Overview
The Evo Platform Multi Subscription Support feature enables enterprise and franchise customers to efficiently manage multiple Access Care Planning (ACP) instances under a single Evo Platform account. This eliminates the need to repeatedly log in and out when switching between different ACP environments, improving operational workflows and reducing login friction.
What is Multi Subscription Support?
Multi Subscription Support allows users to:
Access multiple ACP instances from a single Evo Platform login
Seamlessly switch between different ACP environments via a dropdown menu
Maintain role-based permissions specific to each ACP instance
Manage organizations across different cloud environments (Cloud 1, Cloud 2, Cloud 3, etc.)
How It Works
Account Structure
The multi-subscription feature is built on a hierarchical structure:
Evo Identity User: Your main login account
Evo Organizations: Groups that contain one or more ACP subscriptions
ACP Application Subscriptions: Individual ACP instances linked to organizations
ACP Tenants: The actual ACP environments you work in
Authentication Flow
Log in to your Evo Platform account
Select your organization (if you have access to multiple)
Choose the ACP instance from the Care Planning product dropdown menu
Automatically authenticate to the selected ACP instance
User Migration: Important Changes
Username-Based Migration (New Process)
The system has transitioned from email-based to username-based migration to improve reliability and avoid conflicts. Here's what you need to know:
How It Works Now
Migration Process: When users are migrated from ACP to Evo, the system uses the ACP username as the basis for account creation
Email Assignment: Evo automatically generates a unique email address for each migrated user to prevent conflicts. Once linked, the user’s information is updated, which may overwrite the initially assigned email.
Why This Changed
Prevents Conflicts: Multiple ACP users can share the same email address, causing migration issues in the old email-based system
Improved Reliability: Username-based migration ensures each user gets a unique Evo account
Better Integration: Aligns with ACP's username-based architecture
Migration Options
If you prefer a specific email address for your Evo account, you have two options:
Pre-Create Your Account:
Create your Evo account first with your preferred email address
Create a new user in ACP using the same email address
During migration, select "I’ve previously signed into Access Evo" to link it to your ACP account
Post-Migration Email Update:
Complete the username-based migration first
Ask your Evo administrator to update your account from username-based to email-based after creation
What to Expect
Your Evo account will initially have a system-generated email
All functionality remains the same regardless of the migration method
Your ACP username and permissions are preserved throughout the process
Account Linking Changes
Access Account Linking Update
The ability to link your Access account with Access Care Planning using the Add Link button is no longer supported in this release. If you previously created a link, it will still appear here for reference.
Linking Your Access Account to Access Care Planning
Previously, users could associate their Access account with Access Care Planning using the Add Link button. This method has been deprecated and is no longer supported in the current release.
What's Changed?
The Add Link button has been removed.
Any existing links will continue to be displayed here for reference.
Supported Linking Method
Going forward, tenants are advised to use Migration Mode to manage account linking. Migration Mode is an existing feature that enables users to:
Migrate their Access Care Planning account into Evo.
Link their Access Care Planning account to an existing Evo account.
This is now the only supported method for linking Access accounts with Access Care Planning.
Prerequisites
Active Evo Platform account
Access to multiple ACP subscriptions (configured by your administrator)
Proper role assignments for each ACP instance
Initial Setup
Your system administrator will need to:
Create or link your Evo Organizations
Configure ACP Application Subscriptions
Assign appropriate access permissions
Important Login Changes
Note: As of the latest update, the "Sign in with your Access Account" button has been removed from the ACP login page. Users should now access ACP instances exclusively through the Evo Platform dropdown menu for seamless multi-subscription support.
First Login
Navigate to your Evo Platform login page
Enter your Organization ID in the designated field
Enter your username (not email) in the username field
Complete the login process with your credentials
Click on the Access Button to see available ACP instances under the Care Planning product:
User Access and Permissions
Initial User Setup
When an Evo Administrator grants a user access to multiple ACP instances, there are important permission considerations:
Default User Creation
Initial Role: Users are automatically created in ACP instances with Carer user type
Web Access: New users do NOT have web access enabled by default
Access Limitation: Without web access, users cannot log into the ACP web interface
Enabling Web Access
To grant full access to ACP instances:
Tenant Administrator must enable web access for each user
Navigate to the Users management section in each ACP instance
Locate the user account (created automatically during Evo linking)
Adjust user roles as appropriate for their responsibilities
Enable the "Web Access" permission
Permission Management Workflow
Evo Admin: Grants user access to multiple instances through Evo Platform role management
System: Automatically creates user accounts in linked ACP instances with basic Carer role
Tenant Admin: Reviews new users and enables web access + appropriate role assignments
User: Can then access ACP instances through Evo Platform dropdown
Note: This two-step process ensures security while allowing flexible access management across multiple instances.
Accessing the Dropdown Menu
After logging into Evo Platform, locate the Access Button and Care Planning product
Click to reveal a dropdown showing all your linked ACP subscriptions
Switching Between Instances
From the dropdown menu, select the desired ACP instance
You'll be automatically redirected and logged into that environment
Your role-based permissions for that specific instance will be applied
To switch to another instance, return to Evo Platform and select a different option
Session Management
Simultaneous Access
You can typically access different ACP instances in separate browser tabs
Incognito mode: Allows isolated sessions (one subscription per incognito session)
Regular browsing: Switching subscriptions may log you out of previous instances
Logout Behavior
Logging out of Evo Platform: Will sign you out of all connected ACP instances
Logging out of ACP: May not affect your Evo Platform session
Backchannel logout: Automatically manages session termination across linked instances
Frequently Asked Questions
Q: How many ACP instances can I access?
A: There's no specific limit, but the number depends on your organization's subscriptions and your assigned permissions.
Q: Can I access instances from different cloud environments?
A: Yes, the feature supports switching between ACP instances across different cloud environments (Cloud 1, Cloud 2, Cloud 3, etc.).
Q: What happens if a subscription is deactivated?
A: Deactivated subscriptions won't appear in your dropdown menu. If you were previously logged into that instance, you'll be automatically logged out.
Q: Can multiple users share the same organization access?
A: Yes, multiple users can be linked to the same organization and will see the same available subscriptions based on their individual permissions.
Q: Do I need separate passwords for each ACP instance?
A: No, you use your single Evo Platform credentials to access all linked ACP instances.
Q: What happened to the "Sign in with your Access Account" button on ACP login pages?
A: This button has been removed as part of the multi-subscription implementation. All ACP access should now go through the Evo Platform dropdown menu to ensure proper multi-subscription functionality.
Q: Why did my email address change after migration?
A: The system now uses username-based migration instead of email-based migration. Evo generates a unique email address to prevent conflicts when multiple ACP users share the same email. You can request an email update from your administrator if needed.
Q: Can I still access ACP directly without going through Evo Platform?
A: No, if you have been migrated to the multi-subscription system. Direct ACP access will automatically redirect you to the Evo Platform login page. This happens because your ACP account is now linked to your Evo Platform account.
Q: Why can't I access an ACP instance even though I can see it in the dropdown?
A: This typically occurs because:
You have a Carer role but lack Web Access permissions in that specific ACP instance
Contact your Tenant Administrator to enable web access for your account in that instance
The Tenant Admin can find your auto-created user account and enable the necessary permissions
Q: I can see multiple instances in Evo but get access denied errors. What's wrong?
A: When Evo Administrators grant access to multiple instances:
User accounts are created automatically in each ACP instance with basic Carer role
Web Access is disabled by default for security
Each instance's Tenant Administrator must manually enable web access
This is the intended workflow, not a system error
Q: What happens if my ACP username doesn't meet Evo's validation rules?
A: If your ACP username contains invalid characters (such as underscores between characters), you may encounter migration errors:
Migration Failure: The system will display an error during the migration process
Username Format Issue: The error occurs because the username doesn't meet Evo's validation requirements
Resolution: Contact your system administrator to update your ACP username to meet Evo's validation rules before migration
Prevention: Administrators should review existing usernames against Evo's rules before starting migrations
Q: Do I need to remember my Organization ID for every login?
A: Yes, when logging into Evo Platform:
Always specify your Organization ID
Use your username (not email address)
This ensures you access the correct organizational context and associated ACP instances
Alternative Option: If you prefer, you can ask your Evo Administrator to transition your account to email-based login, which may simplify the login process
Q: Can I access multiple ACP instances at the same time?
A: This depends on which cloud environments your instances are on:
Same Cloud: No, you cannot access multiple ACP instances simultaneously if they're on the same cloud. If you're switching between ACP instances that are hosted on the same cloud environment, the system will automatically log you out of the previous instance. This is a technical limitation of same-cloud session management.
Different Clouds: Yes, you can access ACP instances from different cloud environments simultaneously in separate browser tabs.
Q: Should Evo Admin users have access to ACP instances?
A: No, Evo Admin users should NOT be granted permissions to any ACP instances. This maintains proper role separation:
Evo Admins: Handle platform infrastructure and user management
Regular Users: Access ACP instances for care planning operations
Security Best Practice: Keep system administration separate from operational use
Important Note: Even if an Evo Admin is granted ACP roles, they will not be able to see the ACP product in the Evo button dropdown. This is by design to maintain role separation and security.
Q: What's the difference between Evo Administrator and Tenant Administrator roles?
A: These are distinct roles with different responsibilities:
Evo Administrator: Manages the Evo Platform infrastructure and grants users access to multiple ACP instances
Tenant Administrator: Manages individual ACP instances, enables web access, and assigns user roles within ACP
Q: Why do I see different usernames in different ACP instances?
A: This occurs when you have access to multiple ACP instances within the same cloud environment:
Username Uniqueness: Usernames must be unique within each cloud environment
Automatic Generation: The system automatically creates unique usernames by appending the application subscription ID
Example: Your original username "user1" might become "user1-fdb75f5d-7b8b-4c1b-942b-3613d320d5df" in a second instance
No Action Required: This is handled automatically and doesn't affect your login process through Evo Platform
Q: Do I need to remember these generated usernames?
A: No, you don't need to remember or use these system-generated usernames:
Evo Login Only: Continue using your original Evo Platform credentials for login
Background Process: The username generation happens automatically in the background
Same Functionality: All generated usernames provide the same access and permissions
Q: Can I access multiple organizations if I have a username-based account?
A: This limitation specifically affects users who were migrated from ACP to Evo with username-based account:
Migration-Specific Issue: Users migrated from ACP may end up with username-based Evo accounts that cannot access multiple organizations
No Self-Enrollment: These migrated username-based accounts cannot self-enroll into additional organizations
Login Mechanism Issue: There's no login mechanism available for migrated username-based accounts to access new organizations
Solution:
Ask your Evo Administrator to convert your migrated account to email-based to enable multi-organization access
Alternative: If you prefer username-based accounts, create them directly in Evo Platform rather than migrating from ACP
Impact on ACP Migrations: When migrating ACP users, they cannot use their existing username-based Evo account for multi-organization scenarios
Q: What happened to the 'Add Link' button?
A: The Add Link button has been removed and is no longer supported. Any existing links created with this method will still be displayed for reference, but new links cannot be created this way.
Q: How do I link my Access account to ACP now?
A: The only supported method is now Migration Mode. This feature allows you to:
Migrate your ACP account into Evo
Link your ACP account to an existing Evo account
Q: Will my existing Add Link connections still work?
A: Yes, any connections previously made using the Add Link button will continue to function and will be displayed for reference. However, you cannot create new connections using this deprecated method.