Logging in shouldn’t be tricky but we know sometimes passwords get forgotten, emails get lost, or 2FA codes play hide-and-seek. Don’t worry, we’ve got your back!
We’ve broken everything down into simple steps with tips to make sure you can log in quickly and securely or with things you can tell your volunteers / colleagues so you can help them trouble shoot.
Volunteer Log In FAQs
A volunteer cannot find the welcome email, how can we resend it?
Our emails come from support@volunteero.org ; If they cannot find the email, it is worth scanning your junk folder.... yes, sadly sometimes some email providers and email security preferences will throw us in there.
Your first port of call is checking that you have their correct email address set up on your dashboard. If the above looks all good, then you can re-send a welcome email from us by:
switching off app access on the volunteer profile
switching it back on again
Please note: that if they successfully get this email from us, then it won't contain a password and they will have to 'reset the password' to log in.
(Turn it off, turn it on again very rarely let's us down)
A volunteer's password isn't working, what can we do?
Firstly, have them double-check that the password they are entering is identical to the one from our email. Sometimes a pesky typo or a sneaky space can cause havoc with trying to log in. If that doesn't work, ask the Volunteer to:
visit the app (either on their smartphone or on the desktop version
click 'forgot password'
Enter the email you have been registered with
A password reset email will be sent and they can create any password of your choice. (note that this expires after one hour)
If the above steps have been followed with no success, then please contact support@volunteero.org and we'll be happy to help.
How do I set up or troubleshoot Two-Factor Authentication (2FA)?
Please note: this is only relevant when you (or your organisation) made 2FA a requirement or you choose to set it up. Here is an article on how to step up Two-Factor Authentication for Volunteers.
Troubleshooting 2FA:
1. Check your device’s time:
Authenticator codes are time-sensitive and refresh frequently. Make sure your device’s clock is accurate to avoid login issues.
2. Updating your phone or phone number:
Before changing your phone or phone number, update your 2FA settings in your account. This ensures you don’t lose access to your authentication codes.
3. Lost access to your phone or authenticator codes:
If you can no longer access your phone or authenticator app, please contact support@volunteero.org for assistance. We can look into taking off 2FA
Staff Log In FAQs
Help! A staff user cannot log in to the management dashboard
There may be a few reasons why your staff user can't log in to the management dashboard, perhaps they can't find our email? Or maybe their password isn't working?
Follow the steps below for troubleshooting the most common staff log-in FAQ's
I can't find the welcome email, how can we resend it?
Your staff user emails will come from support@volunteero.org.
Worth first checking that the email address you added to the system is correct (even a small typo can mean our emails can't make it through)
Request that the staff user checks all their spam folders for our emails, if this fails and still no sign of us then follow these steps:
Visit the staff management sign-in page at www.manage.volunteero.org
Click 'forgot password' .
This will generate a reset password link to their email (note that this expires after one hour)
You can also delete and re-add a staff user which will generate a new welcome email, although this won't contain a password so they will have to follow the reset password instructions.
Worth checking with your IT team (or person) that our emails aren't being blocked by your sever. Sadly this can sometimes happen as we'll be a new name on your contact list.
The password in my welcome email isn't working
Firstly, double-check that the password they are entering is identical to the one from our email. Sometimes a pesky typo or a sneaky space can cause havoc with trying to log in. If that doesn't work, ask them to:
Visit the staff management sign-in page at www.manage.volunteero.org
Click forgot password.
This will generate a reset password link to their email (this expires after one hour)
How do I set up or troubleshoot Two-Factor Authentication (2FA)?
Please note: this is only relevant when you (or your organisation) made 2FA a requirement or you choose to set it up. Here is an article on how to step up Two-Factor Authentication for Staff Users.
Troubleshooting 2FA:
1. Check your device’s time:
Authenticator codes are time-sensitive and refresh frequently. Make sure your device’s clock is accurate to avoid login issues.
2. Updating your phone or phone number:
Before changing your phone or phone number, update your 2FA settings in your account. This ensures you don’t lose access to your authentication codes.
3. Lost access to your phone or authenticator codes:
If you can no longer access your phone or authenticator app, please contact support@volunteero.org for assistance. We can look into taking off 2FA
As always, if you require any further assistance with this, please use the support button in your Staff Dashboard or email us at support@volunteero.org. Our team will be happy to help! 😊