Every so often, a contact will struggle to login to their online account – here is a list of the most common reasons and their solutions:
- The contact has not yet set up a password for their account
- The contact has not yet clicked on the password verification link
- The browser is auto-filling incorrect password/username information
- The contact has 'Non-Active' status or is a linked member where the Lead contact has 'Non-Active' Status.
- The contact's record is still in 'Online registrations Awaiting approval' or in 'Failed Registrations'
The contact has not yet set up a password for their account:
You will be able to see if this is the case by going to the contact's record, and then 'Actions > Email History'.
If they have created a password on their account, there should be an email listed with the subject 'LoveAdmin.com – Password activation required'.
If there is no 'Last logged in date' on the member's record and the email history doesn't show a record of this email being sent, the member will need to click on either 'First time logging in?' or 'Forgot Password' in order to create and verify a password on their account.
The contact has not yet clicked on the password verification link
If you see that the password verification email has been triggered but the member is unable to login, it could be because the email with the verification link was not delivered or because they did not click on the verification link yet.
Please check the delivery report to make sure the email was successfully delivered and ask your member to check their spam folders.
If the member is not receiving emails due to a report of blocked emails, please contact the member asking them to add 'email@example.com' to their list of safe senders and then follow the instructions to remove the block in the help article here.
The verification link has been received and clicked but they are still unable to login:
The username and password fields have been pre-populated by the browser but when they try and login, the system displays 'Invalid username / password. Please retry.' This is usually due to the browser auto-filling incorrect password/username information. Please delete the pre-populated information and re-type the username (the email address associated with the contacts' record) and password from scratch.
The contact is using the correct username and password and they have clicked the password activation link, but still cannot login/The contact has logged in in the past but can no longer do so and is unable to re-set their password:
Please check the status of the contact is not set to 'Non-Active' or that they are not linked to a Lead contact whose status is 'Non-Active'. As only records with 'Active' status have access to their online account, their status will need to be changed to grant access again.
Similarly, linked contacts do not have an active online account. They access their account via the Lead contact's account. So if a Lead contact is made 'Non-Active' member's online access to all linked account is also disabled.
The contact is unable to create a Password:
Please check the status of the contact or if the contact is linked to a Lead, the status of the Lead to make sure it has 'Active' status.
Please check that their record is not sitting in 'Contacts > System Group > Online registrations awaiting approval' or in 'Contacts > System Group > Failed registrations', as they will not have access to their online account until approved into the system with 'Active' status.
Contact's guide to Login issues:
There is a guide addressed to contact to help them resolve a login issue as well. The link to the help article is here and you can advise your member to click on 'Issues Logging in?' on the login page:
If none of the above fixes have helped you resolve your login issue, please contact us via one of the methods below and we will be pleased to help!