FAQs & Troubleshooting

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

65 articles in this collection
Written by Kyle Minckler, Greg Hammond, and Isaac Simon

Can users be designated with differing levels of administrative abilities?

Are there difference levels of access or access roles?
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?
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?
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?

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.
Written by Kyle Minckler
Updated over a week ago

What does the “household member” count represent?

Written by Kyle Minckler
Updated over a week ago

Can we use ipads to access the system?

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.

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?
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?
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.
Written by Kyle Minckler
Updated over a week ago

What is the recommended Internet connection speed?

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?
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?
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?

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.
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.
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:
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
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
Written by Kyle Minckler
Updated over a week ago
How To Articles

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

Written by Greg Hammond
Updated over a week ago

Changing Password

Follow these steps to change your password.
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?
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.?
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)
Written by Kyle Minckler
Updated this week

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.
Written by Kyle Minckler
Updated over a week ago

Deleting a Case

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

How do I print a client ID card?

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

How does the API or "data bridge" work?

How can CharityTracker/Oasis Insight integrate with other software?
Written by Kyle Minckler
Updated over a week ago

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

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)?
Written by Kyle Minckler
Updated over a week ago

Merging Duplicate Cases

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

Deactivating An Agency

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

Duplicate Agencies

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

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

Written by Greg Hammond
Updated over a week ago

Do you provide phone support?

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?
Written by Isaac Simon
Updated over a week ago

Can we install CharityTracker on our own server?

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?

Written by Greg Hammond
Updated over a week ago

Where is our data hosted?

Written by Greg Hammond
Updated over a week ago

Who owns the data we record in CharityTracker?

Written by Greg Hammond
Updated over a week ago

Is our data backed up in case of an emergency?

Written by Greg Hammond
Updated over a week ago

What database engine does CharityTracker use?

Written by Greg Hammond
Updated over a week ago

Is CharityTracker available in a language other than English?

Written by Greg Hammond
Updated over a week ago

How does your refund policy work?

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?

Written by Greg Hammond
Updated over a week ago

Does Simon Solutions provide training for CharityTracker?

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.
Written by Kyle Minckler
Updated over a week ago

Who has access to my data?

Written by Greg Hammond
Updated over a week ago

What are the Terms of Service?

Written by Greg Hammond
Updated over a week ago

How long until my agency/organization can use CharityTracker?

Written by Greg Hammond
Updated over a week ago

Database Backups

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

Who can subscribe to CharityTracker?

Written by Greg Hammond
Updated over a week ago

What are the system requirements for CharityTracker?

Written by Greg Hammond
Updated over a week ago

What do I need to use CharityTracker?

Written by Greg Hammond
Updated over a week ago

How secure is CharityTracker?

Written by Greg Hammond
Updated over a week ago

Which browsers can run CharityTracker / Oasis Insight?

Written by Greg Hammond
Updated over a week ago