PointClickCare Customer Service, Login, Support Portal and Reviews

PointClickCare customer service helps authorized healthcare organizations with support cases, product questions, login troubleshooting, integrations, reporting, claims workflows, training resources and other healthcare-software issues. PointClickCare states that customer support is available 24 hours a day, seven days a week through its support resources.

Because PointClickCare is used by skilled nursing facilities, senior living communities, hospitals, health plans and other healthcare organizations, never publish resident, patient, clinical, insurance, billing or protected health information in a public review.

About PointClickCare

PointClickCare is a healthcare technology company providing cloud-based software for long-term and post-acute care, skilled nursing, senior living, hospitals, ambulatory care, health plans, care coordination and related healthcare workflows.

Organizations may use PointClickCare for electronic health records, clinical documentation, medication workflows, revenue-cycle management, billing, claims, referrals, care transitions, analytics, reporting and integrations with other healthcare systems.

PointClickCare is primarily a business-to-business platform. Individual residents, patients and family members generally cannot obtain access or account assistance directly from PointClickCare unless they are authorized users through a participating organization.

PointClickCare Office Locations

Toronto Office:
8 Spadina Avenue, Suite 1400
Toronto, ON M5V 2H6
Canada

Mississauga Office:
5570 Explorer Drive
Mississauga, ON L4W 0C4
Canada

United States Office:
10377 S. Jordan Gateway
South Jordan, UT 84095
USA

These locations are corporate offices and should not be treated as walk-in customer-service centers. Do not mail medical records, screenshots, original contracts, payment information or other sensitive materials unless PointClickCare provides specific written instructions.

PointClickCare Login and Password Help

PointClickCare’s official support information states that its support team cannot change facility usernames or passwords. Password resets and access changes must be performed by a local security administrator within the customer’s organization.

If you cannot sign in:

1. Confirm that the username and password were entered with the correct capitalization.
2. Make sure you are using the organization’s approved PointClickCare login route.
3. Close duplicate PointClickCare sessions in other browser windows.
4. Clear the browser cache or try an approved updated browser.
5. Confirm that you are connected to the correct facility network or Wi-Fi connection.
6. Contact the facility security administrator, IT department, help desk or on-duty supervisor.

Do not repeatedly attempt to sign in if the account may be locked. Do not ask another employee to share login credentials.

Invalid Login From Current Location

An error stating that a login is not valid from the current location may be connected to the facility’s network, Wi-Fi selection or IP Address Mask settings. Confirm that the device is using the correct approved network and ask the facility’s IT or security administrator to review the configuration.

Multi-Factor Authentication Problems

Users required to use multi-factor authentication may need an approved authenticator application and assistance from their organization’s administrator. Never disclose an authentication code to an unsolicited caller or enter a code on an unofficial website.

How to Access the Customer Support Portal

PointClickCare instructs authorized customers to access the Customer Support Portal from within its software:

1. Sign in to PointClickCare.
2. Select the Resource Hub question-mark icon near the top-right corner.
3. Choose Customer Support Portal from the menu.
4. Select Create Case.
5. Complete the required issue and contact fields.

First-time portal users should review the profile information and confirm that the telephone number and work email address are current. Accurate contact information allows support to reach the appropriate authorized user.

Information to Include in a PointClickCare Support Case

A detailed support case can help PointClickCare reproduce and investigate the issue. Include:

• Organization or facility name
• PointClickCare product or module
• Browser, device and operating system
• Exact error message
• Steps needed to reproduce the problem
• Whether the issue affects one user, several users or the entire facility
• Date and approximate time the issue began
• Connected partner or integration, when applicable
• Previous support-case number
• Screenshot with unnecessary private information removed

PointClickCare’s case guidance permits authorized customers to use a resident medical record number when a resident example is necessary. That information should only be provided through the secure authorized support process. Never include a medical record number in a public CSN review.

Client Restricted Access Problems

A “Client restricted access” message may indicate that the user’s security role, profile, external-facility association or resident-access configuration does not permit access to the requested records.

The facility’s IT or security administrator may need to review:

• The user’s security profile and role
• Resident access restrictions
• Resident-list filters
• External facility or medical-professional associations
• Permissions for the affected product or module

PointClickCare support can help investigate a software or configuration issue, but the organization remains responsible for determining which users should be permitted to access resident information.

Billing and Claims Support

PointClickCare billing and claims problems may involve payer setup, submitter profiles, resident demographics, insurance-company configuration, census information, rates, charges, diagnoses, claim batches or connected clearinghouse services.

When opening a billing or claims case, identify:

• The PointClickCare billing product or workflow
• The payer or insurance company involved
• The affected claim type or batch
• The exact rejection, warning or export error
• Whether the issue affects one claim or multiple claims
• Whether setup or resident information was recently changed
• Whether the claim was recalculated after corrections

Do not include full insurance identification numbers, patient names, payment information or complete claim documents in a public comment.

Reporting, Printing and Browser Problems

If a PointClickCare report produces an error, blank screen or printing problem, possible causes may include browser extensions, PDF settings, outdated browser software or insufficient permissions.

Authorized users can try:

1. Confirming the browser is current and supported by the organization.
2. Testing the report in another approved browser.
3. Temporarily disabling an extension that may block a PDF or pop-up.
4. Testing in a private browsing window if permitted by the organization.
5. Asking the security administrator to confirm reporting permissions.
6. Opening a support case with the report name and error details.

PointClickCare Training and SmartZone

PointClickCare provides training resources through SmartZone and other customer learning programs. Access may depend on the organization’s subscription, user role and internal training process.

For role-specific workflow questions, begin with the facility trainer, supervisor or PointClickCare administrator. This can help distinguish a software defect from a training, permission or local configuration issue.

PointClickCare Trust Center and Security

The official PointClickCare Trust Center provides information about security, privacy, compliance and related company practices. Healthcare organizations should use the Trust Center and their contractual resources for formal security or compliance reviews.

Be cautious of unofficial support numbers, search advertisements or callers asking for passwords, authentication codes or remote access. Begin with PointClickCare.com or the support portal accessed through the authenticated PointClickCare Resource Hub.

Escalating an Unresolved PointClickCare Issue

1. Create a support case using the correct product and issue category.
2. Record the case number, date, severity and affected workflow.
3. Explain whether the issue affects one user, multiple users or facility-wide operations.
4. Document any effect on clinical, medication, billing or reporting workflows without placing protected information in unsecured communications.
5. Follow the organization’s internal IT, clinical and operational escalation procedures.
6. Update the existing case instead of creating multiple cases for the same incident unless PointClickCare directs otherwise.
7. Ask for escalation when the issue remains unresolved or materially affects operations.
8. Retain case updates, screenshots, workarounds and resolution details for the organization’s records.

PointClickCare Reviews and Complaints

This CSN page currently has no published PointClickCare reviews. Therefore, there is not enough page-specific feedback to identify a reliable complaint pattern or calculate a meaningful customer-service rating.

Helpful review topics may include:

• Customer Support Portal accessibility
• Response and resolution times
• Login or permission assistance
• Product reliability and system performance
• Clinical or documentation workflows
• Billing and claims workflows
• Reports and integrations
• Training resources
• Communication during an unresolved incident

Keep reviews factual and based on personal experience. Do not identify residents, patients, coworkers, facilities or individual support employees by posting private information.

Frequently Asked Questions

What is the PointClickCare phone number?

PointClickCare’s toll-free number is 1-800-277-5889. Its direct number is +1-905-858-8885.

Is PointClickCare customer support available 24/7?

PointClickCare’s official customer-support page states that customers can get help 24 hours a day, seven days a week. Authorized customers should use the support portal and contact route provided to their organization.

Can PointClickCare reset my password?

No. PointClickCare states that it cannot provide or reset facility usernames and passwords. Contact the facility security administrator, IT department, help desk or on-duty supervisor.

How do I submit a PointClickCare support case?

Sign in to PointClickCare, select the Resource Hub question-mark icon, open the Customer Support Portal and choose Create Case.

Why does PointClickCare say my login is invalid from my location?

The device may be connected to an incorrect network, or the location may not match the facility’s approved IP Address Mask settings. Contact the facility’s IT or security administrator.

Can residents or family members contact PointClickCare about their medical records?

PointClickCare provides software to healthcare organizations but generally does not act as the patient or resident records department. Contact the healthcare facility or provider responsible for the record.

Can CustomerServiceNumbers.com access my PointClickCare account?

No. CustomerServiceNumbers.com cannot access accounts, reset passwords, view records, open support cases or provide PointClickCare technical assistance.

Related Enterprise Software Support

• Workday Customer Support and Employee Login Help
• ADP Customer Service and Login Support
• IBM Customer Service and Technical Support

Related Healthcare Customer Service Information

• Medicare Customer Service
• UnitedHealthcare Customer Service
• HealthCare.gov Customer Service

PointClickCare support should not be used in place of a healthcare provider, clinical supervisor, facility administrator, emergency service or the organization’s approved downtime procedures.

CustomerServiceNumbers.com is an independent customer-service information and review website. It is not affiliated with PointClickCare Technologies Inc. and cannot access PointClickCare systems, accounts or healthcare records.

Phone numbers, office locations, support procedures and availability can change. Confirm current information through PointClickCare’s official support and company pages.