What Happens When You Change Your Account Username or Password in ElderSuite

This article explains what happens when you change the ElderSuite account username or password, which computers and staff are affected, and how to make the change without locking anyone out. When you finish, you will know where those credentials live, how to update them safely, and what to do if nobody can sign in.

ElderSuite keeps one set of account credentials for Full Access and separate logins for staff. Give employees their own credentials in How to Add Employees and Set Permissions in ElderSuite instead of sharing the account password.

Account credentials vs staff logins

ElderSuite has two kinds of login:

• Account credentials (also called the provider or subscription credentials). There is one set per provider. Signing in with them grants Full Access to every Center. They live on the account administrator's employee record in Provider Center → Manage Employees—the row marked Administrator—and only the account administrator can change them.
• Staff (employee) logins. Each employee can have a User Name and Password under Manage Permissions → User Login Info. Those credentials grant Limited Access based on that employee's permissions.

Provider Information does not hold the account credentials. Its ElderSuite Account ID box is read-only and can be copied; use it with a permitted person's own login when setting up another computer. Clearinghouse EDI passwords are not ElderSuite logins—do not change those when you mean to change the account password.

How to change the account username or password

Only the account administrator can change these credentials. Anyone else who opens the Administrator record sees it read-only, with Save & Close disabled.

1. Sign in as the account administrator.
2. Open Provider Center and click Manage Employees.
3. Select the row marked Administrator and click Edit, or double-click the row. The title bar reads Employee Information - Account Administrator.
4. Open Manage Permissions, then the User Login Info sub-tab.
5. Enter the new User Name, the new Password, and the same password again in Confirm Password (up to 25 characters each).
6. Click Save & Close.

ElderSuite confirms that the account user name and password have been changed and that computers already set up are not affected. Use the new values at the next Full Access sign-in and when the administrator authorizes a new computer.

If Confirm Password does not match, ElderSuite shows Password Not Confirmed and nothing is saved. Correct the confirmation and save again.

What the change does on every installed computer

Changing the account username or password does not deauthorize installed computers. Each computer keeps its own device identity from the Setup Wizard, shown in Manage Device Installations. The account password is not part of that check.

You do not need to run the Setup Wizard again after a password change, and no computer is signed out or revoked by the change.

What does change: the next Full Access sign-in must use the new username and password; Authorize Device in the Setup Wizard checks those same updated credentials with the Account No.; and MicroSolutions' copy of the account credentials is updated. Staff who use their own employee logins are unaffected.

Who needs to be told

Tell anyone who was signing in with the shared account username and password, or who used those credentials to authorize a computer. They need the new values before their next Full Access sign-in or Setup Wizard step.

You do not need to notify staff who already use their own employee logins. Prefer individual logins in Manage Employees rather than sharing the account password.

To cut off a retired, lost, or stolen computer, open Provider Center → Manage Device Installations, edit that row, check Deauthorized, and click Save & Close—from a different computer if that machine is the one you are signed in on. That step is separate from changing the account password.

If you lose the account credentials

Account credentials are encrypted and cannot be retrieved—only replaced. Try self-service first:

• If the administrator's email is verified and you are on a computer already set up for the account, use Forgot password? on the Sign In window. ElderSuite emails a reset code, issues a temporary password, and requires a new password at the next sign-in.
• On a computer the account does not recognize, the reset also asks for a text-message code to a verified mobile number when that verification is available. Where it is not yet available, reset from a computer that is already set up, or use the manual process below.
• If the administrator's email was never verified, self-service cannot send a code. Complete Verify Your Contact Info when you can sign in so the next recovery is self-service.

When self-service cannot help, contact MicroSolutions at +1 888.999.8055 or follow ElderSuite Support. Provide the provider name, the account number if you know it, and an authorized contact. A representative will tell you what documentation to send. Once everything needed is received, verification takes 48–72 business hours. New credentials go onto the account administrator's employee record.

Troubleshooting

• Other computers will not open after a password change. A credential change alone should not cut them off. Check Manage Device Installations for Deauthorized, confirm connectivity, and confirm staff are typing their own logins.
• Save & Close is disabled on the Administrator record. Sign in with the account credentials, not a Limited Access employee login.
• The account password was shared with staff. Give each person a login in Manage Employees, then change the account password so the shared value stops working for Full Access.
• Need help finding a screen. Open Ask Eddie inside ElderSuite, or use ElderSuite Support (+1 888.999.8055, support@eldersuite.com).

Still stuck? Open a support ticket. Include whether you can still sign in on any computer, whether the administrator email is verified, and the exact wording of any Sign In message.

After the account credentials are current, keep staff on their own logins so a future change does not depend on sharing Full Access credentials.