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Troubleshooting user login problems for standard login page
Troubleshooting user login problems for standard login page

Steps for admins to troubleshoot problems with users logging in on the standard login page.

David King avatar
Written by David King
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 and help them log in.

There are several different ways to log in to a Tribal Habits portal. This article is for standard users logging in on a standard login page and has steps for an Admin to troubleshoot login issues on the standard login page.

If you are having problems with a user logging in via another login method, please see this article which reviews all the different login options and has links to separate troubleshooting guides for each type of login.

Step 1 - For users logging in the first time, were they sent an invitation email?

Skip this step if...

  • Your user has logged in before.

  • Your user was not sent an invitation email.

If this is the first time your user has logged in, then the first thing to check is whether the user was sent an invitation email. If so, the user MUST use the link in that invitation email on their first login. They will not be able to login otherwise. If they try to skip that invitation email and just login (perhaps with a password an Admin set for them or via the Forget Password feature), they will receive an error message on login stating that they must use the invitation email sent to them.

You can check if a user has been sent an invitation email by viewing the Profile tab of that user in the Admin area, and the Access panel. There is an Invitation row.

  • If an invitation has been sent, it will show the date it was sent.

  • If an invitation has not been sent, it will just say 'No' in that row.

If the invitation has been sent, please confirm your user is using the link in that invitation email to set a password and then login.

Step 2 - For users sent an invitation email, but they can't find it!

Skip this step if...

  • Your user has logged in before.

  • Your user was not sent an invitation email.

If your user was sent an invitation email and cannot find it, please ask them to check their junk / spam folders.

If your user cannot find the invitation email in their junk / spam and your user's email is a work email at an organisation (so not a Gmail or Hotmail email), please check that the your IT department at that organisation is not quarantining the invitation email. This can occur if the IT department has strict email security rules which may be capturing this invitation email in quarantine and not sending it to the user (it may only allow 'whitelisted' email addresses for example).

If the IT department is not quarantining the invitation email, the next step is to resend the invitation email. Go to Admin and select the user to view their Profile tab and the Access panel. In the Invitation row, click CANCEL to cancel the existing invitation email. Then click SEND NOW to resend a new invitation email.

Ask your user to recheck their inbox and junk / spam folder for that invitation email. Often this solves the problem as the user was simply overlooking the invitation email (maybe it was email 500 in their inbox!) or not correctly checking their junk / spam folder.

Step 3 - For users RESENT an invitation email, but they still can't find it!

Skip this step if...

  • Your user has logged in before.

  • Your user was not sent an invitation email.

In this case, you have resent the invitation email from the previous step but it still cannot be found by the user.

First, please double check the email address of the user to ensure it is correct.

  • Any spelling errors?

  • Any letters in the wrong order?

  • It is .com or com.au or .org.au or something else?

Next, if the email address is 100% correct and the invitation email still cannot be found, then contact our Support team for assistance. Please inform them of your steps to this point and they will run an email log trace to track where the invitation email is.

Step 4 - Your user is trying to log in but seeing an error message of "Invalid user name or password"

If your user is getting this error message, it means that either:

  • They are logging in with an incorrect user name

    OR

  • They are logging in with an incorrect email

    OR

  • They are not using the correct password

Users can login with either their user name or email. Please double check they are spelling the user name or email correctly...and it matches the user name or email in their user profile (e.g. they may be using a personal email address to login, but their profile might have their work email address).

If the user name or email is correct, then the password must be wrong. The user may say they have just set a password and are using the same one, but in 99% of the cases at this point, there is an inconsistency in the password they set and are now entering.

  • They may have accidentally had the caps lock on

  • They may have mistyped a letter or number (especially if setting on mobile where many misspellings occur)

  • They may have included a special character when setting the password and are now forgetting that did that

Ask the user to click the "Forgot your password" link on the login page and reset their password. Ask them to be extra careful in the password they set. Then try logging in again.

Step 5 - Your user has checked their user name and password, but still sees an error message that the user name or password is incorrect

If you have tried the options in the previous step and your user cannot log in, please ask permission for you to set a password for them and for you to try logging in as them.

Once you have this permission, go to Admin and click on the user to view their Profile tab. In the 'I want to...' menu on the top right, select "Change password". Set a simple password. Then log out of your Tribal Habits portal (or use a different browser) and try to login as that user with their user name/email and that password you just set.

If that works, then you know the issue is with your user's ability to set a password and login. You can manage communications with your user at this point to assist them in logging in. What we typically recommend here is:

  • Keep the simple password you set for the user

  • Select the user in Admin and view their Profile tab and the Access panel and enable the Password Reset feature. This will ask the user to set a new password on their next successful login.

  • Ask the user to login again with the correct user name / email and the simple password you created. Explain to them that once they do that, they can then set a new password of their own and login again with it.

  • If they set the new password and cannot log in (so back to where you started), then you know its just a matter of the user correctly setting a password. You can manage your communications with them accordingly at this point.

If you are unable to login as that user, and you are certain the user name/email and password are correct, then you will need to contact our Support team for assistance. Please inform them of your steps to this point and they will run an email log trace to track where the invitation email is.

Step 6 - Your user is trying to log in but seeing an error message that their account has been locked

In this case, your user is deactivated in your portal. Deactivated users cannot log in.

Users can be deactivated in several ways.

  • They tried to incorrectly log in 10 times. Their account is then deactivated for security purposes (to stop brute force log in attempts).

  • They were manually deactivated by an admin. Perhaps they have left your organisation or were otherwise deactivated for a defined reason.

  • They were automatically deactivated by a scheduled deactivation date. Admins can also set a future deactivation date - perhaps that date was set and has now passed and so the user is now deactivated.

You can see the reason for deactivation by selecting the user in the Admin area and viewing the Timelines tab. It will show all the events for that user, including deactivation events (and the reason).

If you have determined that the user should not be deactivated, then you can reactivate them to allow them to log in. Go to the Profile tab of that user in the admin area, and the Access panel.

You can toggle their Status field from Deactivated to Active (click Reactivate or Deactivate) and then ask them to log in again.


Let's now consider a few specific scenarios.

Scenario: 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.

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