Here are steps you can take to get back into Zencare if you have difficulty logging into your clinic.
Password Reset
If you have forgotten your password, select Forgot your password?. You will then receive an email with instructions to reset your password.
Select the link to the Reset Your Password menu. Type your new password and confirm your new password in the following dialog boxes. When you are finished select Reset Password.
Note: Passwords must be at least 12 characters long and contain 3 of the following 4 character types: uppercase letters, lowercase letters, numbers, or special characters.
Changing a User's Password
To change a user's password, navigate to Settings, then User Access, select the desired user and then select Edit in the top right.
In the Update User menu, type in the user's new password under the Password section at the bottom and confirm the password in the appropriate boxes. When you are finished, select Save User.
Incorrect Login Email
When resetting your password, if you get the message "Failed to initiate password reset - Could not find email, please try again?" this means you're attempting to log in with an email address not associated with a user of your Zencare account. Try another email address, or if you're unsure what else it could be, reach out to our support team for help. If you are the user who signed up for Zencare, check your inboxes and see if you can find which email address was sent your Zencare sign-up information.
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Finding your Zencare URL
For security reasons, Zencare URLs are unsearchable through search engines and cannot be accessed through the main Zencare marketing website. If you can't remember your URL, try checking your internet history, or the email we sent you when you signed up with a link to your account.
Browser, Cache and Cookie Issues
Supported Browsers
Zencare doesn't support legacy web browsers. You will have the best experience using Chrome or Safari.
Clearing Cache and Cookies
| Browser | Steps |
| Chrome | Open Chrome, select the three dot menu on the top right, then select Settings. Under Privacy and security, select Delete browsing data. Select Cookies and other site data as well as Cached images and files. Restart Chrome for these settings to take effect. |
| Safari | Open Safari, select Safari then Settings from the top menu bar. Select Privacy, then select Manage Website Data. Select the relevant websites and then select Remove or Remove All. You may need to restart Safari for these settings to take effect. |
| Firefox | Open Firefox, select the hamburger menu on the top right, then select Settings. Select Privacy & Security. Restart Firefox for these settings to take effect. |
| Microsoft Edge | Open Microsoft Edge, select the three dot menu on the top right, then select Settings. Select Privacy search and services, then Choose what to clear near Clear browsing data now. Make sure Cookies and other site data as well as Cached images and files is selected. Restart Edge for these settings to take effect. |
Internet Connectivity Issues
Internet connectivity issues can cause issues when logging into Zencare and using its features. Make sure you are online with a strong internet connection. If you are having issues with your internet service, reach out to your ISP for help troubleshooting the issue.