SCRAM TouchPoint

Frequently Asked Questions

SCRAM TouchPoint Frequently Asked Questions:

1. How does the client install the SCRAM TouchPoint mobile application?
  1. Download the free SCRAM TouchPoint app from the Apple App Store or the Google Play store.
  2. Access your email account. You will receive an email from SCRAM Systems. The email will ask you to verify your email address by selecting the Verify Email button.
  3. Password Setup: You may have been given a temporary password to access the application during your appointment. If not, select the Don’t remember your password? link on the login screen in the app. You will receive an email to change/reset your password. When creating your password, ensure all password requirements are met.
    1. At least 8 characters in length.
    2. Contain at least 3 of the following 4 types of characters.
    3. Lower case letters (a-z)
    4. Upper case letters (A-Z)
    5. Numbers (i.e. 0-9)
    6. Special characters (e.g. !@#$%^&*)

You are now ready to open the app on your phone.

2. The TouchPoint App will not install on my (client’s) phone.
  1. Is the client’s smartphone listed on the recommended and compatible phones list?
  2. Is the smartphone’s Operating System compatible with the TouchPoint app?
  3. Can the client use a different phone?
3. How do I determine if a client’s cell phone is supported?
  1. Check it against the list of Supported Smartphones.
  2. Make sure the phone’s Operating System is compatible with the TouchPoint app.
4. The TouchPoint app launches but the ‘Sign In’ button opens a blank page

The TouchPoint app opens a browser window for sign-in, but it only works with the Google Chrome and Safari web browsers. Confirm the smartphone’s default web browser is Google Chrome on an Android device and Safari on an iOS device. If it is not…

5. How do I help a client that has been locked out of the TouchPoint application?

If the client has been locked out due to failed login attempts (username/password do not match), have the client follow these steps:

  1. Uninstall the TouchPoint application.
  2. Reinstall the TouchPoint application.
  3. Before the client signs into the application, have the client select the ‘Don’t Remember your Password’ link and create a new password.
  4. Sign into the application.
6. How do I change my password / I forgot my password?
  1. Open the TouchPoint App on compatible smartphone
  2. Tap the Sign In link
  3. Tap the Don’t remember your password? link
  4. Client will receive an email with a link to reset their password.
7. The TouchPoint App is Freezing/Locking up.
  1. Force stop the app and restart. Verify app is working correctly, if not proceed to step 2
  2. (For Android) Clear the app cache and memory. Verify app is working correctly, if not proceed to step 3
  3. Uninstall the TouchPoint App and then Re-Install. Verify app is working correctly, if not proceed to step 4
  4. Client will receive an email with a link to reset their password.
8. How can I help a client who cannot load the SCRAM TouchPoint application?

In the unlikely event that a client cannot load SCRAM TouchPoint, direct the client to perform these steps:

  1. Uninstall the TouchPoint application.
  2. Reinstall the TouchPoint application (use Wi-Fi if possible)
  3. Have the client sign into the application using their username and password.
9. Why does SCRAM Optix display a missed Check-In and a Passed Check-In for the same day?

If the client did not complete a scheduled Check-In in the allotted window and then completed a Check-In later in the same day, SCRAM Optix will show a missed Check-In and a completed Check-In.

10. What information do I need to obtain prior to contacting Customer Service for a SCRAM TouchPoint issue?

Having the below information available when contacting Customer Service will assist the agent with troubleshooting the issue.

  • The clients name.
  • The type of phone being used.
  • The operating system (OS) on the phone.
  • Is the officer or client experiencing the issue?
  • When did the issue start?
  • Any available screenshots.
  • The troubleshooting steps that have already been tried.