FAQs & Troubleshooting

Forgot your password? Need to give someone access? Find answers in this collection

Isaac Simon avatar Kyle Minckler avatar Greg Hammond avatar +2
186 articles in this collection
Written by Isaac Simon, Kyle Minckler, Greg Hammond and 2 others

Not Receiving Email Notifications

Are you not receiving email notifications from us?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

SMS and Email Notifications for Appointment Reminders

What do the notifications look like that clients receive?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Agent Audit - Activity for a Particular Staff Member

I would like to run a weekly report filtered by "Agent" so that I can see the activity separated out by each team member. Is this possible?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How are Counties added?

I would like to add/remove counties on the [Add New Case] intake screen.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Printing Labels

How to use the "Multiple ID Card" report to print sticker labels.
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

REPORTING ON NOTES

How to run a report on information in the [Notes] tab.
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

[HMIS] Current Living Situation Ver. 2

There's a new way to record current living situation in CT HMIS.
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

Release of Information Case Lockout

Is there a setting that forces cases to have a verified ROI in order for users to view/edit the Case?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Client Broadcasts - Text Replies

What happens when a client replies to a mass text?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

OUTCOMES EMAIL NOTIFICATIONS

How to set email notifications for "Outcomes" goals
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

How do I change an agency-specific category to "global" so that all agencies can use the category?

There is an assistance category that was added by an agency in my network but I would like that agency-specific category to be made global.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How do I move an agent to another agency?

There is an agent/user that was added under one agency but needs to be moved over to another agency in my network. How is this done?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

ADVANCED PASSWORDS

The details of using "Advanced Passwords"
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Mobile Hot Spot + Device Recommendation for Use "Out in the Field"

What are the recommendations for use in the field without WiFi connectivity? Mobile hot spot? Recommended device?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Using Bed Management

Steps to successfully use the "Bed Management" feature.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How to use the Auto-Signature Barcode

Use a special barcode used to auto-populate a custom signature on the signature capture screen of CharityTracker/Oasis Insight
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

Duplicate Case Search

What determines a possible duplicate case?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Can it be used on a Chromebook?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Deceased Clients

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

How do I mark a client as Deceased?

A client's case file can be marked to show that the person has died.
Joey Yarber avatar
Written by Joey Yarber
Updated over a week ago

ROI Expiration Date Report

How do I get a list of clients and their ROI expiration date?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

How can I Upload A Scanned Copy of the Paper Release of Information Form?

If you have been capturing client consents on a paper copy of the ROI, you can upload a copy of the document with the PLUS level of service.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Kiosk/Remote Intake Frequently Asked Questions (FAQ)

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How to use Kiosk Mode

[BETA FEATURE] Let your clients securely perform their own intake on-site on an iPad, Desktop, or Laptop computer.
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

How to send out a Client Broadcast

Client Broadcasts lets send SMS (Text) and Voice (Text-to-Speech) messages to your clients
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

I keep getting booted out of my session.

When I log in and try to add a case, why do I get booted out?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Birthday Report

How to run a report with a list of clients to include their birthday.
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Assistance Category: Archiving

What exactly happens when I archive an assistance category?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Funding Sources

How do I add funding sources?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

How do I add new assistance categories? Part 2

Understanding the available functionality when adding assistance categories.
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Internet Browser - clearing the cache

Sometimes, clearing the cache will clear up performance issues.
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Agent Permissions

Can an agent's permissions be adjusted?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

How do I Add/Edit the “Funding Sources”?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Huion Signature Pad - 420

Proper set-up for Model #420
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Offline Tool Error

My Excel file is uploading only part of the assistance records.
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Merging cases

What happens to relationships when a 2 cases are merged?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Report Summary: Description of Fields

Reports: Summary Section
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

When I try to log in, the screen resets.

Login Issues
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Is there a way to track donors and donations?

We would like to be able to record and report the donors and the donations we've received.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is there a way to track volunteer hours?

We would like to be able to record and report the hours that our volunteers have worked.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How are feature requests handled by the development team?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Regarding multiple adults in the household. Does only the head of household sign an ROI or should we get one for all adult members?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is there a mobile app available?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is your solution HIPAA Compliant?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Is there an ID card printer that is compatible for printing client IDs?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

We have a problem with parents claiming others people’s kids as their own. What can we do to work through this challenge?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can Kiosk Mode display in different languages other than English?

We have clients that speak other languages and it'd be helpful for kiosk mode to be translated from English to their language.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is the procedure to recover data if needed? How soon after a request could we get the data?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

If we ever needed to recover our data how long do you keep backups, i.e. how far back could we go?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

When creating a demographic, what does "household demographic" check-box do?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Symbol LI-4278 Barcode Scanner Issue

Scanner not scanning. No green light on base. Won't scan ID card.
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

Can A Report be created for an individual Case?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What do the email notifications that are sent look like?

Provided screenshots for the notification emails that are generated and sent from CharityTracker/Oasis Insight.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Barcode Details for Ordering Plastic Cards

Interested in ordering your own barcode ID cards from another company? Here are some details you might need:
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Is information shared in real time?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What does the term "dependent" means when adding a Relationship?

Is it a legal term (like in tax law where "dependents" can be claimed?) or is it just the word that the developers opted for.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Printing Client List/Roster

Here's how to run a report and print out a list of your clients.
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Has there been any questions about adults signing releases on behalf of other adults in the household?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can we see total number of assistance visits and total $ of assistance by category for each case/client?

Example, total # of times we've helped with rent and total amount of rent
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Touchscreen Signature Issue

Google Chrome - Touchscreen not capturing signatures
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

Can we set a default for the assistance unit?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

If we have a client that leaves our service, how do we make their Case reflect that?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is there an option to select Same as Street Address for Mailing Address?

Can Street Address be copied over to Mailing Address?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Demographics (Custom Case Fields)

Adding Demographics to Cases
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

REPORTING ON ALERTS

How to set up a report that shows cases with "Alerts"
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

How do I print notes?

Does Charity Tracker allow for printing of notes in a record? If so can you give me a written tutorial of how to go about doing that?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

ADMIN REPORT: Agencies and Categories Used

How can I run a report that gives me a list of agencies and the categories they have used?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

What is the average response time for customer support?

Average response time.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How do we move an agent (user) from one agency to another?

I have an agent at one agency that is moving to another agency. How can I get this person moved?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can your system be used to generate mailing labels?

We would like to print mailing labels with client names and addresses from the system. Is this possible?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is the required password length?

Password length is currently set at 6 characters, can that be changed if we opt to do so?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Importing with Offline Tool

Here's how to use the Offline Tool to import assistance records into CharityTracker or Oasis Insight:
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Do we have a speed baseline/time estimate for entering a case and recording an assistance record for a client?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is the promised customer support after we launch?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Adding/Editing/Deleting Units

How to add a new unit, or edit/delete an existing unit.
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Can we add in any custom branding or logo?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Editing Relationships

How do you change a relationship in a household?
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Is the data from the reports exportable? If a community discontinues using this system in the future, what happens to the data?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is the system legal?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Release form (ROI): What happens when children turn 21 or there are custody changes? - Divorce etc...

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is the system SOC II approved?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

If a data breach happen, do you have a notification protocol for the people affected?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

CharityTracker Brochure

Link to download or print electronic version of the CharityTracker brochure.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is the difference between Charity Tracker and Oasis Insight?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

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?

Would my account be terminated and a new account would be created for the new employee?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is the difference between an assistance category and a service?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

We have a concern about client confidentiality - Do we need consent or authorization to share client information with other agencies?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How are the community dashboard numbers calculated on the home tab?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How much flexibility/customization is there in creating the intake application?

Can the program be customized to fit our intake and program needs?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

I am leaving my position - How do I change the primary contact on my account?

Here are the steps to replace yourself with another person who will need access to the system in your place.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How do I verify an release form (ROI) on a new case?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can you create graphic reports like circle charts?

Can the reports generate graphs, pie charts?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How Do I Update My Billing Information?

How can I change or update my credit card on file?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

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?

I have a question about changing the dollar value of assistance.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Where can I access all Case Studies?

How are other organizations using the system?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

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?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

As part of our required reporting, we track new and returning clients? Would like to be able to pull reports specifically new clients.

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can you extract data points in to Excel?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can the program be customized to fit our intake and program needs?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How much customization is possible for reports?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Are You FERPA Compliant?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How often do you roll out updates to the system?

When are upgrades and updates made?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

If someone does NOT have the Plus, will they be able to see the documents you have uploaded?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Does the database record somehow which agency added the client?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Using the Add Multiple Assistance Feature

If you see a high volume of clients, you may wish to print a paper client roster and then enter the assistance records after a distribution
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What can I do about duplicate cases in the database?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

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?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is the difference between an "Assistance Requests" Report and a "Referrals" report?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Report Summary Fields Explained

I am having trouble with definitions for the terms on the report summary section.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can we summarize or include a brief statement in lieu of the Release of Information from (ROI)?

We have an existing client application that we'd like to amend to include a release statement.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is there a blank version of the Release of Information (ROI) form I can access?

Looking to edit the existing ROI to create my own custom release to upload to my network.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What information is required for us to collect from the client in order to meet your terms of service?

What are the required fields on the intake form?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How do I add new assistance categories? Part 1

What to do if there are additional types of assistance that you wish to collect.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Performance check-list

Here are some things that will impact the performance of CharityTracker and Oasis Insight:
Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Can users be designated with differing levels of administrative abilities?

Are there difference levels of access or access roles?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is the promised confidentiality?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What happens to the data we enter during a trial period?

What happens to data after a free trial period?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Migrating Data From One Network To Another

Can I export or move my existing data and have it migrated into the new network?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can "Relationships" be made a drop-down menu of set options instead of a text box to type in?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can the age ranges on report summaries be adjusted to fit my needs?

In all reports totals are tallied by age groups -- typically 0-17, 18-59, 60+ -- and these can be adjusted by network administrators.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What does the “household member” count represent?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What hardware is compatible for scanning barcodes and capturing digital signatures?

Working with Client ID Cards, assistance barcodes, and capturing digital signatures requires some additional hardware.
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

Can we use ipads to access the system?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is it necessary to have wifi access during the distributions? We only have one distribution building with wifi.

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What are the default data sets found in the system at the start?

Do we start from scratch with a new account or are their fields there at the start?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What would be the best way to archive the current data and start fresh? Is that even possible?

Can all my Cases be cleared out to start fresh?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can Additional Tabs or "Sections" be Added to the Add New Case Screen?

I'm looking to add more tabs under the [Add New Case] intake screen in addition to Identification, Income & Expenses, and Demographics.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is the recommended Internet connection speed?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What is your projected system availability (up-time) in % based on 24 hr/day, 365 day/yr access?

What stats do you have on the average downtime?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is the Release of Information (ROI) signed by head of household or each member of household?

For the ROI, is this just signed by the HH or does it have to be for each person in the house?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Is there a way to alphabetize the clients (by last name) who are listed in a report I create?

Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How Can I See All Cases Without or With Expired Release of Information Forms?

I would like to see a list of all client Cases that either do not have an ROI or their ROI is expired.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How Do I Make a Client's Case Private?

I don't want to share certain clients with other agencies, but would rather make visible only to my agency.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How Do I Pay My Invoice with a Credit Card?

If you are an agency administrator your can pay your invoices with a credit card or debit card. Simply follow these steps:
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How Do I Change The Name of My Network?

Steps for a Network Admin to Edit Network Name
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How Can I See All My Cases In Alphabetical Order?

Sorting client Case files by name alphabetically
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago
How To Articles

Release of Information Workflows during the COVID-19 pandemic.

Options for capturing permission for Release of Information during the COVID-19 pandemic.
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

Adding a New Agent (User) and Disabling a Current Agent (User)

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Changing Password

Follow these steps to change your password.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Updating or Changing Email Address

How do I change or update the email address I use to log in?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How do I upload documents to a Case file?

Where can I upload files? .doc, .img, .pdf, .xls, etc.?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How To Add A New Agency

Network administrators can add new agencies in one of two ways (see below)
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How to export client email addresses to CSV format?

If you're collecting "email address" as a demographic field, you can include this information in an CSV report.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Deleting a Case

How do I Delete a Case I entered by mistake?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Barcode Scanning + Client IDs

You can print photo ID cards for clients you serve and use a barcode scanner to quickly open/serve a client's Case.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How do I reset my password?

If you have forgot your password, it's easy to reset it
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

Is there an API available?

Custom integrations with other software platforms. Connecting to another database.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

What if I lose my password or can't remember it?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Printing a Blank Copy of the Release of Information Form (ROI)

How do I access a blank copy of the client consent form (ROI)?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Merging Duplicate Cases

How do I merge two Cases I see that are duplicates?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Deactivating An Agency

How do I disable/deactivate an agency that no longer needs access?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Reactivating A Deactivated Agency

How can I enable/reactivate an agency that I have deactivated in the past?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can I Upload My Own Release of Information Form?

Uploading Custom Release of Information ROI form.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

How to Change an Agent's Role

Do you need to make an agent an "Agency Administrator" or "Network Administrator"? Follow these steps.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Duplicate Agencies

There are duplicate agencies listed under the [Agencies] tab. What do I do?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago
General FAQ

[HMIS] FY 2022 Updates

Revised Demographics and New Data Collection Fields
J
Written by Jason Gabriel
Updated over a week ago

Are there signup, termination, or hidden fees we should know about?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Do you provide phone support?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Can I import my database?

Need us to import or migrate existing data from another system?
Isaac Simon avatar
Written by Isaac Simon
Updated over a week ago

My Invoice Needs To Be Revised - How Do I Go About Adjusting?

What do I do when my invoice is incorrect or needs to be adjusted?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Can we install CharityTracker on our own server?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Can we export our data if we don't want to use CharityTracker anymore? What format is the export in?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Where is our data hosted?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Who owns the data we record in CharityTracker?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Is our data backed up in case of an emergency?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

What database engine does CharityTracker use?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Is CharityTracker available in a language other than English?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

How does your refund policy work?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

What if I don't see the network in my area that I want to join?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Does Simon Solutions provide training for CharityTracker?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

What is the charge for custom reports or other customizations? (outside of current functionality)

Our development team is available for custom reports and other customizations -- let us know what you need and we can provide a quote.
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Who has access to my data?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

What are the Terms of Service?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

How long until my agency/organization can use CharityTracker?

Greg Hammond avatar
Written by Greg Hammond
Updated over a week ago

Database Backups

Are there database back and restore procedures?
Kyle Minckler avatar
Written by Kyle Minckler
Updated over a week ago

Who can subscribe to CharityTracker?

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Written by Greg Hammond
Updated over a week ago

What are the system requirements for CharityTracker?

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Written by Greg Hammond
Updated over a week ago

What do I need to use CharityTracker?

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Written by Greg Hammond
Updated over a week ago

How secure is CharityTracker?

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Written by Greg Hammond
Updated over a week ago

Which browsers can run CharityTracker / Oasis Insight?

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Written by Greg Hammond
Updated over a week ago