organisation requires two-step sign-in, you will be asked to set one up again.

It is a safety step. Sign in again with the new password and carry on.

At least twelve characters. The form refuses anything shorter.

Request a new one from the sign-in page and use that. Only the newest link works.

Check junk mail and that you used the right address. Then ask your admin to confirm the email on your account.

Some jobs need a sign-in from the last five minutes. Type your password once and you will be returned to where you were.

No. Each person sets their own. If someone is locked out, they use the reset link or you ask for a new invitation.

It is the round button at the bottom right of every signed-in page. Its label is Open help.

Your role and your organisation's settings change what you see. Ask your admin if a button is missing.

Yes. Use Print or save as PDF at the top of the guide.

No. Examples are made up, and the help centre is public.

Guides use your organisation's own words. Your admin chooses them.

Use Email support in the help panel. Describe the page and the message, and leave out private details.