When a user is experiencing difficulty logging into the app for the first time, there are a couple of quick things to check before sounding the alarms.
If the person experiencing trouble logging in is an employee-level role, you'll need someone with a manager-level role to assist you as they have higher access to the system and can make edits if necessary.
The first question to ask: Has this user been invited to the system?
A manager can find the MY TEAM page on mobile or web and search for the user who can't log in. If they don't exist in the system, no wonder they can't log in! Simply invite them to the system.
Is the phone number and/or email correct?
When looking at the user's profile, verify that the phone number is correct in the format +1 (303) 555-1234. It must have the country code included. Make sure the user is entering their phone number on the log-in screen in the same exact way.
If the user was invited by email, confirm that all letters are lowercase in their profile and when they type their email to log in. If any letters are capitalized, change them to lowercase and SAVE.
Next: Did the user authenticate their account?
On mobile, you may see a user's name but with the status "unconfirmed" under their name. On web, you'll see the user's status as "Not Active"
Both of these, signal that a user has not authenticated their account. Simply have the user log out of the app on mobile and log in again.
Still having issues logging in?
Reach out to our team through the support chat bubble on web, or on mobile and we'll be happy to assist you!
