Troubleshooting login issues

If a user cannot login to the portal:

• Check if you can reproduce the error yourself, if you cannot login yourself, please contact us with the error message to signal platform outage
• Check if the portal user is using the right link (Partner or Customer portal)
• Check if the portal user has not temporarily blocked their account due to too many incorrect email attempts. Wait until timeout is over and ask user to retry – security timeouts.
• Check if the initial password is not expired and proceed with the reset password process – password management.
• Check if the email address is correct by checking portal user info – profile page.
• Check if the email address has been verified and proceed with the reset password process if needed
• Check if the portal user status is Active and get in touch if this is incorrect