CANS Training and Certification Exam FAQs
USERNAMES / PASSWORDS / LOGINS
ACCESSING ACCOUNT
CREATING MY ACCOUNT
VIRTUAL GATEWAY
CANS CERTIFICATION TEST
NEW CANS
USERNAMES / PASSWORDS / LOGINS
- I forgot my username and/or password.
Below are the steps to recover your CANS Training username or reset your password.
Please note we cannot view passwords.
If you forgot your username:
- Select “Forgot Username” on the login page.
- Enter your email address and last name.
- Click Submit.
- Answer the security question when prompted.
Your username will be emailed to the address currently listed in your MassCANS Training record.
If you forgot your password:
- Select “Forgot Password” on the login page.
- Enter your username and click Submit.
- Answer the security question.
- Create and confirm your new password, then click Submit.
If you cannot answer the security question, select “Reset Password.”
You will receive an email with instructions to create a new password and will then be returned to the MassCANS Training homepage.
- I cannot answer the security question associated with my login.
Select the “Reset Password” option.
You will receive an email with instructions to create a new password and will then return to the MassCANS Training homepage.
- I no longer work for the agency listed on my account. How do I update my information?
If you need to update your agency affiliation, please contact us (MassCans@umassmed.edu).
For other changes, use the “Edit Profile” button in your account.
- Should I create a new account if I forget my login information or change agencies?
No. Previously certified clinicians should not create a new CANS Training account.
Multiple accounts create multiple certification keys, which can cause issues in the Virtual Gateway.
Each user should have:
- One CANS Training account
- One certification key attached to their name, not their agency
If you are having trouble with your certification key, try entering it into the Virtual Gateway again, it often works on the second attempt.
For password help, see the “password reset” information above.
- I work for two agencies. Do I need two CANS accounts?
No. Even if you work for multiple agencies, you should maintain one CANS Training account and one certification key.
Your certification key is tied to your name, not your employer.
ACCESSING ACCOUNT
- I have not received my Virtual Gateway login.
The CANS Help Desk manages training and certification only.
We cannot assist with Virtual Gateway login issues.
For support, contact Virtual Gateway Customer Service:
Phone:
1-800-421-0938
Email:
virtualgatewayCBHI@state.ma.us
- I was certified long ago and want to recertify, but I don’t remember my login, email, or username.
Please contact the Help Desk (
MassCans@umassmed.edu
) for assistance. We can reconnect you to your original account.
- I cannot find my certification key.
To view your certification key:
- Log in at https://masscans.ehs.state.ma.us.
- On the homepage, select “My Account” in the left sidebar.
- Select “My Certification.”
Your certification key will appear on the next screen. You can print or save it as a PDF for your records.
CREATING MY ACCOUNT
- What should I enter under “Organization” if I am not currently a practicing clinician?
Accounts are tied to
your name
If you are not yet practicing:
- Enter the highest degree you have earned.
- Enter the age range of youth you expect to work with.
Other fields can be updated later as your role changes.
- I entered incorrect information when creating my account.
Please contact the Help Desk (
MassCans@umassmed.edu
) and we can update your information.
- I accidentally created two accounts because I forgot my old login.
Please contact us (
MassCans@umassmed.edu
) so we can archive the duplicate account.
Multiple accounts create multiple certification keys and may cause issues in the Virtual Gateway.
one
one
- I am located out of state but work for an agency serving youth in Massachusetts. How do I get certified?
Clinicians and students who provide services to Massachusetts youth receiving MassHealth are eligible for CANS certification, even if they live out of state.
Out-of-state accounts must be
approved by our team
MassCans@umassmed.edu
) before training can begin.
Certification keys are valid
only
in the MassHealth CANS portal.
Create your CANS Training account and notify us once it is set up so we can approve it.
VIRTUAL GATEWAY
- I am having trouble accessing the Virtual Gateway to enter client information. I have my certification key.
We do not have access to the Virtual Gateway.
For assistance, contact Virtual Gateway Customer Service:
Phone:
1-800-421-0938
Email:
virtualgatewayCBHI@state.ma.us
Let them know your certification key has been verified.
- My name has changed. How do I update it in the Virtual Gateway?
Contact your organization’s
VG Access Administrator
User Request Form (URF)
to deactivate your old name and activate your new one.
7–10 business days
If you are in private practice or do not have an Access Administrator, contact the Virtual Gateway directly at
1-800-421-0938
username
To confirm your information has been updated, contact your Access Administrator or Virtual Gateway Customer Service.
CANS CERTIFICATION TEST
- Why don’t I need to retest for recertification anymore?
The requirement to complete CANS assessments at assigned intervals
has not changed
temporarily suspended the recertification testing requirement
for currently certified assessors due to upcoming system and training updates.
New clinicians must still complete training and certification before conducting CANS assessments.
- I failed my exam. What should I do?
If you fail the certification test
three times
We will reset your account, giving you
three additional attempts
Before retesting
:
- Complete the full training.
- Consider reviewing the CANS User Guide during the exam.
- If you need additional support, a CANS Consultant is available upon request (MassCans@umassmed.edu).
- How do I get CEs for the CANS certification training?
To obtain Continuing Education credits following completion of training, you must first pass the CANS Certification exam and complete the on-line evaluation survey after the exam.
Please note that you will have up to 90 days to apply for credits, however you will NOT be able to return to this survey1.
The survey is required for Continuing Education credits, so it is important that if you anticipate applying for credits you must complete this survey. To obtain
clik here
. You may obtain Continuing Education credits one time per licensure period.
Social Work: This program has been approved for 8 Social Work Continuing Education hours for re-licensure, in accordance with 258
CMR
NASW
and the Boston College and Simmons Schools of Social Work Authorization Number D71602. 8 CEs are approved, the fee is $80.
Marriage and Family Therapists: This activity has been certified by NEAFAST on behalf of the Massachusetts Board of Registration of Allied Mental Health & Human Services Professions, for LMFT professional continuing educatoin. Certification #PC-040266. The fee is $80.
Nursing: This program meets the requirements for 8 nursing contact hours as specified by the Massachusetts Board of Registration in Nursing - 244
CMR
LMHC
AHEC
ACEP
No. 5585, and University of Massachusetts Medical School,
ACEP
No. 6842, are co-sponsors of this program. This co-sponsorship has been approved by
NBCC
ACEP
s are responsible for this program, including the awarding of
NBCC
credit. 8 CEs are approved; the fee is $80.
Substance Abuse Counselors: The Massachusetts Board of Substance Abuse Counselor Certification do not review online trainings but will accept credits approved by another Board, such as the NASW MA. Credits have been approved by the Collaborative of NASW and the Boston College and Simmons Schools of Social Work, in accordance with 258 CMR and a certificate is available for substance abuse counselors, with the NASW MA approval of 8 continuing education hours. The fee is $80.
Psychologists: CEs for psychologists are provided by The Spiritual Competency Academy (SCA) which is co-sponsoring this program. The Spiritual Competency Academy is approved by the American Psychological Association to sponsor continuing education for psychologists. The Spiritual Competency Academy maintains responsibility for the program and its content. For questions about receiving your Certificate of Attendance, contact BerkshireAHEC (hbruno@berkshireahec.org). For questions about CE, contact Spiritual Competency Academy at www.spiritualcompetencyacademy.com . The fee is: $115 for 8 credits of Psychology.
NEW CANS
- What is the timeline for the new version of the CANS?
There is currently
no official release date
for the updated CANS training or certification exam.
The rollout timeline for the new
eCAS system
has also not been released. Updates will be shared as they become available.
For technical questions about eCAS forms or processes, contact:
EHS-MA-ECAS-IT@mass.gov
You may also contact Virtual Gateway Customer Service for guidance:
Phone:
1-800-421-0938
Email:
virtualgatewayCBHI@state.ma.us
- Who can answer questions about the content of the new CANS assessment?
Questions about the new assessment should be directed to
CBHI
Contact Virtual Gateway Customer Service at
800-421-0938
and request to be transferred to CBHI. You may also email
CANS-CBHI@state.ma.us
- How do I set up CANS in the new eCAS system?
The new eCAS system will replace the current platform used to complete the CANS assessment. Setting up CANS in eCAS depends on whether your agency uses an internal EHR system or relies on the Virtual Gateway:
- If your agency uses its own EHR:
Your technical team must review the eCAS Technical Specifications and ensure your EHR is configured to integrate with eCAS. This may involve updating data pathways, adjusting workflows, or completing new interface development. All technical questions should be directed to EHS-MA-ECAS-IT@mass.gov.
- If your agency does not use an internal EHR:
You will continue accessing CANS through the Virtual Gateway until further instructions are released. MassHealth will provide additional guidance as the eCAS rollout approaches.