Who has Client Portal Access?

• Client
• Anyone with a relationship designated as Primary Caregiver or Legal in the Caregiver Information section.

Where are Participant email addresses entered in Neo?

For Portal access, participants must be designated as Legal or Primary Caregiver in the Caregiver Information section.

From the Caregiver screen, Primary and/or Legal must be checked off, and a valid email address must be entered in the Email field and Save.

View a list of all accounts associated with that email address.

This also indicates whether this email address has access to that client's Portal, the name and client ID, their relationship to client/client's care and the date and time of the last activity.

When giving or taking away access, you'll be prompted to enter a reason for that action.

Any instances of changes to portal access will be listed below each participant.  If the change is done by staff, it will indicate by staff username, date and time of the instance, and the reason for the change.  

Similarly, if the change was made from the Client Portal side, that will be indicated by email address and date & time of the instance.

Trying to Sign Up with an email that's already been signed up.

Solution:  Head back to the Welcome Page and click Sign In.

Signing in when you have not yet completed the Sign Up process.

Solution:  Head back to the Welcome Page and click Sign Up.

Typing in their password incorrectly. 

Solution:  Check caps lock, try again

Email address not found in the system

The Client Portal is not recognizing the email address that was entered as being associated with any accounts.

This means the email address that the client entered was not entered into Neo correctly, they made a typo when entering the address or they're attempting to sign in with an email address different from the one provided to us.

Solution:  

• Once you confirm/correct the email address in Neo, client can click the Sign in button at the top right of the page and the Client Portal homepage will load.
• If it is confirmed that the address is Neo is accurate and client just misentered their email address, click should click the Sign out/Return to Start button at the bottom left of the page to try logging in again with the correct email address.

If the device/browser you are using to log in to the Client Portal is incompatible you will see the following *Important Notice*.  This means the device/browser you are using does not support the required features for displaying and signing PDF files - basically, you will not be able to view and/or sign any documents.  All other features of the Client Portal will still be functional.

Solution:  try using a different browser or upgrade your device through the device's settings.

The device/browser does not support the required features for displaying and signing PDF files.

Solution:  try using a different browser or upgrade your device through the device's settings.