Support

Support Options

Available Mon-Fri, 9AM-6PM ET

How Can We Help?

We are here to answer your questions, resolve any issues you might have, and listen to what you have to say. Feel free to check out our FAQs below to find answers to the most commonly asked questions. Need something else? Drop us a note or give us a call - we’d love to hear from you.

Remote Session

Contact us if you would like to schedule a remote session. We can quickly diagnose and resolve issues together.

Frequently Asked Questions

Why am I unable to sign in to my SansWrite account?
If you are unable to sign in to your SansWrite account, it may be because you need to clear the Browser's cache:
  1. While in the browser, (Chrome, Edge, etc.) press Ctrl+Shift+Delete to bring up Clear Browsing Data window
  2. Set 'Time Range' dropdown to 'All Time'
  3. Uncheck 'Browsing history' (and 'Download history' if using Edge)
  4. Confirm 'Cookies and other site data' and 'Cached images and files' are both checked
  5. Click 'Clear data'
  6. Return to the SansWrite page
  7. Press Ctrl+F5 (or Refresh)
  8. Sign in
How do I add a License number to my account?
If there are no License numbers attached to your account, a pop-up will prompt you to add a license:
  1. Search and select the Agency that licenses your facility
  2. Search and select your facility by name or license number
  3. If payment is required, enter your credit card information
  4. Click 'Add'
If there are no License numbers attached to your account, a pop-up will prompt you to add a license:
  1. Click 'Manage Users' on the left
  2. Search and select your name
  3. Click 'Add Connection'
  4. Follow steps above.
How do I reset my password?
If you don't remember your password:
  1. Enter your login email into the 'Sign In' page
  2. Click 'Next'
  3. Click 'Forgot Password' above the password field
  4. Click 'Reset Password'

This will send a reset password link to your email. Don't forget to check your Spam folder if the email doesn't arrive within a few minutes.

How do I add another user to a license?
If you need to add another user to the Licensee Portal:
  1. Click 'Manage Users' on the left
  2. Press 'Add User'
  3. Enter Users information (First Name, Last Name, Email)
  4. Press 'Save'
  5. Select newly created user from table
  6. Click 'Add Connection'
  7. Search and select your facility by name or license number
  8. If payment is required, enter your credit card information
  9. Click 'Add'
  10. Click 'Reset Password'
  11. New user should check their email and follow reset password link
  12. User can sign in with their email and new password
How do I switch between licenses?
If you have multiple licenses already connected to your account and need to switch to a different one:
  1. Click on the dropdown in the top right corner where it says your name
  2. Select ‘My Settings…’ from the drop-down menu
  3. Click on the box at the top under 'Licensee'
  4. Select the license you want to view
  5. Click ‘Save’ at the bottom