Advice and answers from the Tribal Habits Team

Tips for Admins helping new users to log in!

Responding to questions about invitation emails, setting passwords or Single-Sign-On problems.
Written by David King
Updated 6 months ago

As a Tribal Habits Admin (or Admin of any platform), user management is a key responsibility. While Tribal Habits has many automated functions to assist with user management, there are times when an Admin needs to respond to user questions. 

In this article, we summarise the most common user questions and how to respond to them. Many (if not most) will be about logging in or accessing your Tribal Habits portal.

I never received the invitation email to join the portal!

This user feels they have not received the invitation email sent from your portal. So they cannot set a password to login.

  1. Log in to the portal, switch to Admin and find this user. If they do not exist, then that's the problem! Create them and send the invitation email.
  2. If they do exist, check their profile and see if the invitation email was sent. It will list the time and date in the profile. If there is no record of the invitation email, click the 'Send invite' link in that same row.
  3. If the invitation email has been sent, you can either (a) ask them to recheck their inbox, including spam or junk folders, and look for it (perhaps providing them with the date and time it was sent) or (b) cancel the existing invite (select the 'Cancel invite' link) and then send a new invite (and suggest they check their inbox now).
  4. If the invitation email is still not appearing, then select 'Cancel invite'. Then set a password manually for them. Then contact them to tell them their user name and password. Ask them to set a new password once they log in (on their 'My Profile' page).

If you get to step 4, please also feel free to contact Tribal Habits Support. We work hard to avoid platform emails being caught by spam and regularly test against spam filters. If a user is not receiving emails, we also need to check our email platform has not suppressed their email (due to repeated errors or failures). 

I am setting a password but can't log in!

In this case, the user has set a password, but the platform is not allowing them to log in. This is a rare case. In our experience, the error is typically from the user - they are not entering the same email they set.

  1. Log into the portal, switch to Admin and find this user. Check their user name and email are correct.
  2. If they cannot correctly set a password themselves, then set a password manually for them. Then contact them to tell them their user name and password. Ask them to set a new password once they log in (on their 'My Profile' page).

I am trying to reset my password but not receiving the 'reset password email'!

In this case, the user has probably forgotten their password and is unable to log in. They are using the reset password link on the login page but are not receiving the email with the link to reset their password.

  1. Log into the portal, switch to Admin and find this user. If they do not exist, then that's the problem! Create them and send the invitation email.
  2. If they do exist, then set a password manually for them. Then contact them to tell them their user name and password. Ask them to set a new password once they log in (on their 'My Profile' page).

If you get to step 2, please also feel free to contact Tribal Habits Support. We work hard to avoid platform emails being caught by spam and regularly test against spam filters. If a user is not receiving emails, we also need to check our email platform has not suppressed their email (due to repeated errors or failures). 

I am unable to log in for the first time via Single-Sign-On (SSO)!

In this case, your portal has activated SSO and a user is unable to log in. Typically, they will receive an error page which will give you a clue as to the problem - it will usually say 'Email already taken' or 'Username already taken'.

If this is the first time a user has logged in via SSO, then the problem will be a duplicate user which is conflicting with this user. This often occurs when this user has been set-up in Tribal Habits in advance (rather than being set-up by the SSO process itself). Typically, something is slightly wrong with their Tribal Habits portal compared to their SSO profile. For example...

  • Their user name is incorrect. This might be because your SSO profile uses an employee ID number as the User ID and their Tribal Habits profile has been set-up with their email address as their user name.
  • Something is spelt incorrectly. The Tribal Habits profile and the SSO profile must EXACTLY match for First Name, Last Name, User Name and Email. Capitalisation can be important. Ensure there are no spaces after any of the details in Tribal Habits (e.g. a space after someone's first name). 

In a worst case, you can delete this person from Tribal Habits and ask them to then login via SSO. That will allow the SSO process to correctly populate their details in Tribal Habits. You can then edit their profile in Tribal Habits to add additional data and their enrolments. After that, they should be good to go!

I used to be able to log in via Single-Sign-On (SSO) but it's not working now!

In this case, the user has been successfully accessing Tribal Habits but suddenly are no longer able to log in. Typically, they will receive an error page which will give you a clue as to the problem - it will usually say 'Email already taken' or 'Username already taken'.

This error is almost certainly due to a change in your organisation's SSO data. The two most common examples are...

  • User names are updated. For example, your organisation may have been using email addresses for SSO User ID, but has switched to payroll numbers. You will need to update details in Tribal Habits with the new user names. This process can only be completed manually, one user at a time. You may need to contact Support for assistance with this if you have a large number of users.
  • Email address is changed. For example, your organisation has moved to a new email domain. Once again, you will need to update all the emails in your Tribal Habits portal. This process can be done via the Upload People function.
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