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 log in.
Log in to the portal, switch to Admin and find the user. If they do not exist, then that's the problem! Create them and send the invitation email.
If they do exist, check their profile and see if the invitation email was sent. If an invite has been sent, the time and date it was sent will be displayed on their profile in the 'Access' section (in the 'Invitation' row). If there is no record of the invitation email, click the 'Send now' link at the end of the 'Invitation' row.
If the invitation email has been sent, you can either:
Ask them to recheck their inbox, including spam or junk folders (perhaps providing them with details of the date and time it was sent).
Cancel the existing invite (select the 'Cancel' link) and send a new invite (suggesting they check their inbox now).
If the invitation email is still not appearing, click 'Cancel', set a password for them manually (by clicking the 'I want to...' drop-down button in the top-right of their profile page and selecting 'Change Password'). Ensure they're required to change their password when they log in by clicking the 'Force on next login' link (at the end of the 'Force Password Reset' row), then notify them of their user name and password so that they can log in.
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.
Log into the portal, switch to Admin and find the user. Check their user name and email are correct.
If they cannot correctly set a password themselves, set a password for them manually (by clicking the 'I want to...' drop-down button in the top-right of their profile page and selecting 'Change Password'). Ensure they're required to change their password when they log in by clicking the 'Force on next login' link (at the end of the 'Force Password Reset' row), then notify them of their user name and password so that they can log in.
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.
Log into the portal, switch to Admin and find the user. If they do not exist, then that's the problem! Create them and send the invitation email.
If they do exist, set a password for them manually (by clicking the 'I want to...' drop-down button in the top-right of their profile page and selecting 'Change Password'). Ensure they're required to change their password when they log in by clicking the 'Force on next login' link (at the end of the 'Force Password Reset' row), then notify them of their user name and password so that they can log in.
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).
Note: The 'Force password reset' function (available in the Access panel of each person's profile) does not impact SSO or LMS users.
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 that will give you a clue as to the problem - it will usually say 'Email already taken' or 'User name 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 scenario, you can delete this person from Tribal Habits and ask them to then log in 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 that will give you a clue as to the problem - it will usually say 'Email already taken' or 'User name 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 addresses are 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.