FAQs & Troubleshooting
Forgot your password? Need to give someone access? Find answers in this collection
By Kyle and 4 others5 authors226 articles
- How does the "Poverty Guidelines" feature work?
- How do I re-enable an Agent whose access was disabled?
- Can we e-sign within the system?
- Is it possible to create a virtual queue for in-person visits?
- Kiosk - Testing Remote Link
- SMS TEXTS & Multiple Phone Numbers
- SMS TEXTS & DUPLICATE PHONE NUMBERS
- When is a case considered “new”? Can you explain this further in terms of reporting on new cases/new households?
- SEARCH and ADVANCED SEARCH
- "Pro" Feature Updates - May 2023
- "Getting Ahead" Remote Assessment Feature (Pro Level)
- Steps To Build Services Directory & Mock Referrals
- What is the recommended web browser that works best?
- Not Receiving Email Notifications
- SMS and Email Notifications for Appointment Reminders
- Agent Audit - Activity for a Particular Staff Member
- How are Counties added?
- Printing Labels
- REPORTING ON NOTES
- [HMIS] Current Living Situation Ver. 2
- Release of Information Case Lockout
- Client Broadcasts - Text Replies
- OUTCOMES EMAIL NOTIFICATIONS
- How do I change an agency-specific category to "global" so that all agencies can use the category?
- How do I move an agent to another agency?
- ADVANCED PASSWORDS
- Mobile Hot Spot + Device Recommendation for Use "Out in the Field"
- Using Bed Management
- How to use the Auto-Signature Barcode
- Can it be used on a Chromebook?
- Deceased Clients
- How do I mark a client as Deceased?
- ROI Expiration Date Report
- How can I Upload A Scanned Copy of the Paper Release of Information Form?
- Kiosk/Remote Intake Frequently Asked Questions (FAQ)
- How to use Kiosk Mode
- How to send out a Client Broadcast
- I keep getting booted out of my session.
- Birthday Report
- Assistance Category: Archiving
- Funding Sources
- Internet Browser - clearing the cache
- Agent Role Permissions
- How do I Add/Edit the “Funding Sources”?
- Huion Signature Pad - 420
- Offline Tool Error
- Merging cases
- When I try to log in, the screen resets.
- Is there a way to track donors and donations?
- Is there a way to track volunteer hours?
- How are feature requests handled by the development team?
- Regarding multiple adults in the household. Does only the head of household sign an ROI or should we get one for all adult members?
- Is there a mobile app available?
- Is your solution HIPAA Compliant?
- Is there an ID card printer that is compatible for printing client IDs?
- We have a problem with parents claiming others people’s kids as their own. What can we do to work through this challenge?
- Can Kiosk Mode display in different languages other than English?
- What is the procedure to recover data if needed? How soon after a request could we get the data?
- If we ever needed to recover our data how long do you keep backups, i.e. how far back could we go?
- When creating a demographic, what does "household demographic" check-box do?
- Symbol LI-4278 Barcode Scanner Issue
- Can A Report be created for an individual Case?
- What do the email notifications that are sent look like?
- Is information shared in real time?
- What does the term "dependent" means when adding a Relationship?
- Printing Client List/Roster
- Has there been any questions about adults signing releases on behalf of other adults in the household?
- Can we see total number of assistance visits and total $ of assistance by category for each case/client?
- Touchscreen Signature Issue
- Can we set a default for the assistance unit?
- If we have a client that leaves our service, how do we make their Case reflect that?
- Is there an option to select Same as Street Address for Mailing Address?
- Demographics (Custom Case Fields)
- REPORTING ON ALERTS
- How do I print notes?
- ADMIN REPORT: Agencies and Categories Used
- What is the average response time for customer support?
- How do we move an agent (user) from one agency to another?
- Can your system be used to generate mailing labels?
- What is the required password length?
- Importing Assistance with Offline Tool
- Do we have a speed baseline/time estimate for entering a case and recording an assistance record for a client?
- What is the promised customer support after we launch?
- Adding/Editing/Deleting Units
- Can we add in any custom branding or logo?
- Editing Relationships
- Is the data from the reports exportable? If a community discontinues using this system in the future, what happens to the data?
- Is the system legal?
- Release form (ROI): What happens when children turn 21 or there are custody changes? - Divorce etc...
- Is the system SOC II approved?
- CharityTracker Brochure
- What is the difference between Charity Tracker and Oasis Insight?
- If there is a staff turnover, say I left or was promoted, and someone filled my position, does that new person have to obtain a new license/account?
- What is the difference between an assistance category and a service?
- We have a concern about client confidentiality - Do we need consent or authorization to share client information with other agencies?
- How are the community dashboard numbers calculated on the home tab?
- How much flexibility/customization is there in creating the intake application?
- I am leaving my position - How do I change the primary contact on my account?
- How do I verify an release form (ROI) on a new case?
- Can you create graphic reports like circle charts?
- How Do I Update My Billing Information?
- I have a fixed value per item I distribute. If I change the fixed value per item will it change all assistance under that category both past and future?
- Where can I access all Case Studies?
- I noticed you periodically host webinars that might be useful to non-profits. Is there an archive we can access to view the older sessions?
- As part of our required reporting, we track new and returning clients? Would like to be able to pull reports specifically new clients.
- Can you extract data points in to Excel?
- Can the program be customized to fit our intake and program needs?
- How much customization is possible for reports?
- Are You FERPA Compliant?
- How often do you roll out updates to the system?
- If someone does NOT have the Plus, will they be able to see the documents you have uploaded?
- Does the database record somehow which agency added the client?
- Using the Add Multiple Assistance Feature
- What can I do about duplicate cases in the database?
- Is your system maintained in the cloud and we are able to login and access it, its not actual software that we download/PC driven?
- What is the difference between an "Assistance Requests" Report and a "Referrals" report?
- Report Summary Fields Explained
- Can we summarize or include a brief statement in lieu of the Release of Information from (ROI)?
- Is there a blank version of the Release of Information (ROI) form I can access?
- What information is required for us to collect from the client in order to meet your terms of service?
- How do I add new assistance categories?
- Performance check-list
- What is the promised confidentiality?
- What happens to the data we enter during a trial period?
- Migrating Data From One Network To Another
- Can "Relationships" be made a drop-down menu of set options instead of a text box to type in?
- Can the age ranges on report summaries be adjusted to fit my needs?
- What does the “household member” count represent?
- Can we use Apple iPads to access the system?
- Is it necessary to have wifi access during the distributions? We only have one distribution building with wifi.
- What are the default data sets found in the system at the start?
- What would be the best way to archive the current data and start fresh? Is that even possible?
- Can Additional Tabs or "Sections" be Added to the Add New Case Screen?
- What is the recommended Internet connection speed?
- What is your projected system availability (up-time) in % based on 24 hr/day, 365 day/yr access?
- Is the Release of Information (ROI) signed by head of household or each member of household?
- Is there a way to alphabetize the clients (by last name) who are listed in a report I create?
- How Can I See All Cases Without or With Expired Release of Information Forms?
- How Do I Make a Client's Case Private?
- How Do I Pay My Invoice with a Credit Card?
- How Do I Change The Name of My Network?
- How Can I See All My Cases In Alphabetical Order?
- Address Autocomplete (Pro Versions)
- How can I increase my font size?
- I love Kiosk mode but we need to expand the languages available. How can I?
- Assistance Alerts/Triggers & Criteria-based Display
- Demographic Fields for Specific Agencies
- Appointment Reminders: Settings
- Network Configurations: Sharing Options Explained
- "Getting Ahead" in CharityTracker
- Getting Ahead Reporting
- Adding Single vs. Multiple Relationships [Add Relationship +] Screen
- Is there a way to print off a voucher of service provided to a client?
- Is there a way to customize the intake questions when adding a new client?
- Broadcast Message Question: Can we download a CSV report of everyone who a Broadcast message is sent to and the status of the sent message?
- Can we use your system to track inventory that is donated from donors?
- Customizations Available Upon Request
- I would like to update our hours of operation listed in charity tracker. How do I update our agency record?
- Why won't a street address verify / validate?
- Verbal ROI Consent
- How does the "Changes Over Time" report work?
- Appointment Reminders: Email Status
- Barcode Scanner Performance
- Can we delete cases in bulk?
- How long is client data retained?
- You Asked, We Delivered — 10 New Features Are Here!
- Quickbook Integration?
- Duplicate Management Improvements - June 2026
- How to Tag a Case to a Specific Agent (Other Than the Entry Agent)
- Can I Enter a Client Anonymously or Without Using a Real Name?
- Household Age Ranges: Using the Relationships Tab vs. Number Fields
- Is there a way to create different remote intake forms for the different programs our organization offers?
- How to Include Specific Demographics in Reports
- API Beta Program
- Release of Information Workflows during the COVID-19 pandemic.
- Adding a New Agent (User) and Disabling a Current Agent (User)
- Changing Password
- Updating or Changing Email Address
- How do I upload documents to a Case file?
- How To Add A New Agency
- How to export client email addresses to CSV format?
- Deleting a Case
- How do I reset my password?
- Is there an API available?
- What if I lose my password or can't remember it?
- Printing a Blank Copy of the Release of Information Form (ROI)
- Merging Duplicate Cases
- Deactivating An Agency
- Reactivating A Deactivated Agency
- Can I Upload My Own Release of Information Form?
- How to Change an Agent's Role
- Duplicate Agencies
- Tracking Class Attendance
- How do I integrate my client intake form?
- Bed Management 2025 Updates
- Does CharityTracker provide a Memorandum of Understanding (MOU) when organizations sign-up?
- [HMIS] FY 2022 Updates
- Are there signup, termination, or hidden fees we should know about?
- Do you provide phone support?
- Can I import data from my existing database or spreadsheets?
- My Invoice Needs To Be Revised - How Do I Go About Adjusting?
- Can we install CharityTracker on our own server?
- Can we export our data if we don't want to use the system anymore? What format is the export in?
- Where is our data hosted?
- Who owns the data we record in CharityTracker?
- Is our data backed up in case of an emergency?
- What database engine does CharityTracker use?
- Is CharityTracker available in a language other than English?
- How does your refund policy work?
- What if I don't see the network in my area that I want to join?
- Does Simon Solutions provide training for CharityTracker?
- What is the charge for custom reports or other customizations? (outside of current functionality)
- Who has access to my data?
- What are the Terms of Service?
- How long until my agency/organization can use CharityTracker?
- Database Backups
- Who can subscribe to CharityTracker?
- What are the system requirements for CharityTracker?
- What do I need to use CharityTracker?
- How secure is CharityTracker?
- Which browsers can run CharityTracker / Oasis Insight?
- Self-Scheduled Appointments and Email Notifications