Customer Support
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Support FAQs
Here is a variety of our users’ most commonly asked questions.
Signing into the Customer Support Portal
- Sign in to the PointClickCare software.
- Navigate to the Resource Hub icon (the question mark icon) at the top right.
- Select Customer Support Portal from the drop-down list. This will open a new window.
Sign into the portal, click on person icon at the top right, select “my profile” to confirm or update your details to ensure the PointClickCare Support team can contact you.
- Sign in to the portal.
- Click on the person icon at the top right.
- Select My Profile.
- Confirm or update your details to ensure the PointClickCare Support team can contact you.
Sign into the portal, click on the person icon at the top right, select my profile and update your phone number and email address then select ‘Update.’
- Sign in to the portal.
- Click on the person icon at the top right.
- Select My Profile.
- Update your phone number and/or email address.
- Select Update.
- Navigate to the Resource Hub icon
- Select Customer Support Portal
- Click on Create Case button and complete all required fields.
Be as descriptive as possible, including resident examples (MRN only), what browser you are using, step-by-step directions on how to replicate the problem, user example(s), scope of impact (is this affecting multiple people or is it a unique instance), and screenshots if possible.
Sign-In Problems
There could be several reasons:
NOTE: PointClickCare Support cannot change user passwords. This task must be performed by a Local Security Administrator within your organization.
- • You might have entered an incorrect username or password. Please note that both are case-sensitive.
- • Your sign-in credentials may no longer be valid. This could occur if you are signed into the application in multiple browsers, your browsing history/cache needs to be cleared, or there may be internet/performance issues.
- • You might be trying to access PointClickCare from an IP address that doesn’t align with the IP Address Mask settings configured in the Facility/Community Configuration.
- • If you’re an IT Administrator and signing into PointClickCare using Multi-Factor Authentication (MFA) for the first time, you need to follow certain steps including having an Authenticator App downloaded on your mobile device or being logged in to a Desktop Authenticator App. See more information here.
Due to privacy and security regulations, password or sign-in issues must be resolved by your Facility Security Administrator. PointClickCare is unable to provide or reset usernames and passwords for facilities. For any account sign-in issues, please contact your Facility Security Administrator, Facility IT Department/Help Desk, or the On-Duty Facility Supervisor.
This error message can appear if you’re using a WIFI connection and have selected an incorrect WIFI network on your device, or if you’re trying to access PointClickCare from an IP address that doesn’t align with the IP Address Mask settings configured in the Facility/Community Configuration.
Billing and Claims Issues
There could be several reasons, including errors in claims, problems with payer setup, and issues with generating or exporting claims. Common errors and reasons include:
Claims are not being received in the Ability portal when sent using the Ability Integrated Receiver
• This could be due to the payer not being integrated with Ability or the correct submitter profile not being used. If the payer is not integrated with Ability, there will be no 837 link next to the exported batch. If the batch has the correct submitter profile and the 837 is not present, it means the batch was accepted prior to export. To fix this, the batch of claims must be copied and exported again.
Errors or warnings in Trial UB Claims
• Errors or warnings in Trial UB Claims could be due to issues in resident demographics, census rate history lines, resident payer setups, charges, and diagnosis. Changes may also need to be made to payer configuration or payer rules and rate schedules after claims are reviewed. If changes are made to census rate history lines, charges, or setup, claims must be recalculated before the trial reflects the correction.
Claims are rejected for missing a valid Insurance Company and/or the Insurance name in the A/R Insurance Tab
• If you are receiving an error in the results link in your batch of UB04s, ensure a Company Name is listed. Alternatively, you can try the following solution:
- Click New to add a name under Valid Insurance Companies in the Payer Setup.
- Select Set as Default and Save.
- Since the claims are already billed into a batch, go to that batch, select Edit, and Unbill all claims.
- You can then bill claims as usual, and the results link should be gone.
Problems with merging resident records can occur due to a variety of reasons. One common issue is when the merging process is done incorrectly. For instance, the original resident record (good record) and the new duplicate resident record (bad record) might be merged in the wrong order. Ideally, the bad record should be merged into the good record, but if it’s done the other way around, it can cause problems.
Client Restricted Access
This message could be due to several reasons:
• Your security role might be restricting access to the Resident List and/or Care Provider Access, or the resident rolodex (list of residents) might have filters selected, such as Primary Physician or Payer Type.
• You might be associated with an External Facility or Medical Professional in your profile that is not being used in resident charts. Another possibility is that you are assigned a security role that does not provide access to the resident list or resident access restrictions are turned on.
Depending on the cause, there are specific steps to resolve the problem. Work with your IT/Security Admin to:
• Review your Security Profile and ensure Access Restrictions is set up correctly, and review the access restriction limiting you to certain residents.
• Review External Facilities and Medical Professionals at the facility level or at the Management Console for proper setup.
Reporting Problems
As of Production update 4.4.33, Orders Reports in PointClickCare are limited to data from the past three years to enhance system performance. Older data can be accessed or printed via the Clinical Chart.
There could be several reasons why you’re encountering an error or a blank page when running a report:
• Adobe’s Extension Problem: There might be an issue with Adobe’s extension that affects printing reports. As a workaround, you can try to:
- • Toggling off the option Use Acrobat in Chrome.
- • Disable the Adobe PDF Extension from within Chrome.
- • Try using another web browser.
• User’s Security Access: If you’re trying to run a report and it’s returning a blank page, it could be due to a you user access permissions. Work with your IT/Security Admin to ensure that you have appropriate security access to the module you’re reporting on.
• Outdated Browser: Your web browser might be out of date. Check your browser for updates and install any available before trying to run the report again. Another possible cause is that an extension, such as an ad blocker, is preventing the PDF document from loading. You can try running the browser in Incognito mode, which will turn off all extensions. If the report runs successfully in Incognito mode, disable extensions one-by-one until you find the one that has been preventing the report from loading.