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Troubleshooting Login Issues

Purpose

This guide explains how to troubleshoot cases where a resident’s loved one cannot log in to the Akssi app by verifying their Resident Contact record, activation status, and EHR configuration.

Prerequisites

  • The loved one’s full name and email address
  • User access to the admin console where Resident Contacts are managed
  • Ability to verify EHR contact details (Responsible Party / POA)

        Navigation: Find the Resident Contact

        1. Log in to the admin console.
        2. Go to Administration.
        3. Click on Resident Contacts.
        4. Use the search bar to search by name or email address

                      You will only see your relevant office listed (not all offices).

                      Scenario A: The Resident Contact is Found

                      If the contact appears in search results but cannot log in, check the following.

                      A1. Verify whether the contact is enabled

                      In the Resident Contact record, review the enable/disable button state:

                      • If the button says Disable: the contact is currently enabled/active and should be able to log in.
                      • If the button is green and says Enable: the contact is currently disabled/inactive and cannot log in.

                          A2. Enable a disabled Resident Contact

                          If the contact is disabled:

                          1. Click Enable.
                          2. Confirm by clicking Yes.
                          3. Have them open the Akssi app.
                          4. Tap Forgot Password.

                              A3. If enabled but still cannot log in: reset password

                              If the contact is enabled/active and still cannot log in advise them to reset their password using the steps below.


                              • The email will come from notifications@budstechnology.com
                              • Ask them to check Spam/Junk folders if they do not see it.
                              • Verify the spelling of the name and email address.
                              • Confirm they are using the correct email (people often forget they used a different one).
                              • Confirm using your internal records and EHR.
                              • If incorrect, update records so the correct individual is designated as POA/Responsible Party.
                              • Confirm the loved one has the appropriate Contact Type.
                              • Ensure the loved one has a Responsible Party number assigned.
                              • Add/assign it to the correct person in EHR.
                              • On the next sync, the system will pull that person down so they can appear as a Resident Contact.

                                Scenario B: The Resident Contact is Not Found

                                If search returns no results, troubleshoot these common causes.

                                B1. Confirm spelling and email accuracy

                                    B2. Verify they are the correct person (Responsible Party / POA)

                                    If the person attempting to log in is not listed as the POA or Responsible Party #1, they may not appear as a valid Resident Contact for access.  Within EHR, review the resident’s contact details to confirm that the contact is lsited as responsible party #1.

                                                Support

                                                If additional assistance is needed, contact support@budstechnology.com