Curaeon Help Centre / KB-120
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KB-120Accounts & accessHow-to
Draft. This article is awaiting technical review and may change — if anything here conflicts with advice from our team, follow the team.

Manage staff accounts in Settings → Users: add, change a role, seats, provider numbers, deactivate

Add a new member of staff, give them the right role, record a doctor's or nurse's registration numbers, decide who holds a licence seat, and close an account on someone's last day without losing anything they did.

Before you start

Note: The line under the page heading reads "Clinician and admin only". In this build the screen is for administrators only. Creating accounts and resetting a colleague's password are not things every clinician should be able to do.

A tour of the screen

Settings → Users as it opens: the Staff accounts card with the active and total counts and the licence seats beside them, the filter buttons, the search box, and one row per member of staff with their role, status, last sign-in and actions.
Settings → Users as it opens: the Staff accounts card with the active and total counts and the licence seats beside them, the filter buttons, the search box, and one row per member of staff with their role, status, last sign-in and actions.

The header line. Beside Staff accounts you see "N active · N total", then the licence seats: "N of N licensed seats", or separate full-time and part-time counts on a licence that has both. When no seat is free it says none free, which links to the licence card under Settings → Practice. If any clinician has no seat it adds "N clinicians without a seat". The licence itself is explained in KB-114 — Your Curaeon licence: seats, renewal, and requesting more from Settings → Practice.

+ Add user opens the New user window.

The filter buttons. All, Clinicians, Nurses, Reception, Admins and Deactivated, each with a count. No seat appears only when at least one clinician has no seat. The role filters show active accounts only; All includes deactivated ones.

Search. Type part of a name or an email address. Press / to jump to the search box and Esc to clear it.

Sort. Name (A–Z), Recently signed in, or Role (admins first, then clinicians, nurses and reception).

The table. One row per person: Staff member (name and sign-in email; your own row is marked You), Role, Status, Last sign-in, and the action buttons. Selecting a person's name opens the same window as Edit.

What the Status column says

Badge Meaning
MFA active Two-factor sign-in is set up and in use.
MFA pending The person has not yet enrolled an authenticator app. They do it at their next sign-in (KB-031 — Set up two-factor sign-in for Curaeon, and fix a code that is rejected, already used or timed out).
Temp password The account is on a temporary password that must be changed at the next sign-in. New accounts and accounts after a password reset show this.
No seat A clinician with no licence seat. They are on the staff list and the roster, and cannot sign in.
Part-time seat A clinician holding one of the practice's part-time seats.
Disabled The account is deactivated.
Never (in Last sign-in) The person has not signed in yet.

The buttons on each row

Button Shown What it does
Activity Every row, including deactivated accounts Opens Settings → Audit log filtered to that person.
Edit Active accounts Opens the account window.
Reset password Active accounts Sets a new temporary password.
Reset MFA Active accounts with MFA active Clears their authenticator so they enrol again.
Assign seat / Release seat, or Seat Clinicians only Gives or takes back a licence seat.
Deactivate Active accounts other than your own Closes the account.
Reactivate Deactivated accounts Opens the account again.

Your own row has no Deactivate and no Release seat. You cannot lock yourself out from here.

Add a member of staff

  1. Choose + Add user.
  2. Under Identity, choose a Title (or the dash for none) and enter the First name and Surname.
  3. Choose the Role: Admin, Clinician, Nurse or Reception. The line underneath says what that role signs in as. Choose the narrowest role that covers their everyday work (KB-034 — Choose the right role and permissions for a new staff member).
  4. Under Contact & sign-in, enter their work Email. This is what they sign in with.
  5. Enter a Temporary password (min 12 characters).
  6. Optionally enter Mobile, Home phone and Pager. Every role has these, so the practice knows how to reach the person out of hours.
  7. For a clinician or a nurse, fill in Provider & registration on the right (see the next section).
  8. For a clinician, check Licence seat under Account (see "Licence seats" below).
  9. Choose Create user. The button stays off until there is a name, an email and a temporary password of 12 characters, and the note beside it says what is missing.
The New user window for a clinician: Identity and Contact & sign-in on the left with the Account facts beneath, and Provider & registration on the right with the four Medicare identifiers a doctor cannot be added without.
The New user window for a clinician: Identity and Contact & sign-in on the left with the Account facts beneath, and Provider & registration on the right with the four Medicare identifiers a doctor cannot be added without.

The Account panel tells you what will be true the moment you create the account: MFA pending, Temp password, and "Invitation: None — you hand them the temporary password yourself". Curaeon does not email the new person. Give them the temporary password in person or by another safe route. At their first sign-in they change it, then set up their authenticator app, and patient data is out of reach until both steps are done.

Tip: For a practitioner or nurse, add their roster next under Settings → Rosters, or the Calendar cannot book them. The full first-day list is in KB-084 — New staff onboarding and offboarding checklist.

Provider and registration details

What the right-hand column asks for depends on the role.

Role What is recorded
Clinician Provider number, Prescriber number, HPI-I and PRODA RA number; the family and given name the HI Service holds; AHPRA registration, Specialty, Qualifications; the eRx details; and how they bill.
Nurse HPI-I and PRODA RA number (both optional), the HI Service names, AHPRA registration, Specialty and Qualifications. No provider or prescriber number: those are a doctor's.
Admin Nothing when the account is created. Once the account exists, opening it shows the same fields as a clinician, for a practice owner who is an administrator and also prescribes.
Reception Nothing. The column says so.

A new clinician needs all four Medicare identifiers. Without a provider number, prescriber number, HPI-I and PRODA RA number the account is refused: "A doctor needs a provider number, prescriber number, HPI-I and PRODA RA number." Editing an existing doctor is different. You can save other changes while a number is missing, and the window warns "Incomplete — Medicare claims under this doctor will be refused until all four are set."

A nurse's HPI-I and PRODA registration are what give them access to the Australian Immunisation Register. Without them, immunisations the nurse records cannot be reported (KB-079 — Record an immunisation and work the AIR backlog). They are optional so that a nurse who has not finished registering can still have an account.

One number, one person. A provider number, prescriber number, AHPRA number or HPI-I already recorded against another practitioner in your practice is refused, and the message names who holds it.

The names for the HI Service. Family name for the HI Service and Given name for the HI Service are the names the HI Service holds with the HPI-I. They may differ from the name at the top of the window. When your practice is connected to the HI Service, a new or changed HPI-I is checked against these names before it is saved, and refused if it does not validate. On an existing account the window also shows what the HI Service last said about the HPI-I, any alert raised about it, and a Check HPI-I with the HI Service button. See KB-129 — Read Settings → HI Service: the connection, the NASH certificate, and what the HI Service returned and disclosed.

AHPRA, specialty and qualifications print on scripts and referral letters. Until they are set, those documents fall back to a handwriting line.

eRx Script Exchange. eRx Entity Id is the five-character id eRx issues for the prescriber, and eRx agreement accepted is the date they accepted eRx's prescriber agreement. With the Entity Id set, new scripts by that doctor carry a barcode and are uploaded when printed. Left blank, their scripts print as paper only. See KB-128 — Is eRx working? Read Settings → eRx Script Exchange: the outbox, the certificate and who is not yet on it.

Billing & accounts (clinicians only). Leave Bills as their own entity unticked for a doctor who bills under the practice's name and ABN. Tick it for a contractor who invoices under their own, then enter the Business name and ABN. The ABN is checked when you save, because it prints on invoices.

Note: This screen holds one provider number per doctor. It has no field for a different provider number at a second location. If one of your doctors bills under a different number at another site, raise a ticket.

Change someone's details or role

  1. Find the person and choose Edit, or select their name.
  2. Change the title, name, role, phone numbers or registration details.
  3. Choose Save changes.
An existing clinician's account window: the Account facts (status, licence seat, last sign-in, created, User ID) on the left, the registration details on the right, and the account actions beside Save changes.
An existing clinician's account window: the Account facts (status, licence seat, last sign-in, created, User ID) on the left, the registration details on the right, and the account actions beside Save changes.

What to know before you change a Role:

Email cannot be changed in this window. It is the sign-in identity, and the field is greyed out. If someone's sign-in address has to change, raise a ticket.

The Account panel on an existing account shows the status, the licence seat, the last sign-in, when the account was created and the User ID. The User ID is the account's identifier in the Audit log; quote it if Support asks which account you mean.

Licence seats

Seats are for clinicians. Nurses, reception staff and administrators sign in without one, and their rows show nothing about seats. What a seat costs and how to get more are in KB-114 — Your Curaeon licence: seats, renewal, and requesting more from Settings → Practice; this is how you assign them.

On a licence with full-time seats only

On a licence with part-time seats

Full-time and part-time seats are counted separately. Curaeon does not measure hours; the difference is the price your practice pays.

Deactivate a leaver, and reactivate someone who returns

Deactivate

  1. Choose Deactivate on the person's row.
  2. Confirm. They are signed out everywhere immediately and can no longer sign in.

Their history and audit trail stay, and so does the account: it moves to the Deactivated filter with the status Disabled. A clinician's seat is freed at once. Nothing is ever deleted here, because the Audit log needs to keep naming the person who did each thing. Never hand a leaver's account to the next starter; create a new one. The full last-day list is in KB-084 — New staff onboarding and offboarding checklist.

Reactivate

  1. Choose the Deactivated filter and find the person.
  2. Choose Reactivate.

A nurse, receptionist or administrator simply comes back. A clinician comes back onto a seat. If every seat is held, Curaeon asks whether to Reactivate without a seat instead; on a licence with part-time seats it asks which seat they come back on.

Reset a password or two-factor sign-in

Both are on the person's row and in their account window. KB-032 — Reset a colleague's password or 2FA, or recover when the only administrator is locked out has the full procedure, including what to check first and what to do when the only administrator is locked out. In short:

See what someone did

Activity on a row opens the Audit log filtered to that person: what they opened, sent and changed, and their sign-ins. It is on deactivated accounts too, because questions about who opened what are often about someone who has left. To search the log further see KB-101 — Find who did what in the Audit log: kinds, Sign-ins, Exactly, Who and a bookmarkable view; to print a staff member's activity report see KB-099 — Print a staff member's activity report for an investigation or a handover.

What is recorded

Every action on this screen goes to the Audit log under your name: Staff account created, updated, deactivated and reactivated; Licence seat assigned and released; Staff password reset; and Staff two-step sign-in reset. An update records what changed, including the role before and after.

The weekly Security review lists accounts created, deactivated, reactivated and reset, and any change of role, under Changes to who may do what (KB-064 — Sign off the weekly Security review, and act on alerts and audit-log check warnings).

If that didn't work

The message says What to do
"a user with that email already exists" The address is already an account, possibly a deactivated one. Look under Deactivated and reactivate it rather than creating a second.
"that email address doesn't look right" Check the address for a typing slip.
"temporary password must be at least 12 characters" Use a longer temporary password.
"A doctor needs a provider number, prescriber number, HPI-I and PRODA RA number." Enter all four before creating a clinician. If the doctor does not have them yet, wait until they do.
A number is refused as already recorded against another practitioner The message names who holds it. Correct whichever account is wrong.
"Account saved, but the practitioner details were rejected: …" The name, role and phone numbers were saved; the registration details were not. Read the reason, fix that field, and save again.
"all 12 licensed seats are in use" (your number will differ) Release a seat from someone who does not need it, create the clinician without a seat, or request more (KB-114 — Your Curaeon licence: seats, renewal, and requesting more from Settings → Practice).
"you cannot deactivate your own account" or "you cannot release your own seat" Ask another administrator to do it.
"a name must be 100 characters or fewer" Shorten the name.
The person still cannot sign in Check their row: No seat, Disabled and Temp password each explain a refused sign-in. The Audit log's Sign-ins tab gives the exact reason (KB-101 — Find who did what in the Audit log: kinds, Sign-ins, Exactly, Who and a bookmarkable view).

Still stuck? Raise a ticket at support.curaeon.com.au or call 1300 XXX XXX. If your clinic can't see patients right now, call and choose option 1. Support is staffed Monday to Friday, 8:00–18:00 Sydney time; outside those hours a call or text to the same number is answered on a best-effort basis.