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Tips for Admins helping users to sign in or log in
Tips for Admins helping users to sign in or log in

A guide for Admins on troubleshooting and responding to questions about invitation emails, setting passwords or Single-Sign-On problems.

Lou Monsour avatar
Written by Lou Monsour
Updated over a week ago

As a Tribal Habits Admin, 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 Admins can investigate and resolve them. Many (if not most) will be about logging in or accessing your Tribal Habits portal.

A new user can't sign in or log in

If a new user can't sign in or log in, there are a few things the Admin will need to check. When you invite new users via the invitation email, the user will be prompted to click on the link in the email to access your Tribal Habits account, use their email address to sign in, and then set their own unique password.

If the user is unable to sign in or log in via the invitation email, confirm the following:

  • Is the user typing in the correct email address? The email address to use is the one the Tribal Habits invitation was sent to.

  • Has the Admin already created a password for this user? If the answer is yes, you'll need to cancel the invitation, then email the user with the link to your portal, and the email and password you've set.

NOTE - Admins should not set a password for a user AND send an invitation email. It needs to be one, or the other.

A user isn't receiving the email invitation

If a user isn't receiving the email invitation, there are several things that the Admin can check. If users have not received the invitation, they cannot set a password to log in. Admins will need to check the following details in the user's profile:

  • 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 (see image below). If there is no record of the invitation email, click the 'Send now' link.

  • If the invitation email has been sent, you can either:

    • Ask the user 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 being received by the user, click 'Cancel' for the Invitation, and set a password for the user manually (by clicking the 'I want to...' drop-down button in the top-right of their profile page and selecting 'Change Password').

  • To also ensure that the user changes their password when they log in, enable 'Password Reset' which will force them to set a new password when they next log in.

  • Then notify the user of link to access the portal, their user name (email) and password so that they can log in.

Note - If a user is not receiving emails at all, please contact the Support team via the Chat in your portal. We need to check our email platform has not suppressed their email (due to repeated errors or failures). We work hard to avoid platform emails being caught by spam and regularly test against spam filters.

A user has set a password but can't log in

If a user has set a password but can't log in, in our experience, the error is typically from the user - E.g. they are not entering the same details that they set or the email address they are typing in is incorrect.

  • 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, 'Cancel' the Invitation, and set a password for the user manually (by clicking the 'I want to...' drop-down button in the top-right of their profile page and selecting 'Change Password').

  • Notify the user of their user name (email) and password so that they can log in.

  • To also ensure that the user changes their password when they log in, enable 'Password Reset' which will force them to set a new password.

Note: The 'Force password reset' function does not impact SSO or LMS users.

A user is trying to reset their password but they don't receive the reset password email

If a user is trying to reset their password but they don't receive the reset password email, here are the steps for Admin to take to investigate:

  • 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, confirm that they are using the correct email address and looking in the correct Inbox for the email. Have they checked their Spam/Junk folder for the email?

  • If the email address is correct, the Admin can 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').

  • Notify the user of their user name (email) and password so that they can log in.

A user is 'locked out' after too many unsuccessful sign in or log in attempts

A user will be 'locked out' of your Tribal Habits portal if they have unsuccessfully tried to log in too many times. They will then be automatically deactivated. In these instances, the Admin will need to 'reactivate' the user following these steps:

  • Navigate to Admin β†’ People and click the 'All People' button.

  • In the window that appears, set the 'Activated' filter to 'No' and optionally, use other filters (such as email address) to find this user.

  • Click the 'Filter' button to display the deactivated user.

  • Tick the checkbox beside their name, click the 'Bulk Action' button, and select 'Reactivate people'.

  • The user should now be able to log in again. If they are unsure of their password, they can use the 'Forgot your password?' link on the log in page.

A user can't log in but has been able to log in before - for customers not using SSO

If your organisation doesn't use SSO, here are everyday things for the Admin to confirm with the user to resolve the issue:

  • Has the user changed their password recently?

  • Have they tried resetting their password? They can do this by going to the log in page's 'Forgot your password?' link.

  • Are they signing in with the correct email address?

  • Are they trying to sign in or log in to the correct portal (not your trial portal)?

  • Are they incorrectly using the invitation link from the invitation email (which is a temporary link) instead of the correct portal link?

A user is unable to log in for the first time via Single-Sign-On (SSO)!

If a user is unable to log in for the first time via Single-Sign-On (SSO), typically, they will receive an error page that will give you a clue about what the problem is - it will usually say 'Email already taken' or 'User name already taken'. Ask them for a screenshot of that error page.

The problem is most likely 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 user's 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). You might need your IT Team to confirm the SSO profile details for you so you can check they match what appears in Tribal Habits.

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!

A user used to be able to log in via Single-Sign-On (SSO) but now can't log in

If a user used to be able to log in via Single-Sign-On (SSO) but now can't, they will receive an error page that will give you a clue on what the problem might be - 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 have been 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 may have 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.

External users can't log in now you have SSO enabled

These users will need to have their own dedicated external user log in page. See How to have both single-sign-on (SSO) and external users in one portal

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