The User have 2 options to log in, via EMAIL CODE or PASSWORD
OPTION 1 : login using EMAIL CODE
On the login screen, select Email Code and enter your email address in the Email field.
2. After entering your email, click “Send Verification Code.”
3. A One-Time Password (OTP) will be sent to your email.
Go back to the login screen and enter the OTP you received into the Verification Code field.
4. After entering the OTP, click “Access Dashboard.”
OPTION 2 : login using PASSWORD
On the login screen, select Password and enter your email address in the Email field.
2. If you have not set a password before, click Forgot password and follow the prompts.
3. Enter your Email Address and click 'Send Reset Link'
4. A password reset link will be sent to your email.
Go to your Email and Click 'Reset Password'
5.A new window will open where you can create your password. Type your new password and click 'Update Password'
6. Once done, return to the login page. Enter your email and the password you just set, then click Sign In.
Receive OTP via SMS (Last Reseort)
This method should ONLY be used if the first two login methods (Email Code and Password Reset) did not work.
If you are not receiving any OTP emails and you are not receiving the password reset link, then the SMS OTP option becomes the fallback solution.
Why This Is a Last Resort
If you need your Plan Manager to trigger an SMS OTP, it means the system’s emails are not reaching your inbox at all.
Because email deliverability is failing, the normal login methods cannot work, which is why SMS OTP is used only after both standard methods have been attempted and failed.
How to Request an SMS OTP
Inform your Plan Manager that you need to receive your OTP via SMS.
They will generate and send the OTP to you via text message.
Enter your phone number and the SMS OTP on the login screen to access your account.
Important: Set a Password Immediately After Logging In
Once you successfully log in using the SMS OTP, you must set a password.
Setting a password ensures you can log in smoothly going forward without needing OTPs, email codes, or manual SMS assistance.
Frequently Asked Questions
Question #1: I used the Email code method but didn't receive any OTP
Suggestion: Please double-check your Spam, Junk, or any other inbox folders in case the OTP landed there. If you still can’t find any OTP emails, it may be worth reviewing your email security settings, as they might be blocking OTP emails coming from us.
Question #2: The OTP that I entered does not work at all.
Suggestion: Try logging in again after a few hours and make sure you are picking the most recent OTP. Each time you attempt to log in, the system generates a new OTP and sends it by email. This means that if you try several times, you’ll receive multiple OTP emails but only the latest one will work.
From the screenshot below, we can see there are 6 different OTP emails. This means the user attempted to log in 6 times, and each attempt issued a new code. If you enter any of the older codes (even if they were only a few minutes ago), the system won’t accept them.
Please note: If you're a support coordinator, guardian, nominee or anyone connected to the participant and would like to access the portal, you’ll need to be added as a Team Member in the participant’s profile on Caresquare first. You can reach out to the plan manager to confirm if you’ve already been added.
You can try using a different browser (like Edge, Google Chrome, or Safari) in case you encounter a blank screen on the portal or can’t view the main dashboard.