If you have users who are having trouble logging into their account, follow these steps to assist them.
If they are unable to log in
Determine if the user has already created an account on the platform by going to the People page and searching for their name or email address.
If you see they have created an account, verify that they are using the correct email address to log in.
If they are using the correct email address and can’t log in, it may be best for the user to request a password reset with the email address associated with their account.
The password reset link can be found on the Log In tab on the page where users log into their account.
If you don’t see the user on the People page, refer to the instructions on the How to Invite New Users page.
If they are able to log in
If they were able login or create an account and see the message: You currently aren’t part of any organization. If you got sent a link by somebody to start texting, ask that person to send you the link to join their organization. Then, come back here and start texting!
This means they have an account, but signed up without using the invite link.
To fix this, send them the invite link from the People page.
If they are already logged in when they click the invite link they will be automatically brought into the account.
If they are not logged when they click the invite link, have them log in with their email address and password, rather than creating a new account.