FAQs

We understand this limitation can be frustrating, but we’ve disabled contact deletion to protect your data integrity. Here’s why:

Contacts are the foundation of your Flourish system, and deleting them can create serious data problems. When a contact is removed improperly, it can leave behind “orphaned records” – data that’s no longer connected to anyone, making it impossible to track what originally belonged to whom. Additionally, accidental deletions are extremely difficult to restore accurately. 

• Merge Duplicate Records
• If you’re trying to remove a duplicate contact, merging records is usually the better solution. This preserves all your data while cleaning up your contact list. You can follow this tutorial to learn how to merge records. 
• Contact Our Support Team 
• For situations where merging isn’t appropriate, our Flourish support team can help. We can safely remove contacts while carefully managing any associated records to prevent data loss. Simply submit a Support Ticket and we’ll handle it for you. 

This policy helps ensure your valuable contact data stays organized and accessible. We appreciate your understanding! 

We’ve restricted record deletion to users with higher permissions to protect your valuable data. Over the years, we’ve seen situations where large amounts of important information were accidentally deleted—and unfortunately, this isn’t always something we can recover.

How to enable deletion if needed:

You can adjust these permissions for Data Entry and Reachout roles under Admin > Roles if your organization needs this functionality. While we don’t currently have a tutorial for this process, our support team is happy to walk you through it.

Important considerations before making changes:

• You assume full responsibility for any data loss that may occur
• Data recovery isn’t guaranteed and can be complex or impossible in some cases
• Recovery services are billable – restoration can require hours of specialized work, which we charge for at our standard rates

Our recommendation:

Based on years of experience, we’ve found that shared accounts with deletion privileges often lead to accidental mass deletions. For the best protection, we recommend assigning delete permissions only to individual accounts rather than shared logins.

This approach has proven effective at preventing costly data loss while still giving you the flexibility to customize permissions when truly needed. 

All functionality related to Clinical Information and Admin Information are limited to users with Manager or Admin level permissions.

This restriction is in place to ensure HIPAA compliance and protect sensitive information. Clinical and administrative data should only be accessible to staff members who need it to perform their job duties—this is a core requirement of HIPAA’s “minimum necessary” standard.

Current access levels:

• Member accounts: Cannot access clinical or admin information by default
• Manager and Admin accounts: Have full access to enter, view, and edit this information

If you need to change these permissions:

While we cannot recommend altering these default settings, you do have the option to modify user permissions if your organization’s policies allow it. Please note that any changes to these permissions would be your organization’s responsibility to ensure continued HIPAA compliance.

For liability reasons, we’re unable to provide guidance on modifying these particular permission settings.

To access this information: Simply log in with your Manager or Admin account credentials.

This system helps protect both your members’ privacy and your organization’s HIPAA compliance status. 

We designed Flourish to serve clubhouses nationwide, and each organization has unique needs and terminology. Rather than trying to predict every possible dropdown option, we’ve built the system to be fully customizable by you.

The good news: You have complete control over your dropdown lists and can easily add, edit, or remove options to match your clubhouse’s specific requirements.

How to customize your dropdowns:
Follow our step-by-step tutorial: How to Create/Edit Dropdowns 

We’ve upgraded our reporting system! The old built-in reports have been replaced with Insights – a more powerful and reliable reporting tool.

Why the change?
The previous reporting system was unreliable and often didn’t work as expected. Insights provides more robust, accurate reporting that better serves your needs.

What to do now:

Step 1: Try Insights
Check out our Insights reports to see if they meet your reporting needs. We’re constantly adding new report types, so you might find exactly what you’re looking for.

Step 2: Need modifications?
If our current Insights reports are close but need some tweaks, submit a support ticket. We can often customize existing reports to better fit your requirements. Don’t forget to ask us about our custom Billing Report!

Step 3: Need something completely new?
If none of our current reports work for you, let us know through a support ticket. We can often build new reports based on your Flourish data. Development time varies depending on complexity.

Pricing for custom reports:

• General reports that other clubhouses could use: No additional charge
• Highly customized reports specific to your organization: May incur development fees
• Billing reports: We have a hidden billing report template that we can customize for your needs at no charge

Still want the old reports?
If you absolutely need to access the legacy reporting system, add this to the end of your Flourish URL: index.php?module=AOR_Reports&action=index

Important: Legacy reports are no longer supported. We cannot provide training or build new reports in the old system.  

When you’re experiencing issues with Flourish, the most common cause is browser cache problems. Before contacting support, try these quick troubleshooting steps that often resolve the issue immediately.

First step: Clear your browser cache
Browser cache issues account for the majority of unexpected behavior in Flourish. This is something that needs to be fixed on your end rather than ours, but it’s usually a quick solution. 

Need help with troubleshooting?
Check out our comprehensive guide: Troubleshooting: Flourish is not behaving as intended? Try this First! 

This tutorial helps you determine whether the issue is on your end (browser, cache, computer-specific) or something we need to fix on our end. 

Still having problems?
If you’ve tried the troubleshooting steps and are still experiencing issues, then it’s time to contact our support team. Having completed these steps first helps us provide faster, more targeted assistance. To contact us please fille out a Support Ticket . 

This issue almost always happens for one specific reason: multiple logins with the same username.

What’s happening:
Flourish automatically performs a “soft logout” when the same user account is logged in from multiple locations simultaneously. This is a built-in security feature that we can’t override. While you may appear to still be logged in, you’ll lose the ability to save records and access most database functions.

When does this happen?

• Sometimes 2 simultaneous logins work, but not consistently
• 3 or more simultaneous logins will definitely cause problems
• The first person who logged in is usually the one who experiences the issues

The solution:
Take advantage of Flourish’s unlimited user accounts. We recommend creating a unique username for each computer or workstation in your organization.

Example setup:

• Computer 1: dataentry1
• Computer 2: dataentry2
• Front desk: frontdesk1

This way, each workstation has its own dedicated login, eliminating conflicts and ensuring smooth operation for everyone.

Quick fix for right now:
Make sure only one person is logged in with your current username, then try saving again. 

While we work hard to keep Flourish running smoothly, we know technical issues can still pop up from time to time. When they do, we’re here to help! Our team is committed to resolving your issue as quickly as possible, often within our specified turnaround times or sooner.

To request tech support:

1. Please try these quick troubleshooting steps first. Follow the steps in this tutorial to clear your browser’s cache—this often resolves common issues and helps us pinpoint the root cause if further support is needed. 
2. Visit our Support Request page and submit a ticket .
3. Select “Tech Support” from the dropdown menu.
4. Specify your platform. Let us know whether you need support with Flourish (data entry) or Insights (reports).
5. Complete all required fields. Please ensure every required field is filled out completely. After clicking submit, you should be directed to a confirmation page—if you don’t see this confirmation page, your request wasn’t submitted successfully and you’ll need to try again.
6. Complete as many optional fields as possible. The more information you give us the better head start we have at solving your issue. 
7. We’ll keep you updated. A member of our team will notify you once we’ve started working on your ticket and again when we’ve found a resolution. 

A gentle request for kindness: We know tech issues are frustrating—we’ve all dealt with unhelpful support elsewhere. We strive to be different. The Flourish team is a small group of Clubhouse people just like you who understand how roadblocks can impact your Work Ordered Day. Kindness helps keep everyone’s day from getting derailed and lets us all do our best work together. 

We’re happy to provide personalized training sessions through our Flourish Support Team! We offer on-demand training by request to optimize everyone’s time—this way, you receive focused training on exactly what you need without sitting through topics that aren’t relevant to your organization.

To request training:

1. Start with our knowledge base. Please take some time to explore our Knowldege Base first, as many questions can be answered there.
2. Submit a support ticket. If you still need assistance, visit our Support Page and fill out a ticket.
3. Select “Training Request” from the dropdown menu.
4. Provide your availability. Choose 2-3 dates that work well for your organization.
5. Complete all required fields. Please ensure every required field is filled out completely. After clicking submit, you should be directed to a confirmation page—if you don’t see this confirmation page, your request wasn’t submitted successfully and you’ll need to try again.
6. We’ll follow up via email to schedule your training session on one of your selected dates.

We look forward to helping you get the most out of Flourish! 

Just like snowflakes, no two Clubhouses are entirely identical! Flourish is designed to be customizable to meet the unique needs of your individual Clubhouse. While we’ve built the base product to serve as many Clubhouses as possible, we fully expect you’ll want to make some adjustments to fit your specific Work Ordered Day.

To request customizations:

1. Explore our Knowledge Base first. Most customizations are self-service and can be handled on your end, so it’s worth checking there before reaching out.
2. Submit a support request. If you still need assistance, please visit our Request Support page and fill out a ticket.
3. Select “Customization Request” from the dropdown menu.
4. Provide your availability. Choose 2-3 dates that work for you to meet with our team and discuss your unique customization needs.
5. Complete all required fields. Please ensure every required field is filled out completely. After clicking submit, you should be directed to a confirmation page—if you don’t see this confirmation page, your request wasn’t submitted successfully and you’ll need to try again.
6. We’ll follow up via email to schedule a chat about your needs on one of your selected dates.

We’re excited to help make Flourish work perfectly for your Clubhouse! 

We love it when Flourish users have ideas that can make Flourish even better! Flourish was designed for Clubhouses by a Clubhouse, and most of our best innovations have come directly from member and staff feedback like yours.

To request a new feature:

1. Visit our Request Support page to submit a ticket.
2. Select “Feature Request” from the dropdown menu.
3. Describe your idea in detail. Tell us about the feature you’d like to see—the more specifics you can provide, the better we can understand your vision.
4. Complete all required fields. Please ensure every required field is filled out completely. After clicking submit, you should be directed to a confirmation page—if you don’t see this confirmation page, your request wasn’t submitted successfully and you’ll need to try again.

While we can’t promise that every request will make it into Flourish, we’re always looking for the next innovation that will help improve everyone’s Work Ordered Day! 

Flourish is proudly located in San Antonio, Texas, right above the San Antonio Clubhouse! Our close connection to the Clubhouse community keeps us grounded in the day-to-day realities of the organizations we serve and helps ensure we’re always building solutions that truly meet your needs. 

The Flourish Team operates in the Central Time Zone. This helps when you’re scheduling training sessions, meetings, or wondering when you might hear back from us on support requests! 

The Flourish Team is generally available between 9am and 4pm Central Time. If you need to schedule a meeting outside of those hours, please contact us directly—we can usually accommodate these requests with enough advance notice.

Oops! We know we’re definitely guilty of this from time to time and we apologize for any frustrations. As a small team, we’re often in meetings or deep in project work when calls come in, which means we can’t always get to the phone right away.

Here’s why we encourage other contact methods:

Phone calls are actually the least efficient way to reach us. Even when we do connect by phone, we’ll typically still ask you to submit a ticket for your request. This benefits everyone—it creates a paper trail of your requests, helps us track what’s still pending, and ensures no details get lost along the way.

Better ways to reach us:

• Submit a support ticket (our fastest option): When you use our support form, our entire team is immediately notified through our internal messaging system, giving you the quickest response time possible.
  Emergency situations should always be communicated via this option!
• Email us directly: For non-support requests, you can reach us at support@clubhousedata.org. We check this email several times throughout the day and will respond as soon as possible.

We promise we’re not trying to ignore you—we just want to make sure you get the best, most efficient help possible!