Account Migration FAQ

The Frequently Asked Questions will answer some of the most common questions and help with login problems.

When will my account be migrated?

Your Service Administrator will receive an email with the migration date prior to user accounts being migrated. This migration process will only happen once for each user’s account, so when your account is migrated for one Service, it will also be migrated for all Services that you belong to.

Why are user's being migrated to ZOLL Online? Why is my account being migrated/linked?

The ZOLL Online authentication management tools provide enhanced features that will benefit our customers. As part of this process, we are creating new ZOLL Online accounts for all of our ZOLL emsCharts users. This new account will use the credentials that you’re currently using in emsCharts. If you have a pre-existing ZOLL Online account, you will have the option to link your migrated account with your account so you can use one account for both platforms.

What is SSO?

SSO stands for Single Sign-On. Users will be able to use a single sign-on credential to access both emsCharts and ZOLL Online.

Do I need to install any additional software on agency/personal devices?

No.

How will security change with my emsCharts account being migrated/linked?

The transition will improve security by providing enhanced capabilities. In the future, Services can utilize Multi-Factor Authentication and Federated Login. More information will be coming soon on these features.

Prior to the migration of your Service, make sure the following URLs are whitelisted on your firewall:

  • *.emscharts.com

  • zollonline.com

  • *.okta.com

I used the wrong email address when adding a new user to my ZOLL Online migrated Service!

If you added a new user to your Service User Roster and used the wrong email address, the email address can be changed by ZOLL Support before the user account has been activated. Please open a case with ZOLL Support for assistance updating the user email prior to account activation.

The account activation occurs when the new user has finished the process of logging into ZOLL Online, resetting their password, and then logging into emsCharts and creating a PIN in their Security Settings. If the user has already performed these steps, the account will be activated and the email address cannot be changed. In this case, you will need to delete that user account and create a new one with the correct email address.

I'm not getting the password reset email

If you requested a password reset and are not receiving the email, check your spam filter for an email from 'donotreply@zollonline.com' or 'noreply@emscharts.com'.

Help! I'm having problems logging in

I'm seeing an error about not belonging to a Service in emsCharts!

This error usually only affects users who had an existing ZOLL Online account when their emsCharts account was migrated, and their emsCharts account has not be linked to their existing ZOLL Online account. In this scenario, there are two main causes of this error:

  • You were already logged into ZOLL Online before attempting to login to emsCharts.

  • The wrong account is being used when attempting to login to emsCharts. This can happen when you are using a password management tool, or your browser has cached an incorrect login for either ZOLL Online or emsCharts.

Linking your migrated emsCharts account to your existing ZOLL Online account should resolve these login errors for future attempts, but you may still need to follow the steps below after linking your accounts. If you do not want to link your accounts, make sure you are using the same emsCharts username and password you were using before being migrated (unless you changed your password after the migration). If you are using a password management tool, we recommend adding your emsCharts username and password as an option for https://www.zollonline.com. If you continue to experience this error, try the following steps:

  1. Log out of both emsCharts and ZOLL Online.

  2. Clear your browser cache. The process to clear your cache depends on the web browser you are using. This article explains how to do it in Chrome.

  3. Try logging back into emsCharts. Do not login to ZOLL Online until you have successfully logged into emsCharts first.

I'm not able to log into the product

We recommend logging out of the product, clearing your browser cache, and then try logging back in. The process to clear your cache depends on the web browser you are using. This article explains how to do it in Chrome.

I can't see my ZOLL Online products

The emsCharts account migration creates a new ZOLL Online account that is not associated with your existing ZOLL Online account. Make sure you are logging into ZOLL Online using the appropriate login that is different from your emsCharts credentials. If you have a pre-existing ZOLL Online account, learn how to link it to your migrated emsCharts account so you can use one account for both platforms.

I can't access the new login page

Since the new login process uses ZOLL Online for authentication, make sure the following URLs are whitelisted on your firewall:

  • *.emscharts.com

  • zollonline.com

  • *.okta.com

My emsCharts account was migrated but I still have a different account for ZOLL Online

More than likely your pre-existing ZOLL Online account has not yet been linked with your migrated emsCharts account. Read through the Users with an Existing ZOLL Online Account page for more information and steps to link the accounts so you can use one account for both platforms.