Phoenix Login issues and support
- Christopher
This article provides information to help you with login issues and provide guidance and support for accessing the Phoenix portal.
Use the table of contents below to view information relevant to what you need support with today.
Accessing the Phoenix portal
As communicated by Converge, the Phoenix portal url changed in September 2023. If you are unable to load the Phoenix portal, you may be using the discontinued URL.
Access the portal using the link above then use the instructions below to add the page to your bookmarks or favourites.
https://support.apple.com/guide/iphone/bookmark-favorite-webpages-iph42ab2f3a7/ios
https://support.google.com/chrome/answer/188842?hl=en&co=GENIE.Platform=Desktop
What is my username?
Your username will be your full email address. Remember, the username is case sensitive. If you are unsure of what your username is, contact us.
If you are a nominee/consultant/practitioner/clinician or admin from a Practice and access Quick View, your email address will be a numbered email ending at convergeintl.com.au - contact your practice admin for assistance if you’ve forgotten your username or contact us.
“Account locked, contact administrator” message appears
If you attempt to login and you see “Account locked, contact administrator” message or similar, this means you won’t be able to reset your password using the “trouble logging in” link.
Your account has been locked due to either too many incorrect attempts, more than 4 months since the last successful login attempt, a potential security issue or was suspended by Converge International. If you see this message, contact us.
If you don’t see the above message, please click “trouble logging in” link to reset the password yourself.
I’ve forgotten my password
If you’ve forgotten your password, on the login screen of the Phoenix portal, click or tap “Trouble logging in” to reset your password.
You’ll then be asked to enter your username (your email address). After submitting, a verification code will be emailed (and depending only our profile, may also be texted) to validate your identity.
Does my password expire?
To comply with data security requirements for health records, the Phoenix portal requires you to change your password every 90 days. You can do this by logging out of the portal then click “trouble logging in”.
If you forget to change the password before the 90 day limit, you’ll be prevented from logging in - but can still change your password using the “trouble logging in” link on the login page.
New passwords can’t be similar to the previous one. 4 or more characters cannot match the previous password.
What are the password requirements
Passwords need to be secure to ensure client data is protected. You are advised not to use the same password as other systems or accounts as this is a breach of security requirements.
A secure password that will be accepted must:
Have at least 8 or more characters
Have at least 1 numerical number
Have at least 1 special character
Have at least 1 capital letter
Not have 3 or more sequential characters (i.e. 1234 or aaaa)
Cannot have more than 3 sequential characters from your username (your email address)
We recommend using the password generator built into your browser as all passwords automatically generated and saved securely to your browser comply with all of the above requirements. See below for more information on how to use it:
https://support.apple.com/en-au/guide/safari/ibrwf71ba236/17.0/mac/14.0
https://support.google.com/accounts/answer/6208650?hl=en&co=GENIE.Platform%3DDesktop
Need further help?
If you have issues with the website not displaying correctly, issues loading a page in Phoenix, are unsure of what browsers are supported or any other browser related support, see this support article: Browser options and Phoenix troubleshooting