If a use is having trouble accessing Eli there are a number of things you can do to fix this. The differ depending on whether that person has logged in yet.
First time logging in:
If the user has not yet logged in, you will need to resend their welcome email if they have not received it Follow this process on the back-end of Eli:
- Go to the User section.
- Locate their user profile by typing their name into search field
- When found, click on the user name or on the view icon to bring up their user profile*.
- Below their user details, will be a button labelled 'Resend welcome email'.
- Click that button once and Eli will resend their welcome email for them to log in.
*At this point it's also worth checking that their email address is correct too.
Already logged in:
If the user has logged in before and is now having issues here are some of the main reasons they might be having issues, and how to fix them.
- Forgotten password - ask the user to click the 'Forgotten password' button on the login page. This will send them an email enabling them to reset their password. Alternatively, you can head to the User section of Eli and locate that users profile (simply type their name into the search field). Click on their name (or on the view icon), then click on the button that says 'Reset password'. This will send them an email enabling them to reset their password.
- User is inactive - if the user is inactive they will not be able to access the system. Please see trouble shooting below.
Trouble-shooting
- The button says 'Reset password' not 'Resend welcome email'. This means the user has already logged in (and forgotten about it). You can let them know this, or simply click on the 'Reset password' button. They will then receive an email asking them to reset their password. You may also need to remind them of their username, which will likely be their email address.
- The user is inactive. In order for them to access the system they will need to be re-activated. Once activated, they will receive a new welcome email allowing them to login.
- The user isn't getting any welcome or reset password emails. If this is the case, first check you have their correct email. Then, ask them to check their junk mail folder. It's rare, but sometimes emails can end up in junk. They simply need to mark emails from your system as safe to avoid this issue in the future.
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