Health Care Facility | Insurers | Related Initiatives  

Password and User Name


Did you know? You can reset your own password and retrieve your own user name, even if your account is suspended! If you don’t have an email address associated with your account, you may need to ask your Authorizing Officer or another User Administrator for a helping hand. Explore the side menu for step-by-step instructions and a troubleshooting FAQ.

I forgot my password

Reset Your Password

If you have an email address associated with your user account, it’s easy to reset your own password.

  1. At the HCAI Sign-In page, click the “Forgot your password?” link. You will be brought to the “Forgot your password?” page. (View screenshot)
  2. Enter your user name in the space provided and click on the “Reset Password” button.
    • HCAI will send a system-generated email with password reset instructions to the email address associated with your User Name. If there is no email address associated with your user name, visit I forgot my password and my user account has no associated email address on the side menu to view instructions.
  3. Go to the email account that is associated with your HCAI User Name.
  4. You will receive an email from systemdelivery@hcai.ca with the subject “HCAI - Reset Password Notification – (First Name of User)”.
  5. The email contains a link you must follow to reset your password. Click on the link or copy and paste the link into your web browser’s address bar.
  6. You will arrive at the Reset Password screen. Enter your new password in the “New Password” field.
    • Your new password must follow the rules outlined on the Reset Password screen.
  7. Enter your new password in the “Confirm New Password” field. Be sure that this password is identical to the one you entered in the “New Password” field.

Click “Submit”. You will be brought to the HCAI login page.

Password and User Name


I forgot my password and my user account has no associated email address

Reset a User's Password

If your user account was set up without an email address, you can ask any user with the User Administrator role (such as your Facility’s Authorizing Officer) to reset your password.

  1. The User Administrator signs into www.hcai.ca.
  2. Go to the Manage - User Management sub-tab.
  3. In the "Search for Users" section of the User Search screen, select “Active”, enter the last name of the User that needs a password reset, and press the “Search” button.
  4. From the Search Results screen, click on the User’s name.
  5. From the Add/Edit/View User Details screen, click the “Reset Password” button. (View screenshot)
  6. The page will display the User Name and temporary password. Provide the User with the temporary password and instruct them to sign in to HCAI. The User will enter their temporary password and then be asked to select a new Password.

Password and User Name


I forgot my user name

Forgotten User Name

If you have an email address associated with your user account, it’s easy to reset your own password.

  1. On the HCAI Sign-In page, click on the “Forgot Your User Name?” link. You will be brought to the “Forgot Your User Name?” page. (View screenshot)
  2. Enter your email address and click the “Email User Name” button.
  3. A system-generated message will be immediately sent to you containing all the user names associated with the submitted email address. If there is no email address associated with your user name, view I forgot my user name and my user account has no associated email address on the side menu.

Password and User Name


I forgot my user name and my user account has no associated email address

If your user account was set up without an email address, you can ask any User with the User Administrator role (such as your Facility’s Authorizing Officer) to look up your user name.

  1. The User Administrator signs into www.hcai.ca.
  2. Go to the Manage - User Management sub-tab.
  3. In the "Search for Users" section of the User Search screen, select “Active”, enter the last name of the User that needs a password reset, and press the “Search” button.
  4. From the Search Results screen, click on the User’s name.
  5. On the Add/Edit/View User Details screen, you can view the user name. Share this user name with the User. (View screenshot)
  6. To allow the User to easily retrieve their own password or user name in the future, you can update the User’s email address on this page.

Password and User Name


Password FAQ

How can I reset my password when I am suspended from my account?
Any suspended user can reset their password as normal. Visit I forgot my password on the side menu to view instructions. If your user account does not have an associated email address, your Authorizing Officer will have to reset your password. Visit I forgot my password and my user account has no associated email address on the side menu to view instructions.

I am the Authorizing Officer and my account is suspended/I forgot my password. How do I reset my password?
You can reset your password as normal. Visit I forgot my password on the side menu to view instructions. If you tried this and are not receiving the password reset emails, continue reading.

I am the Authorizing Officer and my account is suspended/I forgot my password but I’m not receiving the password reset emails. How do I reset my password?
If for some reason you cannot receive the password reset email, any other User at your Facility with the User Administrator role can reset your password manually. Visit I forgot my password and my user account has no associated email address on the side menu to view instructions. If your Facility has no other User Administrators, continue reading.

I am the AO and am suspended from my account/forgot my password. I am trying to reset my password, but I am not receiving the password reset emails. I do not have a back-up User Administrator who can reset my password.
Compose an email to facilityenrolment@hcaiinfo.ca stating:

My name is [insert NAME]. I am the authorizing officer for [INSERT FACILITY NAME AS REGISTERED WITH HCAI]. I have misplaced my User Name/Password and do not have a back-up User Administrator who can reset my password. I’m not receiving the password reset emails. Please issue a password reset.

We will verify your credentials and a new password will be sent to the email address for the Authorizing Officer recorded in your facility’s HCAI application.

I’m not receiving the password reset email.
To ensure you receive passwords from HCAI, please whitelist HCAI communications in your email account.

HCAI users should be able to receive email from up to three HCAI-specific addresses:

Instructions are provided below for white-listing your mail system. Solutions for many common email service providers are included. If your email service is not listed, review the product's documentation on how to white-list e-mail addresses. Or, if you are using a hosted mail solution, contact your provider to arrange the necessary white-listing.

Microsoft Outlook
Add HCAI's from address, systemdelivery@hcai.ca, to your Safe Senders list:

  1. On the Home tab, in the Delete group, click Junk, and then click Junk E-mail Options.
  2. Do one of the following:
    • To add safe senders, on the Safe Senders tab, click Add.
  3. In the “Enter an e-mail address or Internet domain name to be added to the list” box, enter systemdelivery@hcai.ca.
  4. Click OK and repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Outlook 2003/2007
Add HCAI's from address, systemdelivery@hcai.ca, to your Safe Senders list:

  • On the Tools menu, click Options.
  • On the Preferences tab, click Junk E-mail.
  • On the Safe Senders tab, click Add.
  • In the Add address, put systemdelivery@hcai.ca
  • Click OK.
  • Repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Gmail
Add HCAI's from address, systemdelivery@hcai.ca, to your Safe Senders list:

  • Go to the Settings link in Gmail.
  • Go to Filters. Click Create a new filter.
  • Type the desired email address under From:
  • You do not have to create a separate filter for each address. Separate addresses with '|' in the From: field instead. To whitelist both "jenny@example.com" and "jelani@example.com", enter "jenny@example.com|jelani@example.com", for example.
  • Click Next Step ››.
  • Make sure Never send it to Spam is checked.
  • Click Create Filter.
  • Repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Yahoo! Mail
Set up a filter to redirect our emails into your inbox:

  • Click Options in the top right navigation bar and select Mail Options from the list.
  • Select Filters.
  • Click the Add link on the Filters page.
  • Update the "From header:" rule with the following 2 pieces of information: "contains" and systemdelivery@hcai.ca. (This tells Yahoo to identify our emails based on its From address.
  • Click the Choose Folder pull down menu and select inbox.
  • Click the Add Filter button.
  • Repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

If our emails are getting stuck in your Yahoo Bulk Folder, please open the email and click the Not Spam button. Next, check to see if the password reset or bulletin email address is in your "Blocked Addresses" list. If you see systemdelivery@hcai.ca and facilitysupport@hcaiinfo.ca and facilityenrolment@hcaiinfo.ca on this list, select it and click the Remove Block button.
 
Hotmail
You will need to set up a filter to redirect our emails into your inbox:

  • Click on "Mark as Safe" near the "From" portion of the email or:
  • Open your mailbox and click "Options" (upper right hand corner).
  • Click the "Safe and blocked senders" link (under "Junk e-mail").
  • Select the "Safe Senders" link (1st in list).
  • Copy and paste systemdelivery@hcai.ca into the dialog box titled "Type an address or domain".
  • Click the "Add" button next to the dialog box.
  • Repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Can I share passwords with a coworker?
Sharing passwords is not a best practice. HCAI permits each user to have a distinct username and password and still be able to share work with another person. Be aware that HCAI can track only whose password has been used; HCAI cannot determine which person entered it. If you have knowledge about a possible privacy breach and do not report it, the law considers you just as responsible as the person committing the breach.

How can I avoid getting suspended from my account?
For security reasons, if a password is entered incorrectly three tries in-a-row, the user account will be suspended. At that point, you must ask your Authorizing Officer or a User Administrator to reset your password. To void being suspended, take care to type your password correctly. Passwords are case sensitive. Make sure you have not accidentally entered any spaces.

Password and User Name


Did you know? You can reset your own password and retrieve your own user name, even if your account is suspended! If you don’t have an email address associated with your account, you may need to ask your Authorizing Officer or another User Administrator for a helping hand.

Jump to:

I forgot my password


If you have an email address associated with your user account, it’s easy to reset your own password.

  1. At the HCAI Sign-In page, click the “Forgot your password?” link. You will be brought to the “Forgot your password?” page. (View screenshot)
  2. Enter your user name in the space provided and click on the “Reset Password” button.
    • HCAI will send a system-generated email with password reset instructions to the email address associated with your User Name. If there is no email address associated with your user name, visit I forgot my password and my user account has no associated email address on the side menu to view instructions.
  3. Go to the email account that is associated with your HCAI User Name.
  4. You will receive an email from systemdelivery@hcai.ca with the subject “HCAI - Reset Password Notification – (First Name of User)”.
  5. The email contains a link you must follow to reset your password. Click on the link or copy and paste the link into your web browser’s address bar.
  6. You will arrive at the Reset Password screen. Enter your new password in the “New Password” field.
    • Your new password must follow the rules outlined on the Reset Password screen.
  7. Enter your new password in the “Confirm New Password” field. Be sure that this password is identical to the one you entered in the “New Password” field.

Click “Submit”. You will be brought to the HCAI login page.

I forgot my password and my user account has no associated email address


If your user account was set up without an email address, you can ask any user with the User Administrator role (such as your Facility’s Authorizing Officer) to reset your password.

  1. The User Administrator signs into www.hcai.ca.
  2. Go to the Manage - User Management sub-tab.
  3. In the "Search for Users" section of the User Search screen, select “Active”, enter the last name of the User that needs a password reset, and press the “Search” button.
  4. From the Search Results screen, click on the User’s name.
  5. From the Add/Edit/View User Details screen, click the “Reset Password” button. (View screenshot)
  6. The page will display the User Name and temporary password. Provide the User with the temporary password and instruct them to sign in to HCAI. The User will enter their temporary password and then be asked to select a new Password.

I forgot my user name


If you have an email address associated with your user account, it’s easy to reset your own password.

  1. On the HCAI Sign-In page, click on the “Forgot Your User Name?” link. You will be brought to the “Forgot Your User Name?” page. (View screenshot)
  2. Enter your email address and click the “Email User Name” button.
  3. A system-generated message will be immediately sent to you containing all the user names associated with the submitted email address. If there is no email address associated with your user name, view I forgot my user name and my user account has no associated email address on the side menu.

I forgot my user name and my user account has no associated email address

If your user account was set up without an email address, you can ask any User with the User Administrator role (such as your Facility’s Authorizing Officer) to look up your user name.

  1. The User Administrator signs into www.hcai.ca.
  2. Go to the Manage - User Management sub-tab.
  3. In the "Search for Users" section of the User Search screen, select “Active”, enter the last name of the User that needs a password reset, and press the “Search” button.
  4. From the Search Results screen, click on the User’s name.
  5. On the Add/Edit/View User Details screen, you can view the user name. Share this user name with the User. (View screenshot)
  6. To allow the User to easily retrieve their own password or user name in the future, you can update the User’s email address on this page.

Download PDF Manual

User Names and Passwords Manual (PDF)

Password FAQ

How can I reset my password when I am suspended from my account?
Any suspended user can reset their password as normal. Visit I forgot my password on the side menu to view instructions. If your user account does not have an associated email address, your Authorizing Officer will have to reset your password. Visit I forgot my password and my user account has no associated email address on the side menu to view instructions.

I am the Authorizing Officer and my account is suspended/I forgot my password. How do I reset my password?
You can reset your password as normal. Visit I forgot my password on the side menu to view instructions. If you tried this and are not receiving the password reset emails, continue reading.

I am the Authorizing Officer and my account is suspended/I forgot my password but I’m not receiving the password reset emails. How do I reset my password?
If for some reason you cannot receive the password reset email, any other User at your Facility with the User Administrator role can reset your password manually. Visit I forgot my password and my user account has no associated email address on the side menu to view instructions. If your Facility has no other User Administrators, continue reading.

I am the AO and am suspended from my account/forgot my password. I am trying to reset my password, but I am not receiving the password reset emails. I do not have a back-up User Administrator who can reset my password.
Compose an email to facilityenrolment@hcaiinfo.ca stating:

My name is [insert NAME]. I am the authorizing officer for [INSERT FACILITY NAME AS REGISTERED WITH HCAI]. I have misplaced my User Name/Password and do not have a back-up User Administrator who can reset my password. I’m not receiving the password reset emails. Please issue a password reset.

We will verify your credentials and a new password will be sent to the email address for the Authorizing Officer recorded in your facility’s HCAI application.

I’m not receiving the password reset email.
To ensure you receive passwords from HCAI, please whitelist HCAI communications in your email account.

HCAI users should be able to receive email from up to three HCAI-specific addresses:

Instructions are provided below for white-listing your mail system. Solutions for many common email service providers are included. If your email service is not listed, review the product's documentation on how to white-list e-mail addresses. Or, if you are using a hosted mail solution, contact your provider to arrange the necessary white-listing.

Microsoft Outlook
Add HCAI's from address, systemdelivery@hcai.ca, to your Safe Senders list:

  1. On the Home tab, in the Delete group, click Junk, and then click Junk E-mail Options.
  2. Do one of the following:
    • To add safe senders, on the Safe Senders tab, click Add.
  3. In the “Enter an e-mail address or Internet domain name to be added to the list” box, enter systemdelivery@hcai.ca.
  4. Click OK and repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Outlook 2003/2007
Add HCAI's from address, systemdelivery@hcai.ca, to your Safe Senders list:

  • On the Tools menu, click Options.
  • On the Preferences tab, click Junk E-mail.
  • On the Safe Senders tab, click Add.
  • In the Add address, put systemdelivery@hcai.ca
  • Click OK.
  • Repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Gmail
Add HCAI's from address, systemdelivery@hcai.ca, to your Safe Senders list:

  • Go to the Settings link in Gmail.
  • Go to Filters. Click Create a new filter.
  • Type the desired email address under From:
  • You do not have to create a separate filter for each address. Separate addresses with '|' in the From: field instead. To whitelist both "jenny@example.com" and "jelani@example.com", enter "jenny@example.com|jelani@example.com", for example.
  • Click Next Step ››.
  • Make sure Never send it to Spam is checked.
  • Click Create Filter.
  • Repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Yahoo! Mail
Set up a filter to redirect our emails into your inbox:

  • Click Options in the top right navigation bar and select Mail Options from the list.
  • Select Filters.
  • Click the Add link on the Filters page.
  • Update the "From header:" rule with the following 2 pieces of information: "contains" and systemdelivery@hcai.ca. (This tells Yahoo to identify our emails based on its From address.
  • Click the Choose Folder pull down menu and select inbox.
  • Click the Add Filter button.
  • Repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

If our emails are getting stuck in your Yahoo Bulk Folder, please open the email and click the Not Spam button. Next, check to see if the password reset or bulletin email address is in your "Blocked Addresses" list. If you see systemdelivery@hcai.ca and facilitysupport@hcaiinfo.ca and facilityenrolment@hcaiinfo.ca on this list, select it and click the Remove Block button.
 
Hotmail
You will need to set up a filter to redirect our emails into your inbox:

  • Click on "Mark as Safe" near the "From" portion of the email or:
  • Open your mailbox and click "Options" (upper right hand corner).
  • Click the "Safe and blocked senders" link (under "Junk e-mail").
  • Select the "Safe Senders" link (1st in list).
  • Copy and paste systemdelivery@hcai.ca into the dialog box titled "Type an address or domain".
  • Click the "Add" button next to the dialog box.
  • Repeat for facilitysupport@hcaiinfo.ca & facilityenrolment@hcaiinfo.ca

Can I share passwords with a coworker?
Sharing passwords is not a best practice. HCAI permits each user to have a distinct username and password and still be able to share work with another person. Be aware that HCAI can track only whose password has been used; HCAI cannot determine which person entered it. If you have knowledge about a possible privacy breach and do not report it, the law considers you just as responsible as the person committing the breach.

How can I avoid getting suspended from my account?
For security reasons, if a password is entered incorrectly three tries in-a-row, the user account will be suspended. At that point, you must ask your Authorizing Officer or a User Administrator to reset your password. To void being suspended, take care to type your password correctly. Passwords are case sensitive. Make sure you have not accidentally entered any spaces.

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