The Virtual Gateway identified these as the top five reasons why CANS users 
call the VG Helpdesk and the CANS Training Program Helpdesk.

Issue
Cannot log into Virtual
Gateway (VG)
Definition/Cause
Lost or forgot Username or password to the VG
Solution/Workaround
To retrieve password, click here.
To retrieve username, please call VG customer service.
Resources and Links
Monday-Friday 8:30 A.M.-5:00P.M.  
800-421-0938 (Voice) 
617-847-6578 (TTY for those will complete or partial loss of hearing)

Issue
Cannot log into CANS Training Program Web site
Definition/Cause
Lost or forgot username/password to CANS Training Program Web site
Solution/Workaround
To retrieve password, click here.
To retrieve username, click here.
Or, visit the UMass CANS Training Program Web site at  https://masscans.ehs.state.ma.us.
Resources and Links
Call 1-508-856-1016 for Mass CANS Training Program.
E-mail: Mass.CANS@umassmed.edu

Issue
Trouble with faxing the CANS consent form
Definition/Cause
A CANS user may mistakenly use his or her organization’s fax cover sheet when faxing a 
CANS consent form. The software that MassHealth uses to manage faxed consent forms 
CANNOT read your organization’s fax cover sheet. If you try to fax a CANS consent using
your organization’s coversheet, that consent form will not be registered.
Solution/Workaround
You must use the fax cover sheet that you can print out from the CBHI application. It 
will automatically print out with member and provider information on it. You must fax 
the CANS consent form with this cover sheet to MassHealth at 617-887-8708.
Resources and Links
See CBHI CANS Consent Faxing Guide for instructions on managing consent and printing a
cover sheet. You can also find this information on page 5 of the CBHI Data Entry 
Operator Reference Guide.

Issue
How do I get recertified to use the CANS?
Definition/Cause
Certification is valid for 24 months. 
Solution/Workaround
Six weeks before certification expiration, you will receive an e-mail notice of pending
expiration. Upon receipt of this e-mail, you must log into the Mass CANS Training Web 
site with your existing username and password to access the certification exam.
Resources and Links
For information on recertification, check the UMass CANS Training Program Web site.

Issue
I lost my CANS training certification key.
Definition/Cause
None
Solution/Workaround
To retrieve your Certification Key, select "Edit my Information" from the CANS Training
Menu located on the right side of the CANS Training Program home page. 
Resources and Links
UMass CANS Training Program Web site--you will have to log in with your username and password.
	

Last updated 4.11.2012