Organisation Resources - Online Booking Portal Access
- Christopher
This guide has been created for Organisation Leads, Organisation Contact persons and IT contact persons to prepare and test for Online Booking access from their workplace devices or understand access issues with the Converge International online booking portal. It contains important information which can help you diagnose why the portal may have access issues by your staff or organisation members.
Our online portal has been designed to be accessed from smartphones, tablets and desktop computers so your team can access EAP services when and where it suits them. Our portal can also be accessed via the Converge International App, available for free from the Apple App Store and Google Play Store.
The portal can be accessed here: https://portal.converge-online.com/
Whitelisting
Information
The online booking portal has a different web address to the Converge International website. If you provide restricted or managed browsing, the online booking portal may be blocked when a team member tries to access it either directly with the web address or indirectly via the Converge International Website.
Consider
Work with your internal IT team to add both the Converge International web address and the online booking portal web address:
https://www.convergeinternational.com.au/
https://portal.converge-online.com/
Remind team members that the online booking portal is still accessible on personal devices.
If you are reporting the issue to Converge, ensure you’ve considered all the above and any steps recommended. Including a screenshot in your communication to Converge will help us internally escalate and repair or resolve the issue faster.
Google reCAPTCHA
Information
To protect the integrity of our internal Organisation Code look up tool, we have implemented Google reCAPTCHA technology.
The reCAPTCHA is activated on the online booking portal website after the client enters the organisation code and at the point where the client clicks or taps “Check” button to validate the code. It is also activated on the “Sign Up” button which is presented after the code has been validated and the organisation has been selected from the drop down list on the previous step.
Occasionally a VPN or content restriction within your organisation may block Google reCAPTCHA services. When this occurs, it may result in an active organisation code from not being accepted, however as our portal is customer facing, it will not notify the client of a reCAPTCHA error or VPN/content block and instead notify the client that the code is not working.
Try
Try the registration process on a smartphone. If the smartphone is managed or provided by the organisation, a VPN profile may still block the portal. If possible turn off the VPN temporarily while you test the online booking portal to help you further isolate the issue.
Check and Test
Your internal IT team should be able to validate if the reCAPTCHA request has been successful or failed. If a failure has occurred, it may look like this:
{
"timestamp": "28-08-2023 06:56:37",
"code": 400,
"status": "BAD_REQUEST",
"message": "reCaptcha was not successfully validated",
"data": null
}If your IT team have validated a failure, have them provide the error report like the one above and provide it to Converge when liaising with us to validate the issue.
Consider
Work with your internal IT team to understand if Google and Google reCAPTCHA is both white listed and allowed behind your organisation firewall or VPN. If one or the other is not allowed, consider modifying your internal IT settings or protocols to allow this to occur. You can contact us and we’ll parter with you further to test.
In some instances, older and unsupported browsers may not work correctly or process the reCAPTCHA request - ensure your team are using a modern and up-to-date browser and operating system which supports HTTPS and HTML5.
Using the Registration Page Timeline pictured further up, help us identify which step number you have been able to reach.
Internal VPN
Information
Your organisation may have an internal VPN installed on devices which can access internal sites. The VPN may or may not allow some or all of the online booking portal site and it’s features.
Try
If the online portal doesn’t work on Desktop devices at your organisation, try accessing the portal via a smartphone. If the portal works on a smartphone you may have isolated and confirmed that the issue is either related to the desktop device (software) or more likely VPN or Whitelisting. If it doesn’t work on smartphone, check if the smartphone also has a VPN profile installed in the settings app or try disconnecting from WiFi and connect via a personal internet connection.
Consider
You may need to work with your internal IT team to ensure that the VPN allows the Converge online booking portal web address / URL and also permits Google reCAPTCHA.
If you are unable to alter your organisations' VPN, remember that the Portal and Converge International App are still accessible on your team members' personal device or on their personal computer at home. Irregardless, it’s also advisable for users of the online booking portal to use their personal email address when registering for online booking, to ensure client confidentiality and so they can access services outside of the organisation in their own time.
Need more help?
If individual team members are having issues with accessing the portal, ask them to raise a ticket with our User Support team at www.convergeinternational.com.au/support/customer
© 2023 Converge International