⚠️ Warning: Avoid changing roles to the user before the link between Access Care Planning and Access Evo is created. Assigning a role to a member in Access Evo leads to duplicating the user within the Access Care Planning system. The link automatically assigns the user role.
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Create an Access Evo user
The first step would be to invite the user to Access Evo, if the member has already been invited and they can log into Access Evo you can skip the below and move to Linking Access Care Planning.
This can be done by following these steps:
📌 Note: Your Access Evo Admin will need to do this.
Log in to Access Evo.
Click the members icon.
Click Add, then choose the relevant option.
If required, enter a message, then click Add.
Add members individually - Use this option to enter the name and email address of each member individually.
Add members in bulk - You can use this option to enter multiple email addresses at once separated by a comma or space. Users can then add their details when they receive their activation email.
The new member receives a signup email and can set their new password and log in.
📌 Note: We recommend that you invite only users with an email address.
Linking Access Care Planning
📌 Note: This needs to be done by the user who's trying to link the accounts.
Go to the Access Care Planning website, cloudx.mobizio.com.
Tip: Replace 'x' with your cloud number.Enter your Access Care Planning username and password, then click Sign in.
Note: This is not your Access Evo username or password. If you are unsure about your username, ask a Tenant Administrator within your organisation to provide this for you.Click Yes, I use other Access Products.
You'll then be asked to log in to Access Evo.
Tip: If the displayed email is not yours, click Sign in with a different account and continue to log in with your Access Evo email address.
Unlink an Access Evo account
Your email address links Access Care Planning to Access Evo. If you wish to update the email addresses associated with Access Care Planning or Access Evo, you must first unlink the accounts, update the email address, and then link the accounts again.
If you are trying to change the linked account email address, please raise a new case using the Access Digital Assistant and provide the following information:
The name of the User and their Access Care Planning Username.
The email address which needs to be unlinked.
The correct email address that should be linked.
User can see ACP in the Evo dropdown but cannot access it
This is the most common access issue after linking or migration. The user can see the ACP instance listed in the Evo dropdown menu but receives an error or cannot log in when they select it.
The cause is almost always one or both of the following, both of which require action from a Tenant Administrator in the specific ACP instance:
Web access is not enabled. When a user is auto-created in ACP via Evo, web access is not enabled by default. Without web access, the user cannot log into the ACP web interface regardless of their Evo permissions. This must be explicitly toggled on by a Tenant Administrator.
User type is set to Carer. Auto-created users are assigned the Carer user type by default. Carers have no access to the ACP web console. If the user needs web console access, the Tenant Administrator must change their user type to the correct type for their role.
What a Tenant Administrator needs to do:
Log in to the relevant ACP instance.
Go to Configuration, then Users. Auto-created accounts appear here, not in Configuration > Employees.
Find the user's account and click Edit.
Change the User Type to the appropriate type for the user's responsibilities.
Enable the Web Access toggle.
Click Update.
📌 Note: If the user's permission changes do not appear to take effect immediately, ask them to log out of both ACP and Evo completely and log back in. Session data is cached and a full re-login ensures the latest permissions are applied.
📌 Note: If you are managing multiple ACP instances, this two-step action (user type and web access) must be completed in each instance separately. Permissions are not shared between instances.
An employee appears inactive in ACP after their Evo subscription is deactivated
If an employee's Evo subscription is deactivated and they subsequently appear inactive in ACP — losing the ability to log in or be assigned to visits — this is a known interaction between the two platforms.
ACP Server 8.2.9 includes a root cause fix for Evo member deactivation not updating correctly in ACP. If your environment is running an earlier version, the steps below apply.
What a Tenant Administrator can check:
Go to Configuration, then Users.
Locate the affected user's account.
Check whether the Web Access toggle has been turned off. If so, re-enable it and click Update.
Check the User Type has not been changed to Carer unexpectedly. Update if needed.
Ask the user to log out and back in to confirm access is restored.
When to raise a Support case: If re-enabling web access does not restore the user's access, or if the account appears locked in a state that the Tenant Administrator cannot edit, raise a support case via the Access Digital Assistant. Include the user's ACP username, their Evo account email, and the date the Evo subscription was deactivated. The Support team can unlink and relink the account if required.