Not Receiving CARES Emails

CARES sends automated emails after the events below.  If you do not receive these emails, this article explains how to troubleshoot.  Emails come from "[e-mail]."  Jump to an event below for specific help:

• Password Reset / First Login Email Troubleshooting
• Requests for Access to an Appointment
• Email Re: More Information About an Additional Funding Request
• Invoice Update Email Troubleshooting
• More Help Logging In

Password Reset or First Login Emails

If you see a message that your email address is “not in our records" while following the Quick Start Guide or Forgot Password instructions:

• Check for any typos or extra spaces.
• Confirm you are typing the exact email address that OCR has registered with this CARES account.  If OCR may have another email address for you on file, try it as well.  If the email address that works for CARES is outdated, update OCR about email and other contact info changes at any time by completing a Change Request Form.
  New OCR Attorneys:  It may take several days after you complete all DocuSign paperwork for OCR to create your CARES account. OCR will email you when your CARES account is active.
• Email OCR if you can't get past the "not in our records" message after trying the above steps.

If CARES accepts your email address but you do not receive a password reset email:

• Make sure you are checking for this email in the inbox of the email address you typed. (I.e., if you have multiple email addresses, make sure you are checking for this email in the correct email account.)
• Wait at least 5 minutes and repeat the Forgot Password instructions at least once.
• Check your spam and junk folders.  Emails come from "[e-mail]."
• Have you set up any email filters or rules?  If so, you may have received the CARES email but it was redirected according to your filter conditions.  Consult with your IT support to adjust your filters.
• Is your email provider blocking CARES emails?  Consult with your IT support about what happens when CARES emails arrive--you may need to "whitelist" emails from "[e-mail]".

If the emailed password retrieval link is expired:

• The emailed password retrieval link will expire 30 minutes after it is sent to you or if you requested another link while you waited.  You will need to start over for a fresh link if 30 minutes have passed from the time you requested the reset.  Or, if you requested more than one reset, stop requesting new ones and wait for the latest reset email to come to you.  Use the latest one.  Every time you request a new reset, the previous one expires, and it gets difficult to remember which password you saved most recently.

Requests for Access to an Appointment

Users may request access to appointments outside of their own CARES office--learn more in Requests for Access from a Different Office.  If you do not think you are receiving notifications after making a request or after someone informed you they requested access to your appointment:

• Are you the person who made the request or the appointed attorney?  Only the person who made the request in CARES and the appointed attorney will receive these emails.
• Check your spam and junk folders. If you have multiple email addresses, make sure you are checking for this email in the correct email address's inbox.
• Did your email address change?  Update OCR about email and other contact info changes at any time by completing a Change Request Form.
• Have you set up any email filters or rules?  If so, you may have received the CARES email but it was redirected according to your filter conditions.  Consult with your IT support to adjust your filters.
• Is your email provider blocking CARES emails?  Consult with your IT support about what happens when CARES emails arrive--you may need to "whitelist" emails from "[e-mail]".
• You can still act on requests for access without the email notification while you work to resolve any issues above.  As the appointed attorney, navigate to Cases > My Appointments > the appointment in question > Requests for Access tab (last tab of appointments).  You will see a red icon by any pending request for access--click on the blue requester's name to take action.  Or, if you are the requester, view the case again via Cases > Search Cases if you wish to cancel the request for any reason (red trash can icon).  More on requests for access

Email Re: More Information About an Additional Funding Request

• Was the request made from your CARES account?  Only the email address of the requesting CARES account will receive an email if OCR asks for more information about a pending funding request, and only the requester can make or update such requests from their account.  (Typically, the appointed attorney makes requests and follows up; however, any "Managing" persona in the office can make the initial request and, if they do, they must be the one to follow up if needed.)
• Did your email address change?  Update OCR about email and other contact info changes at any time by completing a Change Request Form.
• Check your spam and junk folders. Emails come from "[e-mail]." If you have multiple email addresses, make sure you are checking for this email in the correct email address's inbox.
• Have you set up any email filters or rules?  If so, you may have received the CARES email but it was redirected according to your filter conditions.  Consult with your IT support to adjust your filters.
• Is your email provider blocking CARES emails?  Consult with your IT support about what happens when CARES emails arrive--you may need to "whitelist" emails from "[e-mail]".
• You can still act on pending funding requests without the email notification while you work to resolve any issues above.  From the account in which the request was made, navigate to Requests > Additional Funds in the left-side navigation menu.  If you see the "Additional Review" status here, you can click on the request and scroll down to add comments, then scroll to the top to Save your work.  This re-submits the updated request to OCR to process as usual and this is the same action the email notification asks you to take.  (Please do not reply to CARES email notifications.)

Invoice Update Emails

• In User Settings > General Settings, make sure you have checked the box beside Invoice Update Emails to send them to the Managing persona(s).  After this setting is enabled, you may also check the box beside other users in the office on that screen to send them the same email notifications of invoice status changes.  More on this
• Did your email address change?  Update OCR about email and other contact info changes at any time by completing a Change Request Form.
• Check your spam and junk folders. Emails come from "[e-mail]." If you have multiple email addresses, make sure you are checking for this email in the correct email address's inbox.
• Have you set up any email filters or rules?  If so, you may have received the CARES email but it was redirected according to your filter conditions.  Consult with your IT support to adjust your filters.
• Is your email provider blocking CARES emails?  Consult with your IT support about what happens when CARES emails arrive--you may need to "whitelist" emails from "[e-mail]".

Contact OCR ([e-mail]) if none of the above worked for you!  OCR can double-check the email address registered in CARES and confirm whether emails are being sent.  Please note, if CARES is successfully sending emails and you are not receiving them, it will be best to consult with your IT support to troubleshoot your email provider and its "whitelist."