If your vendor is having trouble accessing a Shared Folder, don't fear! Try these tips to help them get signed in.
Make sure the vendor email address is correct in the Shared Folder
Navigate to the Shared Folder you are sending
Click the Collaborators icon in the upper-right-hand corner of the page
Double-check the email address of the vendor
Note: If there is a typo in the email address, the vendor will not have access to the folder
Resend the Invitation to a Collaborator
Note: The invitation email for Collaborators is only sent when a Collaborator is added. In order to resend an invitation, follow the steps below to delete and re-add the collaborator.
Navigate to the Shared Folder you would like to send
Click the Collaborators icon in the upper right-hand corner
Click the (x) next to the Collaborator Email to remove them
Click the Share button to save your changes
Again, click the Collaborators icon
Re-enter the Collaborator Email
Check the box to "Send email to shared folder collaborators"
Click the Share button to send
Make sure emails are not being routed to Spam
If your vendor isn't receiving an invite or password reset email, and you've confirmed the email is correct in the Shared Folder, then make sure the emails aren't being automatically routed to a Spam Folder.
Ask your vendor to add the following email addresses to their Contacts and search their inbox for messages from the following addresses:
Send vendors a direct link to the Collab App via the URL: https://collab.backboneapp.co/
Note: the URL for our Collab App is different from the full Backbone Site. Make sure they are signing in from the correct URL.
From the Collab App, vendors will be prompted to Log In. If they haven't created an account, they can click "Sign up" at the bottom of the page.
Instruct your Vendor to reset their password
If your vendor is having trouble signing into the Collab App, send these steps to help them reset their password and sign in.
Navigate to the Collab App via this URL: https://collab.backboneapp.co/
Click the Forgot Password link
Enter the email address of the account and click Continue
Check the email inbox, the reset password email is sent from collab@backboneplm.com
If the vendor does not receive a password reset email, they may not have created an account yet. If this is the case, they can sign up directly via https://collab.backboneapp.co/
Try these Browser Troubleshooting Steps
Confirm that your vendor is using Google Chrome
Ask the vendor to run an Internet Speed Test
Ask the vendor to clear their Browser Cache and Cookies for All Time
Contact Support
If you tried the steps above and your vendor is still having trouble accessing the Shared Folder, please reach out to backbonesupport@bamboorose.com.