| Applicable to | Centro QMS/QMS Starter, Centro KMS, Centro ESSENTIALS |
| NOT applicable to |
Quick answer: Check your junk or spam folder and make sure the email address on your Centro ASSIST account is correct. If the email still doesn't arrive, your address may be temporarily blocked by our mailing system or by your organisation's email filters. Contact us and we can check and unblock it.
How to request a password reset
1. Go to your organisation's Centro ASSIST sign-in page (yourorganisation.centroassist.com.au).
2. Click the grey Forgot password button.
3. Enter the email address linked to your Centro ASSIST account and click Reset Password.
4. Open the email and follow the link to set a new password. If you've asked for more than one, use the link in the most recent email.
| Tip |
| A reset email is only sent if there is an account for that email address. If your organisation set up your account with a different email (for example your work address instead of a personal one), use that address. |
If the email doesn't arrive
1. Check your junk or spam folder. Strong email filters often move automated emails there. If you find it, mark it as "not junk".
2. Check the email address on your account is correct. A small typo, such as a missing ".au", means the email goes nowhere. Your Centro ASSIST administrator can check and correct your email address under People > Users.
3. Ask us to check whether your address is blocked. If emails to your address have bounced in the past, our mailing provider may temporarily stop sending to it to protect delivery for everyone. This is the most common reason reset and invitation emails don't arrive. Contact us with your email address and we can check the delivery log and remove the block.
4. Ask your IT team to check your organisation's email filters. If our records show the email was delivered but you can't find it, your organisation's mail server or spam filter (for example MailGuard) may be holding or blocking it. An inbox that has been disabled or marked inactive will also reject the email.
Using the mobile app?
Password reset links always open in your phone's web browser. After you've set your new password, go back to the Centro ASSIST app and sign in there.
For Centro ASSIST administrators
If a staff member isn't receiving emails, check their email address under People > Users and resend the invitation or password reset. If it still doesn't arrive, email us their email address and your web address and we'll check whether it is on our block list. See also Email Invitation Troubleshooting.
More questions
How do I resend an invitation to a staff member? Go to People > Users and open the user. Make sure Activated is ticked, then send them a password reset. They'll get an email with a link to set their password.
A staff member was set up with a personal email but wants to use their work email. An administrator can change the email address on the user's profile under People > Users, then send a password reset to the new address. If your organisation uses Microsoft sign-in, change the email in Microsoft 365 instead.
Still need help?
Email support@centroassist.com.au or call 1300 420 171. Please include your organisation's Centro ASSIST web address (for example yourorganisation.centroassist.com.au) and a screenshot if you can.
If your Centro ASSIST subscription is through Ageing Australia, please contact Ageing Australia Quality Systems at quality@ageingaustralia.asn.au.