Need help assisting your client with account access or setting up their Ruh Care Client Portal? Want to update a client's email address or password? This guide provides step-by-step instructions on managing logins to support your clients.
How to Resend a Client's Invite Email
If you have added a client, and they mention that they have not received an invitation email to the Ruh Care portal, please follow this series of actions:
Confirm that you have spelled the client's email address correctly (believe it or not, this is the most frequent reason why clients do not get their emails)
Resend the invite email (see steps below)
Ask your client to check their promotions and spam folders
If you'd like to resend the welcome e-mail:
Go to the particular Client's Profile
Click on the Actions Tab, all the way to the right
Click on Personal Information, the first button from the top.
Click the Reset password and resend the welcome email link, located just to the right of the client's email
This will now automatically resend the Welcome email, with instructions on how to set up their account and reset your client's password too. They will then be prompted to complete any intake forms, that they have not yet completed. The reset password link expires after 24 hours. By default, the client invite email is valid until the client sets a password or a new link is generated
Add Client Email Address
If you previously added a client but did not add their email address, and now would like to add an email address on file, please enter the email address, and click "Resend invite email" if you'd like the client to receive a Portal invitation email from you.
Change Client Email address
If you would like to change the email address on file for a client, navigate to:
Client Profile > Actions > Client Info > Personal Information > Email address > Adjust the Email Address > Save
Please make sure to click "Resend invite email" if you'd like the client to receive a Portal invitation email from you to this new email address.
Set a Client's Password on Their Behalf
You may occasionally have clients that are struggling to recall their password or reset it. To help these clients, simply navigate to their client profile and update their password here.
Be sure to inform your client what their new password is. The most secure way to do this is either verbally in-person or over the phone, or if you use a secure email platform.
Note: if a client cannot log in to their account, they won't be able to view the details of any messages you send via Ruh Care chat. They will only receive an email notification stating that they have a new message available. It’s always best to protect your client’s private health information, and that includes access to their Ruh Care client portal.
Link Activation and De-activation
For security reasons, links that are generated to a client's inbox are active until either of these actions occur:
1. Another reset / activation link is generated (typically by password reset)
2. The link is clicked on and utilized by the client.
After that, you will see that the client is unable to use a link that you share, which we do to maintain account security.
Quick Tips
Ensure the client's email address is correct.
Prompt clients to check their promotions and spam folders.