Difference between revisions of "Troubleshoot regify portal"
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(Created page with '==Usage== ===User can't login=== If a user can't login, there is most likely a user mistake. We found no technical reasons in the past. Therefore, please try to find out what hap…') |
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If a user can't login, there is most likely a user mistake. We found no technical reasons in the past. Therefore, please try to find out what happens by asking the following questions: | If a user can't login, there is most likely a user mistake. We found no technical reasons in the past. Therefore, please try to find out what happens by asking the following questions: | ||
| − | * What website are you trying to login? | + | * Are you typing the password correctly, respecting upper-case and lower-case? |
| + | ** Don't copy&paste the values! Try to type them directly because sometimes copying selects more characters than you might see. | ||
| + | * Is the e-mail address correctly typed? | ||
| + | * What website are you trying to login? Is it the one you have registered with? What is the URL in your web-browser during login? | ||
** In many cases, people are trying to login to other pages than the provider they have signed up to. Some found the wrong page using Google or try it at the demo portal of regify (linked on regify homepage). | ** In many cases, people are trying to login to other pages than the provider they have signed up to. Some found the wrong page using Google or try it at the demo portal of regify (linked on regify homepage). | ||
* Have you clicked the link in the e-mail (invitation or sign-up message)? | * Have you clicked the link in the e-mail (invitation or sign-up message)? | ||
Revision as of 18:06, 6 August 2014
Usage
User can't login
If a user can't login, there is most likely a user mistake. We found no technical reasons in the past. Therefore, please try to find out what happens by asking the following questions:
- Are you typing the password correctly, respecting upper-case and lower-case?
- Don't copy&paste the values! Try to type them directly because sometimes copying selects more characters than you might see.
- Is the e-mail address correctly typed?
- What website are you trying to login? Is it the one you have registered with? What is the URL in your web-browser during login?
- In many cases, people are trying to login to other pages than the provider they have signed up to. Some found the wrong page using Google or try it at the demo portal of regify (linked on regify homepage).
- Have you clicked the link in the e-mail (invitation or sign-up message)?
- Without activation, an account is not working. The passwords are displayed after clicking this link only.
- Maybe you changed your password in the past? Use the new one.
- If the customer does not know his password any longer, please guide him to the password reset page of his provider. He will get a password reset e-mail after filling the form and solving the captcha.
User can't register
This only happens if his e-mail address is already assigned to another regify provider. Ask the user to delete or use his existing account. If he does not know the provider he is assigned to, please guide him to the password reset of your regify-provider. The password reset will get triggered to the right provider and the user will get a password-reset e-mail in the next minutes. This e-mail also points to his provider (he is assigned to).
