Troubleshoot sign-in issues
When users reach out with sign-in issues, it's helpful to answer the following questions.
-
While logged in as an administrator, go to Site, Users, All Users.
-
Search for the user by typing their name or email address.
-
Select a user to view their user profile.
If you cannot locate the user, they may not have an account. Ask your user to sign up (local or whitelist (allowlist) authentication) or sign in (SSO authentication) again. If they still cannot access the system — and you still cannot find an account under their name or email address — contact Customer Support.
Certain authentication strategies require users to activate their account via an invitation or confirmation link. For more details, see User authentication.
Ask your user if they have received an invitation or confirmation email. Also ask them to check their spam or trash folder.
If your user didn't receive an email or the link didn't work, check their user account for a invitation or confirmation URL:
-
Go to Site, Users, All Users.
-
On a user record, select View.
-
On the Edit tab, look for an invitation or confirmation URL.
-
Copy the URL and send it to the user.
To determine whether the user has previously set a password or accessed the system:
-
Go to Site, Users, All Users.
-
On a user record, select View.
-
Select the System tab to view the following information:
-
Sign In Count or Last Sign In Date: Useful for determining if the user has signed in before (any number other than 0)
-
Failed Attempts: After a high number of failed login attempts, the user will be locked out for a short period of time.
-
Locked Date: Displays the date that the user was intentionally locked out of the system. Locked accounts are re-opened after a short period of time.
-
Password Set?: If No, the user has not created a password yet. If Yes, tell your user to select the Trouble signing in? link to reset their password.
-
Roles: Indicates which portals this account can access. If you do not see the appropriate roles listed, the user may have an additional account in the system.
-
Note:
To help a user reset their password:
-
Go to Site, Users, All Users.
-
On a user record, select View.
-
Select the Edit tab.
-
If you see Reset Password URL, the user has reset their password but not yet clicked this link. Copy the URL and email it to the user.
-
If you do not see Reset Password URL, then the user has not yet reset their password
-
-
To reset a password on behalf of a user:
-
Go to your main Sign In page.
-
At the bottom left, select Trouble signing in?.
-
Enter the user's email address and select Recover Password.
-
Log into your admin account and locate the user's account.
-
Copy the Reset Password URL.
-
In an incognito browser, paste in the Reset Password URL.
-
Choose a new password and securely communicate it to your user.
-
-
How long are email links valid?
Invitation or confirmation links do not expire. Password reset links are valid for 6 hours.
-
Are users logged out after a period of time?
Users are logged out after 30 minutes of inactivity. The system warns users after 25 minutes of inactivity with a pop-up message.
-
What does it mean if a user's account is locked?
The system locks out users after multiple failed log-in attempts. This is done for security purposes.
This only applies to systems using Local or Whitelist authentication. If a system uses Single Sign-On authentication, this only applies to locally authenticated users.
-
If a user's account is locked, how does it become unlocked?
If a user's account is locked (multiple failed log-in attempts), the account will be locked for a period of time. The user can log back in later.