If a member contacts you to let you know that they can't log in to your Member portal, there are several things you can check to make sure they have the correct credentials set up, and reset their credentials for them if necessary to get them going again.
- Ask what username they used to log in, and what error message or page they see after attempting to log in. If the message is about an invalid login or username, or if they have more than one profile and are seeing the wrong one, go to steps below.
- Ensure that the username they used is either their profile email address or the custom username saved on their profile.
- If the username they tried to use is correct in their profile, check to see if there are multiple profiles with the same email address.
- Direct the Member to reset their own password using the Reset Password link on the Portal Login page.
- If there are duplicate profiles with the same email address, the member likely changed their password using that email address but they are now trying to log in using the username from a different profile. You can inform the member that logging in by entering their email address AS their username will eliminate this issue.
- If the member needs to be able to log in as BOTH of the profiles that have the same email addresses (for example, an organization profile and an individual profile), create a unique username and password in each of the two profiles and inform the member of the new credentials. Members can only automatically reset the password on one profile per email address, which is why we recommend unique emails for all profiles. If they must have the same email on both profiles, you will need to handle any needed password resets on their behalf.
For other errors, contact support.