If you or a member of your team has received an unexpected email that appears to be from Access Care Planning, this article explains the most common reasons and what to do next.
Subscription confirmation or welcome emails
Some staff may receive emails with subject lines such as 'Subscription confirmation' or messages referencing 'ACP Cloud' when a Tenant Administrator makes certain changes to the system, such as adding a new service or updating an existing cloud environment configuration. These emails are generated during provisioning and are not a sign that anything has gone wrong.
If your team has received one of these emails and you are unsure what triggered it, raise a support case via the Access Digital Assistant. Include the subject line and when the email was received, and the support team can confirm what triggered it.
📌 Note: If your team receives an unexpected email asking them to reset a password or click a link they were not expecting, do not click the link. Contact your Tenant Administrator to confirm whether the action was intentional before taking any steps.
Emails from automation rules
Access Care Planning allows Tenant Administrators to set up automation rules that send emails to staff automatically when certain events occur, such as a form being submitted or a case field being updated. If a member of staff is unexpectedly receiving emails from ACP, they may have been added to a role that is included in an automation rule.
To check which automation rules are sending emails to a specific employee:
Click the three-line menu.
Click Configuration, then select the relevant service.
Click Automation.
Review the active rules and check which roles are included as email recipients.
If the employee should not be receiving a particular email, remove them from the relevant role or group, or update the automation rule to remove that role from the email action.
For guidance on editing automation rules, see Create and edit automation rules.
Alert notification emails
If your organisation uses the Alerts feature in ACP, emails are sent to Branch Administrators when a visit is missed or an activity is overdue. These are configured per branch under the Alert Notification Settings.
If a Branch Administrator is receiving alert emails they did not expect, check the Alert Notification Email address set on their branch:
Click the three-line menu.
Click Configuration, then click Branches.
Select the relevant branch.
Click Edit and review the Alert Notification Email field.
Update or clear the email address if needed, then click Update.
📌 Note: Alert notification emails from ACP are separate from Evo Feed notifications. If your organisation uses Evo Feed for missed visit alerts, see Access Evo Copilot and Feed for configuration guidance.
Still not sure where the email came from?
If you have worked through the checks above and cannot identify the source of the email, raise a support case via the Access Digital Assistant. Include the full subject line of the email, the email address it was sent to, and when it was received. The support team can trace the origin and advise on next steps.