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Frequently Asked Questions

Quick answers to common questions about RAM. Members sign in at app.rescueagencymanager.com. The main rescueagencymanager.com address is the public website.

Getting Started​

How do I join an agency?​

You need an invitation from your agency administrator. Check your email for the invitation link. If you haven't received one, check spam, then contact your agency administrator.

It confirms your email address, signs you in automatically, and asks you to choose your own password. The link works for 7 days. If it has expired, ask your administrator to resend it.

Can I sign in with Google?​

Where Google sign-in is turned on, the sign-in page shows Sign in with Google. Use the Google account that has the same email address as your RAM account. It only signs you in to an existing account and never creates a new one. If the button isn't there, use your email and password.

I forgot my password. How do I reset it?​

  1. On the sign-in page, select Reset password
  2. Enter your email address
  3. Open the email and follow the link
  4. Choose a new password

What are the sections of the dashboard?​

The dashboard has three pages: Dashboard, Agency Info, and My Profile. See Dashboard Overview.

Certifications and Qualifications​

How do I add a certification?​

  1. Select Certifications in the left sidebar (it opens on My Certifications)
  2. Select Add certification
  3. Choose a record type and a template if one fits
  4. Enter the dates and upload your document
  5. Review and submit

See My Certifications.

Why can't I find my certification type?​

Your agency may need to create a certification template for it. Ask an administrator, or add it as Other.

When will I get expiration reminders?​

RAM sends reminders in the app and by email at times your agency sets. You can turn off the email reminders for yourself under My Acct. Settings by switching off Receive Certification Statuses.

Can I upload a photo of my certificate?​

Yes. PDF, JPG, PNG, HEIC, and HEIF files are accepted, up to 25 MB each.

What's the difference between a certification and a qualification?​

  • A certification is a record you hold, such as CPR or EMT
  • A qualification is a capability your agency defines, built from a set of certifications

Some qualifications are earned automatically once your certifications meet the requirements. Where your agency uses them, a Qualification requirements box on My Certifications shows what you still need.

What does "Needs changes" mean?​

An administrator reviewed your record and sent it back. Edit it to fix what they asked for and it will be reviewed again.

Activities​

How do I check in to an activity?​

Open Activities, then the Service Log tab. Ready to check in lists your upcoming activities with a Check in button (or Scan QR when a QR code is required). You can also open the activity from the calendar and select Check me in. See My Activities and Activity Calendar.

I forgot to log something I attended. What now?​

Select Log activity and choose the From Scheduled Activity tab. Activities you were invited to but haven't logged appear there. Select I attended this, adjust your times, confirm you attended, and save. For anything else, use Manual Entry.

Why can't I edit my entry?​

Entries are editable for a limited time after you create them (72 hours unless your agency changes it). They're locked once an administrator validates them, and entries from a sign-in sheet only allow notes and mileage. Ask an administrator for help.

Can I add the calendar to Google Calendar or Outlook?​

Yes. Under My Acct. Settings, in Calendar Integration, select Generate Calendar URL and follow the instructions for your calendar app.

Assets and Equipment​

Where is the gear I'm responsible for?​

Select Assets in the left sidebar. My Assets shows your personal gear and any agency assets assigned to you. Agency Assets is the agency's inventory. See Working with Assets.

Which assets need my attention?​

Your dashboard's My assets section lists items that are due or overdue, and the attention line at the top counts them.

Working Animals​

How do I see animals assigned to me?​

Look for K9 Assets in the left sidebar. See Working with Animals.

note

If you don't see it, your agency may not use the feature, or you may not be assigned as a handler.

Can the public see my animal's information?​

Yes, to anyone who scans the animal's QR code. Every animal has one, and there is no switch to turn it off. The public page shows the animal's details, emergency contacts, active medications, and medical history, plus its handler's name and email. Keep that in mind when you write medical notes. See Animal Management.

Account and Security​

How do I change my password?​

  1. Select your photo or initials, then My Acct. Settings
  2. Under Security Settings, select Change Password
  3. Enter your current password and a new one
  4. Save

What are the password requirements?​

At least 10 characters, with at least one letter and one number. It can't be entirely numeric, can't be one of your last 3 passwords, and can't be a very common password. A checklist shows your progress as you type.

How do I change my email address?​

Open My Profile, select Edit profile, then Change email. A confirmation link goes to the new address, and nothing changes until you select it.

How do I sign out other devices?​

In My Acct. Settings, under Active Sessions, select Sign out next to a session, or Sign out of other browsers. The RAM app on your phone stays signed in. To sign out a phone, select Sign out next to it under Phone app.

Why was I signed out?​

RAM signs you out after a period of inactivity. Your agency administrator sets the length, and a warning appears first.

Who can see my information?​

Members who hold View members (every member does by default) can open your profile card: email, phone numbers, address, birth date, membership details, emergency contacts, and roles. Members without it see only your name and photo in pickers. Your Digital ID card shows only what you switch on. If you turn off Share Info with Other Agencies in My Acct. Settings, your details aren't shared when you join another agency's activities.

Deleting, Archiving, and Restoring​

What does Delete mean in RAM?​

Delete moves an item to a holding place for a limited time, then it is destroyed. An administrator can restore it before then. Not every item has a holding place: deleting an entry from your service log, for example, can't be undone. You can delete your own entry while it can still be edited; Agency Admins can delete any entry.

What does Archive mean?​

Archive keeps something permanently, but read-only. Archived items stay on record and can't be edited.

I deleted something by mistake.​

Tell an administrator right away. A deleted certification waits 180 days in Archives and a deleted qualification 30 days, and both can be restored. Other items may not be recoverable.

Administrators​

Where do I find guides for running the agency?​

See the Admin Guide, starting with the Agency Setup Guide. Inviting and managing members is covered in Team Management, and access is covered in Roles & Permissions.

What does a member see in RAM?​

  • Every member, out of the box, can read the roster, team certifications, the activity calendar, the agency's asset list and storage locations, the document list, Rapid Alerts call-outs, and chat, and can manage their own profile, certifications, service log, and gear.
  • Extra Access Roles add the ability to change things: add members, edit assets, run check-in, and so on.
  • Modules such as Animal Management and Rapid Alerts show only when your agency has them.

See Roles & Permissions.

Plans and Pricing​

How much does RAM cost?​

See the pricing page at rescueagencymanager.com/pricing for current plans and prices. Administrators can see their agency's plan and renewal date under Agency, then Subscription.

Troubleshooting​

The page isn't loading correctly​

  1. Refresh the page
  2. If a blue bar says A new version of RAM is available, select it to reload
  3. Clear your browser cache or try a different browser
  4. Check your internet connection

What is the "new version available" bar?​

RAM was updated while you had it open. Nothing reloads by itself, so you won't lose work. Select the bar when you're ready, or dismiss it. It stays hidden while you have unsaved changes.

The interface looks too big (or too small) on my monitor​

RAM is built for the typical web standard of about 96 pixels per inch. On a high-density laptop screen it looks compact and crisp. On a standard external monitor the same interface can look larger. This is normal for web apps.

Adjust your browser zoom:

ResultWindows / LinuxMac
Zoom outCtrl + -Cmd + -
Zoom inCtrl + +Cmd + +
Reset to 100%Ctrl + 0Cmd + 0

Many people on standard monitors like 90%, and some on small high-density laptops prefer 110%. Your browser remembers the setting per site.

If it still doesn't look right, submit a ticket with your screen resolution, browser, and a screenshot.

I'm not receiving email notifications​

  1. Check your spam or junk folder
  2. Make sure Receive Emails is on under My Acct. Settings
  3. Confirm your email address is correct and verified
  4. Add notifications@rescueagencymanager.com to your contacts

I don't see Rapid Alerts in the left menu​

Rapid Alerts shows only when the module is on for your agency, and only for members of that agency.

  1. Check that you're signed in with your agency account, not a RAM Admin account.
  2. Refresh the page.
  3. If it's still missing, ask RAM support to check that Rapid Emergency Alerting is on for your agency.

I don't see the Call-Out tab on my phone​

The phone needs an access key linked to this phone. A key works on one device only. A key on your tablet does not cover your phone.

  1. On the phone, go to Settings and open Rapid Emergency Alerting.
  2. If you see no key there, ask an admin for a Personal access key. They create it under Rapid Alerts → Access Keys.
  3. Enter the key and tap Activate.
  4. Close the app fully and open it again. The Call-Out tab appears.

If Rapid Emergency Alerting is missing from Settings, the module is off for your agency. See the question above.

Something isn't working as expected​

Select the Support icon in the top bar and create a ticket. Say what you expected and what happened, and attach a screenshot if you can. See Getting Support.

Still Have Questions?​