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.
User can see ACP in the Evo dropdown but cannot access it
⚠️ This is the most common issue after Evo linking or migration. If a user can see the ACP instance in the Evo dropdown but cannot log in, the steps below will resolve it in most cases. Action is required from a Tenant Administrator in the specific ACP instance.
When an Evo Administrator grants a user access to an ACP instance, the system automatically creates a user account in ACP with two default settings that block access:
User type is set to Carer - Carers have no access to the ACP web console. The Tenant Administrator must change the user type to match the user's actual role.
Web access is disabled - Web access is not enabled by default. Without it, the user cannot log into the ACP web interface regardless of Evo permissions.
Steps for the Tenant Administrator to resolve this:
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 from Carer to the correct type for the user's responsibilities.
Enable the Web Access toggle.
Click Update.
Ask the user to log out of both Evo and ACP fully, then log back in.
📌 Note: If you manage multiple ACP instances, these steps must be completed separately in each instance. Permissions are not carried across instances automatically.
📌 Note: If changes do not appear to take effect immediately, this is due to session caching. A full log out and log back in will ensure the latest permissions are applied.
Understanding auto-created user records
⚠️ Important: Auto-created Evo user records appear in Configuration > Users, not in Configuration > Employees. Many Tenant Admins look in the wrong place and conclude the account does not exist. If you cannot find a user in Employees after Evo linking, check Configuration > Users first.
When Evo creates a user account in ACP automatically, that record is a User entity, not an Employee entity. This is by design. The two types serve different purposes:
Configuration > Employees - Records for care staff onboarded directly into ACP, typically via a rostering integration or manual creation. These have a full employee profile.
Configuration > Users - Records for users with web console or Evo access, including auto-created Evo accounts. These are access-management records, not full employee profiles.
What a Tenant Administrator can edit on an auto-created record:
Web Access toggle - enable or disable the user's ability to log into the ACP web console
User Type - change the role from Carer to the appropriate type
Branch assignment - assign the user to the correct branch
What requires Support intervention:
Unlinking a user from their Evo account and relinking to a different account
Merging a duplicate record created by assigning an Evo role before the link was established
Resolving accounts where the Is Active state cannot be changed through the standard edit flow
For a full guide to managing auto-created records, see Managing auto-created Evo user records.
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.
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.
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, then 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, then ask your Evo administrator to update your account from username-based to email-based after creation.
Account Linking Changes
The Add Link button has been removed and is no longer supported. The only supported method for linking Access accounts with Access Care Planning is now Migration Mode. Any existing links created with the old method will still be displayed for reference.
Important Login Changes
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.
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
Session Management
Simultaneous Access
You can 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 Behaviour
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: Why can't I access an ACP instance even though I can see it in the dropdown?
A: See the troubleshooting section at the top of this article. The most common cause is that web access has not been enabled by the Tenant Administrator in that specific ACP instance.
Q: Why can't I find a user in Configuration > Employees after Evo linking?
A: Auto-created Evo user records appear in Configuration > Users, not Configuration > Employees. See the Understanding auto-created user records section above.
Q: Should Evo Admin users have access to ACP instances?
A: No. Evo Admin users should not be granted permissions to any ACP instances. Even if an Evo Admin is granted ACP roles, they will not be able to see the ACP product in the Evo dropdown. This is by design.
Q: What's the difference between Evo Administrator and Tenant Administrator?
A: Evo Administrator manages the Evo Platform infrastructure and grants users access to ACP instances. Tenant Administrator manages individual ACP instances, enables web access, and assigns user roles within ACP.
Q: Can I access multiple organisations if I have a username-based account?
A: This is a known limitation for users migrated from ACP. Username-based accounts cannot self-enrol into additional organisations. Ask your Evo Administrator to convert your account to email-based to enable multi-organisation access.
Q: What happened to the Add Link button?
A: The Add Link button has been removed. Migration Mode is now the only supported method for linking accounts. Any existing Add Link connections continue to function.