Adult Social Care Online - Troubleshooting Guidance
Login Issues
If you have difficulties logging into or creating an Adult Social Care Online account, this troubleshooting guidance will help you identify and resolve common issues. Please expand the areas below:
Logging in / registering
When registering for an account you must enter the authentication code that will be sent to the email address you enter. If the authentication code is not working, try the following steps: Check your Junk or Spam folders for the authentication code email. Close browser, clear your cache and then retry to register. The code will be emailed to you each time you login, it's important you wait until the code is sent and use the most recent authentication code - this can take up to ten minutes but is usually very quick. If you have already registered, try using the 'forgotten password link', which will send you a new link. If you are an organisation, contact your ICT department to ensure the emails can be sent, as some organisations have restrictions within their email firewalls. You will need to give them the web address - https://adultsocialcareportal.surreycc.gov.uk/web/portal/pages/home
Check your internet connection
Make sure that you have a stable internet connection. To do this try accessing other websites or online services to check if the problem is specific to the Surrey County Council Adult Social Care Online site. If you know your internet connection is unstable, consider resetting your router or connecting to a different network.
Clear your browser cache
Over time, your browser's cache can accumulate data that may interfere with the login process. Clear your browser cache and cookies to eliminate any potential conflicts. Instructions for clearing cache differ depending on the browser you are using. Have a look at your browser's documentation or search online for specific instructions.
Disable browser extensions
Temporarily disable any browser extensions, add-ons, or plugins that may interfere with the login process. Some extensions can cause conflicts or affect the functionality of web applications. Restart your browser after disabling the extensions and attempt to log in again.
Try a different browser
If you have on-going login issues, try accessing the portal using a different web browser. This can help you work out if the problem is browser specific. Popular alternative browsers include Google Chrome, Mozilla Firefox, Microsoft Edge, and Safari. Install and use a different browser to see if the login issue persists.
System Maintenance or outages
Adult Social Care Online may sometimes have maintenance or service disruptions. We always try to give warning of this and will add a notice to the home page when this happens. At these times, you will need to try again later or make a telephone referral if the situation is critical.
Being able to progress and submit forms
Every form has questions that must be completed and answered on each page before the form will allow you to go the next page. If the 'Next' button is greyed out and doesn't work, please scroll up and check all fields have been filled in. Mandatory fields are marked with a red asterisk*. When submitting the form successfully, you will be taken to the "Thank you" page to confirm the form has been submitted. Please make sure you reach this page before leaving the site. Remember to select the 'save' button as you progress through each page of the form. This will prevent the loss of information if for any reason the web page closes, or you lose connection.