Troubleshooting user account and login issues

When a user reports they can't log in, you can almost always diagnose the cause by checking their Person record. This guide will help you find the root cause and give you the steps to fix it.

Step 1: Find the person record

All troubleshooting starts here.

1. Navigate to Contacts > People.
2. Search for the user by their name or email address.
3. If no record is found, add one and .
4. If you find duplicate records for the same person, merge them before continuing.

Step 2: Check the user account status

Open the single, correct person record. In the User Account section, look for an "Invited" label. This one check will tell you which of the two paths below to follow.

Step 3 (Path A): The account status is "Invited"

This is an account creation problem, not a login problem. It means the user was invited but never clicked the confirmation link to set their password.

• Common Error: The user may be trying to use the "Reset password" link, which will fail because the account isn't active.

  Solution: You must send a new invitation.

  1. On their person record, find the User Account with the "Invited" label.
  2. Click the action menu (...) and select "Delete".
  3. Once deleted, the "Invite" button will reappear on the record. Click "Invite" to send a new confirmation email.
  4. Tell your user to check their inbox (and spam folder) for the new invitation link.

What if invitation emails aren't being received? If many users aren't receiving invitations (especially to BT Internet or Hotmail addresses), it may be related to your custom sending domain. Go to Settings > Organisation to see if you have one set up. If you do, please contact us to check that your validation records are configured correctly.

Step 4 (Path B): The account status is Active (No "Invited" label)

If there is no "Invited" label, the account is active. This is a classic login problem that you and the user can solve.

First, as the admin, check the login email:

• A person record can have multiple emails. On their record, click the User Account to see which exact email is tied to their login.
• If the user is trying to log in with a different email, inform them of the correct one.
• To change the login email, you must first add the new email to their contact record. Then, use the action menu (...) on the User Account and select "Email address" to re-assign it.

If the email is correct, guide your user through these two steps:

1. Manually Type Credentials: Ask the user to manually type their full email and password. Browser auto-fill or password managers often save old, incorrect passwords, which is the most common cause of login failure.
2. Use an Incognito/Private Window: If manual typing fails (especially right after a password reset), the browser's cache is the likely culprit. Ask the user to open a new Incognito or Private window and try logging in there. If this works, the permanent fix is for them to clear their browser's cache.

Step 5: Still stuck? How to escalate to support

If you have confirmed the account is Active and your user has tried all the steps above (correct email, manual typing, and an incognito window) and is still locked out, please contact us.

To help us investigate, please send:

• The email address of the user.
• A screenshot of the exact error message they are seeing.
• Confirmation that you've been through this troubleshooting guide.