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## **For the Web Portal**

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51130640513/original/O8QKy7DTcYnSSnR1Tc9vnZ3fA9Gpb6c2eQ.png?1699830882)

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## For the Worker App & Client App

 ![](https://s3-ap-southeast-2.amazonaws.com/aus-cdn.freshdesk.com/data/helpdesk/attachments/production/51130641522/original/nMqitHb7jwqtv85vNXbZtYeNSIf0R3r8fg.png?1699831058)

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When users have changed their password, they will receive an email letting them know the password was changed. If users receive a password change email without authorising a password change, they should contact their administrator immediately.

Inactive users will be prevented from resetting their password.

The feature to allow one user to change the password of another has been removed from CareMaster. The only person that should know the password of an account is the owner of the account.

 Users who currently do not have a registered email in CareMaster need to contact their administrator and have their email recorded before being able to reset and login to CareMaster.

 Passwords must contain a minimum of 8 characters.  

 

### Two Factor Authentication

To further improve security of user accounts, two factor authentication (2FA) is available. 2FA strengthens user access by adding a second method to verify themselves to CareMaster during login (the first method is the user’s password). The second method is a PIN number that is provided by an authentication app that must match the PIN number that CareMaster has calculated. The authentication app is an app that users will have installed on their mobile phone.

We recognise that to successfully enable 2FA within an organisation, it will require training and other changes to ensure all workers are able to login to CareMaster. Therefore, 2FA will be turned off by default and can be switched on at a later time that suits your organisation. Customers are not required to prepare for 2FA today. 

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How to activate 2FA (Two Factor Authentication)

 

Please activate these settings in Settings > System Settings > Search Factor

 ![](https://brainfish-storage-prod.s3-accelerate.amazonaws.com/uploads/7a70b873-daef-4e33-9c87-d5d8fb440174/8345f983-6f66-4033-af10-d3111f4d5d07/image.png?X-Amz-Algorithm=AWS4-HMAC-SHA256&X-Amz-Credential=ASIAUPPN5IL3366ND6MB%2F20260414%2Fus-east-2%2Fs3%2Faws4_request&X-Amz-Date=20260414T193227Z&X-Amz-Expires=3000&X-Amz-Security-Token=IQoJb3JpZ2luX2VjEMf%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FwEaCXVzLWVhc3QtMiJHMEUCIGJgoRtyfJNgdKr8w0EWJzRUKtgMaji5a4SziWRB2ELOAiEAvqAaq4rHIz1xakAJs6pOa0je8WqyqwrRKsXeg6R%2Fbwsq5gUIkP%2F%2F%2F%2F%2F%2F%2F%2F%2F%2FARACGgwzMDgxMjU5NzUyODciDGsur7UV0PGHcgdwUCq6Ba2Zntt33DZK55aoleXze6f9o1Xh2T2RBG60boMK1%2B%2Fm4NJRvvnxGV05jU2awvVnvQemxBrvI228k1k%2BTWjq7I3ftNmIgitXlmGv53pJj3WO4%2BxFnXI5eDfQcv1eItc%2FP0PljxbqLUw7511dJbGIA7csXGtGfxZP4a8ex6lyAXS86t5M7VvN8ZrmyMdXaLhXf%2F4%2FS50vhljpVgQeUVGwPcRQoRDcqbU5WP%2BXs9YhowQSsMA3KMK49pTPlAA5347UtFpaTZ4xuOAal9YqdYidOjKl3LBDOY95zzAmtCyuAqgSaEof3QDpPkn2fKM%2FQzIkBuMWQ%2BlgrIT0uY8CCWg00sq%2FWFpMV7dvfGFlYreq2UQgm2VmSdHIvU29sqLU2SlxX7wshhEzCpB%2BnevJAuojD8OXd8c%2B7eAh1GGyE0OqHsUNN3if0YjVEgNoLRKd9CrqrHFc4%2FHIIjZHmL%2By%2B6lXSSgJr9ZFmEBosuNSyGY4ntdDv44pHGcNk1Kgh2%2FHl8fC6C6XEnw9Ziv9vdpmKgICl2xTWUehdU0IyYuAtCt5irW%2BKA7O6QJfbm3jsdPfNPPG%2BjPI%2FOVrVEMq04jz%2FBn80uRnddDyl5SW1rKEa5KN3z3USSUXQCZwhht87c5TDL5HpVzcNcbBWwF%2FXeFm%2FIyIuYJBgTvs3T13VAoqbapwC9V1J%2Bx1i3oj7JFfIx%2BrVKhGRqsMTRCRoxZw8i9nLGpCOa02%2FbbQnqmGzfHuX2%2BFcQL10kvFpWurcVabRu5vXXxE7BKvXfYRbYrzvrQ%2BZ5IV1P%2B6XNHa9kU5HbOET6mFW6PKZo4zmoJBhwlNKpQOZlgqUQUEdiA5S8M%2FTkdLpKJV6U%2FbWykiSNOpBYN79hsDKvMQHamNrHOML02MAEIKHBnV6F4GLmgwD%2BA4QRYWHMzzfLzAFjmunyWuoK7lMKmk%2Bc4GOpABHYGI2Ns%2BZJyhoqd%2BE7lsM1kxepE6O4tUO%2BdLkKXVoV%2B3XUD%2Bx5ulYbAmUAb9U%2Bm8M0zP9MV3wAs0Q3rzHdR8%2FK3zI9IDcgf2eFw73MMMFFy%2FjgqIGCPpvYeRCjtC%2FdzHvGbudzf7ZBTrXPo0VX0AO0g5JOaHtmhZNTVSFk1syRx3VtN%2BB1Sc6eUARyxXsPaG&X-Amz-Signature=ace460de6fe252d5c0d5f0594b320992b3a744e3239501b623909bc57db155b3&X-Amz-SignedHeaders=host&response-content-disposition=attachment " =940x")

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Please inform your workers as required.

How To Reset A Password?

User Guide: Client App - Participant & Family Guide

User Guide: Client App - Provider Guide

Client App

User Guide: Worker App Guide for Workers

How to Clear App Cache & Data for Android?

User Guide: Worker App Guide for Admins

Why can I not see Participant documents on the Worker App?

Case Notes within the App

What is my app PIN?

Worker App

CareMaster Mobile Apps

CareMaster Data Export

How to Request CareMaster Training

How to send emails from a different email address?

How to request a CareMaster Software Update?

Understanding CareMaster Licences

Feature Request Form Update

How to Clear Google Chrome Browser Cache?

General

Step 1: NDIS Service Import

Step 2: CareMaster Configuration & Rostering

Xero Integration, Payroll & Invoicing

MYOB Integration, Payroll & Invoicing

KeyPay Integration, Payroll

Reckon Integration, Payroll & Invoicing

Step 3: Financial Integration

Step 4: NDIS Export Process (Registered NDIS Providers)

Advanced Rostering - SIL Houses (Optional)

Coordination of Support (Optional)

Guided Onboarding

Actions for CareMaster Aged-Care Providers Transitioning from Home Care Packages (HCP) to Support at Home (SaH)

Passwords reset and activation emails

Error - Support start time must be before end time

Updating a shift to overnight/active overnight

Why am I missing timesheets?

Why am I getting kicked out of CareMaster desktop?

Why are kilometers missing from a timesheet?

How to stop a service showing on the roster or being included in roster emailed to the participant.

Why does the support on the Worker app not allow me to add kilometers?

CSRF token mismatch

How to Contact the Customer Care Team for Support

Top Troubleshooting FAQ's

Company Message Centre

How to submit a feature request

Home Page

Logging In

Home

Alerts User Guide

How to hide certain alerts?

Alerts

What is the CHSP reporting process?

CHSP service List and Mandatory Reporting Required from 1 July 2025

How to check over reported DEX data? 

How to create a new client record from a My Aged Care client record snapshot?

CHSP Participant Guides

How to change what shows on the Participant List page?

Participant/Client Leave Requests

NDIS Splitting Participant funding into different Budgets

How to Send SMS/Email Reminders to Clients?

User Guide: Recording Medication Usage for Participants

User Guide: Bulk Assigning and Unassigning of Participants and Workers

How to create new Agencies

The Participant Profile User Guide

How to Manage Participant Funding Limits

Service Agreements

How to generate a HCP statement for a client?

How to email a HCP statement to a client?

Understanding your HCP Statement

HCP Subsidy Increase 01.10.2025

How can I add HCP leave for a client?

Adding HCP Km's to a Support and a HCP Statement

How to add an adjustment to a generated HCP statement?

How to regenerate a HCP statement after adjustments?

User Guide: HCP Funded Participants Setup Guide

HCP Participant Guides

How to create a new participant or client

How to use case notes

Participants

Unassigned Supports - Coordinators and Vehicles rosters views

How to Email Rosters to Workers?

How to customise the Roster view

How to Email Rosters to Participant?

Service Organisation Roster view

Roster Page User Guide

Using The Roster Optimiser - Bulk Optimise

Participant Data Setup

Using The Roster Optimiser - Single Support

Locations & Destinations

Worker Data Setup

Checklist

Roster Optimiser

How to resolve email authentication errors when emailing?

Roster

How to Create Worker Timesheets

What access does each user level have?

How to Send SMS/Email Notifications to Workers?

Working With Children Checks

Changes to Worker's Emails and Password Reset

How to deactivate user accounts 

User Guide: Staff/Volunteers

How do I add a new Worker?

How to change what shows on the Staff/Volunteers List page?

How to exit workers in CareMaster

Staff/Volunteers

How to Claim / Invoice Cancelled Services?

How to create Provider Travel supports to invoice participants and generate worker timesheets.

How to create Service Organisations

Grouped Supports

How to use 'Quick Save' on the Supports Page

Creating Therapy Supports with 50% Travel change.

Creating Supports for a different Time Zone

How to Use the Manage Button to Change Supports?

Creating and editing a Recurring Booking

How do I bill for NDIS transport?

How to restore a deleted support?

How To Limit Support Services to Approved Services Only

How do I Cancel a Support/Shift

Supports Menu User Guide

User Guide: How to create supports

User Guide: Provider Travel and Transport - Rostering Scenario Guide

User Guide: Supported Independent Living (SIL) Setup, Rostering and Claiming process

User Guide: Short Term Accommodation (STA) Setup, Rostering and Claiming process

Transaction List Export

How to advertise / broadcast available shifts to workers?

NDIS Non Face to Face Supports

Support Display - App Data Tab

Supports

Create SaH Supports including Wraparounds & Transport

Support at Home – Release Update 30th October

Participant Statements to be ready by end of February

Support At Home - Implementation Updates

Connect to PRODA and Register / Activate your Device

Syncing Services and Service Organisations

Creating additional Service Organisations & Services for SaH

Sync your Participants

Review the Participants Budget Dashboard

Understanding Programs, Budget Items & Funding Sources

Bulk Exporting for Services Australia for Invoicing & Claiming

Payment Statement Upload / Reconciliation

Upload the Claims file back into CareMaster

SAH Participant Statements

Invoicing for Xero, MYOB & Export Reports

Re-Activate your Device - Expires every 6 months

Support At Home (Aged Care)

Vehicles User Guide

Vehicles

Properties User Guide

Properties

Worker Summary Hours Report

What do the Staff/Volunteer reports show?

How do I change the fields on the worker list report?

Worker Reports

What do the voucher reports show?

Worker Run Sheet Report

Reporting User Guide

What do the property reports show?

What do the account reports show?

Custom Reports for Participants and Staff/Volunteers

What do the supports reports show?

Dashboard Reports - Where do the target figures come from?

Admin Reports

What do the Participant reports show?

Participant Reports

Reporting

User Guide: Documents

Documents

Custom Incident Forms

User Guide to Printing Incidents

Incidents User Guide

Incidents

News Items

CareMaster News

Voucher User Guide

Voucher

User Guide: How to Automatically provide workers access to clients for scheduled supports

How to hide unpublished rosters using Confirmed status

Settings Overview User Guide

What do the System Settings mean?

What do the worker app settings mean?

What do the client app settings mean?

Settings

What is a service statcode?

Admin Overview User Guide

Editing Service Organisation Details

Service Importing - NDIS Price Guide update

NDIS Claims uploads into CareMaster

Statistics User Guide

What do the access permission roles mean?

Child Services Award increase 01.03.2026

Aged Care and Child Services Award Rate Increase 01.01.2025

Aged Care Award Rate Increase 01.10.2025

SCHADS Award Rate Increase 01.07.2025

Award Updates - SCHADS and Child Services

Editing Company Details

External API Integration

DEX Integration

Employment Hero Integration

KeyPay Integration

MYOB Integration

Integrations

Administration

CareMaster

How To Reset A Password?

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How To Reset A Password?

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