Why a user can’t log in

When a user is unable to log into their account, the likely reasons are to be...

• Wrong username

• Wrong password

  

• The user has signed up, but has not verified their account

  

• The user has signed up and verified their account, but their user is yet to be approved

  

• The user’s account has been locked

If it’s none of the above and a password reset as been done, then there may be another issue, contact [email protected] with details of the user and the description of issue seen.

User reset their own password

A user is able to reset their own password by clicking ‘Forgotten password?’ whilst on the login page. The user can then enter their email address which (if the email is a valid user address) will then be sent an email with a reset link within.

Reset user password via admin

There may be cases where the user cannot or is unable to reset their password (such as if their account is locked), to reset the password of a user from within the admin...

• Log into admin
• Navigate to Clients > Users
• Search for the user email address (which should appear as a autocomplete suggestion)
• Click on the pencil icon for that user
• Within the user edit detail you’ll see a place to generate the users password, click that or create one yourself (keeping to the required characters)