If you have general questions about the CareAcademy and ClearCare integration or are looking for troubleshooting tips, this article is for you!
Frequently Asked Questions
I have multiple CareAcademy dashboards, will the ClearCare integration connect my ClearCare account to all of them? Customers with multiple locations in ClearCare can link those locations to different CareAcademy dashboards. There may be some limitations depending on your agency's setup, so we recommend reviewing your particular setup with our Customer Support team if this situation applies to your agency. CareAcademy's Customer Support team will automatically reach out if we receive an integration request from an agency that has multiple CareAcademy dashboards.
I don't have a CareAcademy account, can I still try out the integration? CareAcademy is offering a complimentary, 30-day free trial of its ClearCare integration to current ClearCare customers. You do not need an existing CareAcademy account to start the free trial. Take a look at this article for instructions on how to get started with your free trial.
Do I have to already be a ClearCare customer in order to sign up for this free trial? Yes, your agency must have an existing ClearCare account in order to experience this free trial.
My ClearCare dashboard says my caregivers are "Not Enrolled" in CareAcademy. What do I do? When you log into ClearCare after receiving confirmation from CareAcademy that your accounts are integrated, you may notice that your caregivers show a CareAcademy Status of “Not Enrolled.” This occurs when an agency has not completed the final step to sync their CareAcademy and ClearCare accounts. To update your caregivers’ statuses, just follow these simple steps:
Step 1: Log into ClearCare.
Step 2: Go to the Caregivers tab.
Step 3: Select the caregivers you want to have Active in CareAcademy.
Step 4: Click on the option to "Activate in CareAcademy."
Once you complete the activation step, your selected caregivers should show a CareAcademy Status of “Active” in your ClearCare dashboard!
Not ready to activate all of your caregivers? Don’t worry, you can leave users in a “Not Enrolled” status until you’re ready to activate them for training.
My ClearCare dashboard does not have an "Activate in CareAcademy" option. What do I do? This is most likely due to an option in your agency settings. Follow the steps below to make the "Activate in CareAcademy" option appear on your dashboard.
- In ClearCare, go to "Agency Settings."
- Select the option called "Caregiver CareAcademy Sync."
- Select "ON" and click "Save"
- The "Activate in CareAcademy" option should now appear on your dashboard.
My ClearCare dashboard says my caregivers' CareAcademy Status is "Pending." What do I do? If you try to sync your caregivers (select "Activate in CareAcademy") before receiving confirmation that CareAcademy has connected your accounts, your caregivers may display a "pending" status in ClearCare. Re-trying the "Activate in CareAcademy" option after you receive your email confirmation from CareAcademy should clear that "pending" status.
Some of my caregivers have fake email addresses in ClearCare. How do I make sure their accounts sync correctly with CareAcademy? If you created a fake email address for a caregiver in ClearCare, we recommend changing the email address to the following format:
Step 1: Look up the email address associated with the caregiver in CareAcademy. For this example, let's say the caregiver's CareAcademy email address is firstname.lastname@example.org.
Step 2: Add "+" followed by any text or numbers into the email address, right before the @ sign. In our example:
Real Email: email@example.com
Adjusted Email for ClearCare: firstname.lastname@example.org
Note: We've used +1 in this example, but you could use any number or text instead of that "1". The email email@example.com would also work equally well.
CareAcademy will read firstname.lastname@example.org and email@example.com as the same email address by automatically removing all characters starting with the "+" and ending with the last character before the "@". Following this format will allow you to have a unique email address for your caregiver in ClearCare while still syncing with their real email address in CareAcademy.
My ClearCare dashboard shows that the integration is "In Progress," but I haven't heard anything from CareAcademy. What do I do? If your ClearCare account shows the integration is "In Progress" (see image below), that actually means you have not finished answering the questions needed to create or integrate your account.
CareAcademy will not receive a request to integrate your account until this process is complete, so we recommend returning to your agency's settings in ClearCare and confirming that all questions are answered.
If I deactivate a caregiver in ClearCare, will their CareAcademy profile automatically deactivate as well?
Yes, if a caregiver is deactivated in ClearCare, then their CareAcademy profile will also be deactivated.