Troubleshooting User Log In Issues

if a user is having trouble logging in, there are five potential reasons 1\) their login email is incorrect on your project back end navigate to the user management tab, locate your user, click the info tab of their account and review the info view report that lists their “username/email user registered with” if you have not created an info view report, you can do so by creating an https //help regpack com/hc/en us/articles/5834375203867 and adding the system field “username/email user registered with” finally, confirm with the user that they are logging in with the correct email address troubleshooting user log in issues img0 png 2\) the password is incorrect instruct your users on how to send themselves a “forgot password” email have the user go to the front end of the system, click log in, click forgot password, and then they can enter their email there this will prompt an email to be sent to their email so they can reset their password 3\) they are logging in to the wrong site ensure you provide your users with the correct url that they should be logging into 4\) there is something about the user's specific browsing experience that is not “agreeing” with the system although regpack works well with all the major internet browsers (mozilla, google chrome, safari, etc…), you’ll need to ensure that these browsers are updated running the latest release instruct your user to update their browser or try an alternate browser note regpack does not support internet explorer anymore (microsoft has not supported internet explorer since january 12, 2016) 5\) there is a system error although least likely, a system error would imply that all of your users are having trouble signing in this could mean that there is either a glitch, technical difficulties, or that an admin has mistakenly removed the log in/register widget in the system forms we advise that admins only access the system forms if they are attempting to add an instructional free text field remember that a system error will be system wide if you have other users who are logging in normally without any error, then you’ll need to address the other potential reasons in order to assist your user as always, you can click the “help” section in your system to contact our support team