🎓Troubleshooting logging in
In this video, you'll learn:
- How to resolve common login errors for both managers and customers in Storeganise.
- Troubleshooting the "Not authorized" error and how to reset a password.
- Identifying the "A user with the given email address was not found" message to verify email address correctness.
- Re-enabling a disabled account from the "Users" tab in the Management Portal.
- Manually disabling and re-enabling user accounts when necessary.
- Handling the "Too many requests" error and understanding the 24-hour reset timer.
By the end of this video, you'll know how to troubleshoot and resolve login issues for users in Storeganise.
Next up in this module: Importing unit rentals
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View the transcript
Users may encounter a few common errors when trying to log into Storeganise. These errors can affect both managers using the management portal and customers using the customer portal.The most common error is "Not authorized." This usually means the user entered either their email or password incorrectly. If the user is confident they typed their email correctly, they should click the "Forgot password" button and enter their email to reset the password.
If they enter an email that isn't linked to an account, the system will display the message: "A user with the given email address was not found." This can help the user confirm if their email address is correct or if it’s being misspelled.
If the user doesn't reset their password and keeps making failed login attempts, the system will disable the account. Once disabled, the user won't be able to log in until a manager re-enables it.
To re-enable a disabled account, go to the "Users" tab in the management portal, filter by "State: Disabled," open the user's profile, click the "three-dots menu button," and select "Re-enable user account." The user will then be able to log in again with the correct credentials.
If you want to manually disable a user, open their profile, click the same three-dots menu button, and select "Disable user account." This will prevent them from logging in. If a manager’s account gets disabled after too many failed login attempts, another staff member can log in to re-enable it. If no other staff members are available, you’ll need to contact "Storeganise Support" for help.
Another common error is "Too many requests." This happens when a user tries to reset their password more than five times within 24 hours. The timer starts with the first attempt, and the user must wait for the 24 hour period to pass before trying again. There is no way to manually reset the timer.
This error can also occur in the "customer portal" if more than five new user accounts are created from the same IP address within 24 hours. This security measure helps prevent bots from creating multiple fake accounts. Users will need to wait until the 24-hour window expires before creating new accounts from that IP.