MassCANS Training – FAQ Guide
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 (recommended)
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:
1. Log in at https://masscans.ehs.state.ma.us.
2. On the homepage, select “My Account” in the left sidebar.
3. 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, not an agency. 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.
Each user should have one account and one certification key.
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 (recommended)
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. They will submit a User Request Form (URF) to deactivate your old name and activate your new one. Allow 7–10 business days for processing.
If you are in private practice or do not have an Access Administrator, contact the Virtual
Gateway directly at 1-800-421-0938. Your username will remain the same. To confirm your information has been updated, contact your Access Administrator or Virtual
Gateway Customer Service.
CANS CERTIFICATION TEST
I failed my exam. What should I do?
If you fail the certification test three times, contact the Help Desk. 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 (CE) 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 survey. 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
click 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. Collaborative of 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 education. 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 5.04. The fee is $80.
LMHC: Berkshire 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. Both ACEPs 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 does not review online training 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?
The Virtual Gateway e-CAS portal will launch the new CANS on July 20, 2026. Account data
from previous CANS training will be available in the new system. For technical questions about e-CAS forms or processes, contact:
EHS-MA-E-CAS-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 e-CAS system?
The new e-CAS system will replace the current platform used to complete the CANS
assessment. Setting up CANS in e-CAS 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 e-CAS Technical Specifications and ensure your
EHR is configured to integrate with e-CAS. 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 e-CAS rollout
approaches.
Updates on training, access instructions, and timelines will be shared as soon as they are
available.