Frequently Asked Questions on VIVÉ
VASC/Tickets
How do I submit a ticket?
To Submit a ticket, access the ticketing module tab located in the Program Tools tab on the Top Menu. To submit a ticket, select the “New Ticket” button and fill out the prompted form. To get a more in-depth step by step explanation access the Ticketing Module guide in our knowledge base.
If I have inaccurate migrated data, who should I contact?
You should submit a ticket via the Ticketing Module which is located within Program Tools. Set the ticket’s category to Data Issue.
How long will it take to get a response from the VASC team?
Responses vary depending upon the complexity of the issue. Every ticket will receive a response by the end of the day. However, the resolution may take more than a day.
What is VASC/ App support?
VASC stands for VIVE Application Support Center. This team includes ticketing agents who respond to all VIVE support questions and troubleshoot any data issues that arise.
Log- In
Why am I receiving a “single sign on error” when I try to log into VIVÉ?
This message means NYC.ID and VIVÉ are out of sync. Have your Program Administrator confirm that your user account is set up, and you are using the same email address for both services.
What should I do if I can’t log in?
Contact your Program Administrator to confirm you have an account within VIVÉ and that the username listed within VIVÉ is the same as the one you are using with NYC.ID. If they are, then you may need to click on the Forgot Password link on the NYC.ID login page.
Where can I access the link to VIVÉ log in page?
You may access the VIVÉ log in link through this Link.
How do I get access to another program as an admin?
Contact the admin for the specific program. The admin can associate you to that program and assign your role. For more information, visit the Admin Tools reference guide.
Why are active clients in PeerPlace showing up as inactive in VIVÉ?
This is because there is closing information within the Peerplace profile on that client. This client would need to be enrolled in your program to become active.
Why haven’t I received an email response after filling out the NYC.ID form?
First check your spam/junk folder. If not found there, click on the Forgot Password link on the NYC.ID login page. If you still do not receive a response from NYC.ID create a new NYC.ID using your work email address. Visit the NYC.ID Login guide for more information.
Client Related
Why doesn’t a client appear when adding them to an event?
A key benefit of VIVÉ is its focus on data integrity. In this case, a client must have been enrolled and signed-up for an event before a unit entry can be made.
For example, if a new client arrived and attended events on Friday. You completed the data entry on Monday. It is important that during the data entry you set the enrollment and sign-up dates for Monday. However, if you set the dates for Monday, you would not be able to enter a unit for Friday as it would be before the enrollment and sign-up date.
If a client is enrolled in multiple programs do, they have the same QR code or a unique one for each one?
Each client has a unique QR Code. It can be used at any program. Visit the QR Code guide for more information.
When searching for clients, how do we check if they’re enrolled in our program if they have a common first and last name?
This is an enhancement we are working on.
How do you enter a client?
Go to client search and type in your new clients’ names, select search. You will be prompted to ensure your client is not a duplicate. Once you select yes, you can then select “New Client”. From there fill in all needed information. Visit Client Search guide for more information.
Additional Questions
Will there be any additional in-person trainings?
We’ll be offering additional trainings in the new year. We’re actively tracking training requests and any known system issues to help us plan the right sessions.
Is it possible to edit the dates of events that have already been entered?
Currently it is not possible to edit the dates of events. However, this is a consideration for an enhancement.
What should we do if we are missing data from Peer place?
Kindly submit a ticket via the Ticketing Module within Program Tools. Include as much information as possible, such as Client ID. Visit the Ticketing Module guide for more in
How can I correct the date in the units tab?
You cannot edit a date after the fact; you must void the unit entry and re-enter it manually. Visit the Unit Entry guide for more information.
Why are some of the features on the top bar missing?
This is likely because the size of your tab is not large enough to accommodate every feature to be listed out. To access all available features, select the “More” button on the right.
How can I access training guides?
We have guides available on our knowledgebase, you can access via this link