Better Security
Procare has implemented a more secure password protocol. You will see it referred to as either 2-Step Verification or Multifactor Authentication (MFA). Currently, it is not required but highly recommended. Take the steps now to keep your data safer and more secure.
Already have 2-Step Verification enabled? Want to reset your password? Use your preferred verification method. Click here for instructions.
Not using 2-Step Verification?
Here are the instructions, but remember that 2-Step Verification will be required soon.
Resetting Your Password
Follow the steps below to reset your password if your current password is unknown or if you are required to reset a password:
Log out of Procare Online (click on your profile circle on the top right > Log Out).
Click 'Forgot Password? RESET' on the login screen or visit https://schools.procareconnect.com/restore-password. Please Note: If clicking the link automatically logs you in, please clear your browser cache and try again.
Enter the email that is associated with your account, then click Continue.
You should receive an email with further instructions on how to reset your password. Make sure you use the latest password reset email link when resetting your password.
Once your password has been reset, please log in with your new password on the web and mobile.
Password Requirements
Strong passwords help protect accounts and personal information. Here are the password requirements for Procare Online:
Minimum of 12 characters
Must include at least one of the following:
Number
Special character
Uppercase letter
Lowercase letter
Use a unique password for each account
Make passwords random, or consider using a password phrase (passphrase)
Do not recycle old passwords
Keep passwords private and do not share them with others
Resources
This resource explains password requirements, the password reset process, and troubleshooting tips. Print or distribute this guide to center staff and families to support password resets.
PDF: Updated Password Requirements
| Troubleshooting Guide |
If you are having difficulty resetting your password, there are several steps you can take to resolve the issue. This guide provides troubleshooting methods to help ensure you regain access to your account quickly and efficiently.
General Troubleshooting Steps
When encountering issues related to password resets:
Verify Your Email Address
Ensure the email address you enter in the password reset form is correct and belongs to the registered account. Check for any typing errors.
Use The Most Recent Reset Email
Make sure you use the latest password reset email link when resetting your password.
Check Spam or Junk Folders
Sometimes password reset emails are filtered into spam/junk folders. If found there, mark it as 'Not Spam' for future ease.
Meet Password Requirements
Ensure your new password meets the password requirements listed above.
Clear Browser Cache and Cookies
Clearing the browser cache and removing browser cookies can resolve conflicts. Refer to your specific browser help articles to learn how to clear the browser cache and remove browser cookies.
Update any Password Management Tools
Update stored passwords to reflect the new credentials.
Log Out of Active Sessions
Before attempting a reset, log out of all active sessions or tabs in Procare Online.
Troubleshooting Email Receipt Issues
If the password reset email is not reaching your email inbox, try these steps:
Resend the Request
Go to the password reset page: https://schools.procareconnect.com/restore-password.
If the problem persists, verify internet stability or switch to a different device.
Avoid Email System Blocks
Sometimes, organizational or email provider settings might block Procare emails. If this happens, reach out to the organization’s administrator and ask them to allow Procare emails.
Potential Log-in or Email Access Issues
The ‘Login’ button is grayed out
Ensure you have selected Staff or Parent, and enter your email address and password.
Unable to Log in After Reset
a. Uninstall and reinstall the Procare app (mobile app).
b. Use the password reset link again: https://schools.procareconnect.com/restore-password.
c. Attempt to log in with the new password.
No longer have access to the email address on the account to complete a password reset
a. For centers, contact Procare Support
Cannot Log In and Forgot Their Login Email Address
A parent/guardian may be unable to log in because they have forgotten the email address used for their account.
It’s also important to note that:
The email address on the parent/guardian profile is used to send the parent/guardian invitation.
This same email address is used for center communications, such as newsletters and daily sheets.
Changing the email on the parent/guardian profile does not change the login email.
The login email remains the email address originally used to accept the invitation.
How to Locate a Parent/Guardian’s Email Login
Navigate to Reports> Management Reports.
Open the Students and Family Report and choose Custom Report
Under / Information, select:
* Carer First Name
* Carer Last Name
* Parent/Guardian Email
* Invitation Sent At
Compare Email Addresses
Email shows the current email address on the parent/guardian profile. This is where communications are sent.
Invitation Sent At shows the email address originally used to create the account. If the email address on the parent/guardian profile has been updated, these two fields may be different.
Confirm the Login Email
Use the email address listed under Invitation Sent At as the correct login email for the parent/guardian.
If the parent/guardian no longer has access to that email address, contact Procare support.
Mobile App Error Messages or Access Issues
‘We are unable to retrieve your user information,’ or other miscellaneous server errors display in the mobile app.
Log out and attempt to log back in. If you are still unable to log in, use the reset password link and follow the steps above.
Password has been successfully reset, but unable to log in to the mobile app.
Make sure you’re entering the password correctly
Check for typos
Confirm whether Caps Lock is on or off
Ensure any special characters are entered exactly as required
Check your app version to make sure you’re using the latest release
Update the app if an update is available
If the issue continues, delete the app and reinstall it