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Troubleshooting user login problems for parent admins in a child portal
Troubleshooting user login problems for parent admins in a child portal
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 parent admins logging into a child portal and has steps for an Admin to troubleshoot login issues.

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.

Troubleshooting: Problems logging in as a parent admin in a child portal?

The most common cause of a login error for parent admins is that they made a duplicate user with the same user name or email in the child portal.

IMPORTANT: Parent admins should not create duplicate profiles in child portals. This can create a 'conflict' error when the parent admin tries to log into the child portal (since the platform now sees two users the same user name or email and cannot tell them apart).

If this has occurred, you may have difficulty logging into the child portal with your parent admin.

  • If there is another parent admin at your organisation, please ask them to log into the child portal and delete your duplicate user.

  • If there is no other parent admin at your organisation, please contact Support for assistance (we can remove the duplicate user).

How do I log in to my child portal if the parent portal uses SSO?

If your organisation has enabled SSO in the parent portal in Tribal Habits, your SSO provider manages your log-in via your SSO credentials (including your SSO password which is not stored with Tribal Habits).

If you have a child portal that does not use that same SSO system, then you will not be able to login to the child portal with SSO.

  • Instead, you will need to login to the child portal (via Admin > Accounts > Portals) with your 'local' Tribal Habits credentials instead - i.e. your Tribal Habits email and password stored in the parent portal (which are separate, and perhaps different, from your SSO credentials).

  • This may require you to set a password for your parent admin user in the parent portal (since SSO credentials are not shared with Tribal Habits).

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