Overview
This article explains why the encrypted-data error appears and the simple step another account at your facility needs to take to resolve it.
What does this error message mean?
When you open a request, you may see the following message:
"The encrypted data is currently unavailable for a short time. Please be patient and contact your Recare contact person if the problem persists."
This message means that your user account is currently not enabled to access encrypted data.
Why does this happen?
This occurs when your user account:
was newly activated,
was reactivated after a longer period of inactivity, or
had its encryption reset in the background (e.g. due to a password reset).
In these cases, encryption has to be enabled once more for your account.
How to fix it
Note: You don't need to do anything else yourself – another active account at your facility completes the enabling with a simple login.
Ask a colleague at your facility who already has an active Recare account to log in to the platform briefly.
This login automatically enables encryption for your account in the background.
Then reload the page and open the request again.
Tip: A simple login is enough – no further steps or settings are needed.
FAQs
Does the colleague have to do anything specific after logging in?
No. Logging in is enough. Encryption is enabled automatically in the background – no further steps are required.
What if nobody at my facility has an active account?
In that case, please contact your Recare contact person directly. They can help you.
How long until I have access again after my colleague logs in?
Access is usually restored immediately after the other account logs in. Reload the page once to check.
Why does a password reset reset the encryption?
For security reasons, Recare resets encryption when certain account changes occur (e.g. password reset, reactivation). A login by another active account at your facility restores access quickly and securely.