FAQs & Troubleshooting

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

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

Is information shared in real time?

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

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

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

What is the average response time for customer support?

Average response time.
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 promised customer support after we launch?

Kyle Minckler avatar
Written by Kyle Minckler
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

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

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

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

Is there a way to attach a bunch of files at once?

Is there a way to upload multiple files at once?
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?

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 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

What does the “household member” count represent?

Kyle Minckler avatar
Written by Kyle Minckler
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

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

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.
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

How does the API or "data bridge" work?

How can CharityTracker/Oasis Insight integrate with other software?
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

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

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.
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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?
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Written by Kyle Minckler
Updated over a week ago

Who can subscribe to CharityTracker?

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

What are the system requirements for CharityTracker?

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

What do I need to use CharityTracker?

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

How secure is CharityTracker?

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

Which browsers can run CharityTracker / Oasis Insight?

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