If your client is unable to log in to Vively, there are a few simple things they can try before contacting Support.
1. Check they're using the correct email address
Ask your client to make sure they're attempting to log in using the same email address that was used for their Vively referral or account.
If they're using a different email address, they may not be able to access the account
associated with their referral.
2. Check for typing errors
Ask your client to double-check that their email address and password have been entered correctly.
It's also worth checking whether their device or browser has automatically filled in an old or different email address or password.
3. Reset their password
If your client has forgotten their password or their password isn't being accepted, they should use the Forgot password option on the Vively login screen.
They'll receive an email with instructions to reset their password.
If they don't receive the email, ask them to check their Spam or Junk folder.
Should I create another account for my client?
Generally, no.
If your client already has a Vively account, they should try to regain access to their existing account rather than creating another account with a different email address.
This helps keep their referrals, results and other Vively information associated with the correct account.
Still can't log in?
If your client has tried the steps above and still can't access their account, please contact Practitioner Support and we'll help investigate.
When contacting us, please provide the client's name and email address associated with their Vively account, along with a brief description of what happens when they try to log in.
đ§ Email: contact@vively.com.au
Our Practitioner Support team aims to respond as quickly as possible during business hours.